The player's account got blocked due account multiplicity. The complaint was rejected as the player breached multiple casino rules.
IceCasino - The player's account got blocked.
Amount: $26 CLP
IceCasino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I was waiting approximately more than 1 week for the withdrawal of money thanks to a bonus. I deposited what for me is a large amount of money and followed all the steps to get it withdrawn. They had a 20% commission for me and despite that I decided to accept the withdrawal. I was constantly contacting the support people, I asked them if I could withdraw the money despite not having the account verified and EVERYONE said yes. As the week passed I received an email which said that the withdrawal would not be made WITHOUT COMPLETING THE VERIFICATION (it should be noted that I had previously asked and they told me verbatim that it was not necessary but that they recommended it) so yesterday I decided to continue all steps of the verification and complete it to the best of your ability. Today when I got home and checked how everything was going, I realized that my account had been blocked due to ALLEGED DUPLICATION OF ACCOUNT. This surprised me quite a bit since I didn't have any additional accounts. THAT IF I recommended the casino to acquaintances who were in the same residence. They decided to create their personal accounts because one cannot share the same account due to privacy policies. Each one did their corresponding procedure and their email and telephone number verification and began to use the casino on their own.
This seems unusual to me because by inviting people it is decided to block my account. It should be noted that an account has its own verification and personal data, so a "scam" or "duplication" of it is impossible. Upon contacting customer service they told me that there was no going back and that I would simply lose all my money and progress with the account.
They did not comply with the withdrawal of the money and I have not received any more answers. I really feel affected because
- I was looking forward to that withdrawal.
- I was extremely distrustful of casinos and withdrawing money and DESPITE THAT I decided to try my luck with this one and deposit
- Every day that passed they told me that the withdrawal would be made but apparently they even managed to block my account so as not to be able to withdraw it
- For me it was a significant amount of money
I hope for a prompt response, at this time the only solution they gave me was: your account was blocked, you lost your money and there is no solution until later.
Automatic translation:
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1 year ago
Hello denissealejandra097,
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 your account verified? When did the casino close your account and did you receive any notification regarding it? Did they provide any proof of account multiplicity to you? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
It took approximately 2-3 weeks with the account. I did not know that you could not withdraw money without a verified account, so on Wednesday, October 26, I decided to upload the corresponding data. On Thursday, October 27, when I tried to access my icecasino account and see if the verification had been approved, it did not allow me access and the only thing that appeared on the screen was "this account has been blocked". I did not receive an email to notify or anything, I had to contact support and their response and help was not what I expected. They did not provide me with any proof of multiplicity of accounts and the last day I contacted support was to ask why they had decided to block my account, there the only answer was that it was blocked and that the money would also be lost. He had been waiting for the withdrawal of that money for more than a week. The support people are not clear when giving information since I asked at least 4 times if the money withdrawal would be made without verification and everyone said yes but it would take time. A week or more went by and nothing.
Greetings.
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1 year ago
Thank you denissealejandra097 for all the provided information. I would like to ask IceCasino to join us and help us clarify the situation.
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1 year ago
Thank you IceCasino for the provided proof.
Dear denissealejandra097, as you have breached the casino terms by creating multiple accounts and claiming bonuses, we will be now closing your complaint.
Please do not hesitate to contact us if you will come across any other trouble again in the future.
Regards,
Nick
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