The player's account got blocked due ongoing verification. The complaint was rejected as the player created multiple accounts in the casino therefor breached the terms and conditions.
IceCasino - The player's account got blocked.
Amount: €80
IceCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
They blocked my account with my money there, I couldn't withdraw because they never verified my account, I contacted them and they always said the same thing to wait for them to activate and then I could withdraw. I sent photos of my identification and personal things and they blocked my account for no reason, maybe not to pay me, I don't know, I need help.
Automatic translation:
Public
Public
2 years ago
Hello danielk800,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
I can't answer these questions because my account is disabled so I can't log in to see. I was told that it was blocked due to having several accounts on the same IP which is not justified because I don't live alone and I won't have a PC for each resident who registers at Ice Casino for that reason I have more than one account on the same PC.
I sent my Identity Card, Proof of Address, Proof of IBAN and Photo of me.
I have 80 Euros to withdraw, they never checked my account even though I sent all the Documents.
Automatic translation:
Public
Public
2 years ago
I would like to ask IceCasino to join us and help us resolve the player's issue. Is there any indication beside the same device or IP address which would prove that the player have multiple accounts?
Public
Public
2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
2 years ago
Hello,
We'd like to confirm, the lady has at least 4 accounts, all registered on the same very name. All accounts used no-deposit bonus. There was no deposit made by the player.
Kind regards
Public
Public
2 years ago
Can you please forward a proof of account multiplicity to nikolas.b@casino.guru?
Public
Public
2 years ago
Translation
The casino hasn't responded for 5 days, how will this situation turn out?
Automatic translation:
Public
Public
2 years ago
Dear danielk800,
The casino has provided us clear evidence that you have multiple accounts in IceCasino. As it it against the casino terms to have more than 1 account, your complaint will be now rejected.
Please keep in mind to never create more than one account in one casino, otherwise the casino can simply block them all and void your balance.
Regards,
Nick
