Thank you, IceCasino Team, for all the additional data and details.
Dear Stefanie,
It is clear from the data provided that:
- You registered and used both connected accounts and there was definitely activity on the first account
- At least 2 identical deposit bonuses were used (50% + 150 FS) on both accounts, with the first time being used on the first account in October 2022 - bonus abuse
- It seems like you confirmed your phone number on the first account, not the second one - although the numbers are almost the same, there is one number ("4") missing in the phone number filled in for the second account, which means it likely would not be able to be verified
Based on the facts above, we concluded that you are not entitled to the winnings won from the last deposit bonus due to a breach of the casino's terms and conditions as well as the bonus terms and conditions. After you activated and used the same bonus on your second account and breached the casino's rules, you were not entitled to any further deposit bonus. Considering that when playing with a bonus, as you might know, you first played with your real money balance, your deposit was lost, so the disputed funds are only the winnings from that bonus. Furthermore, if the casino asked to verify your phone number on the second account, it probably would not be possible. Feel free to correct me if I overlooked anything.
This is our proposal for a solution.
If you are still interested in reopening your account and the casino is willing to accommodate this request, I can keep the complaint open until this happens and you confirm that you have access to your gaming account again. However, it is entirely up to the casino whether or not they would refund your last deposit after reopening your account. Since we are aware of the circumstances, we will accept the possibility the last deposit will not be returned to you.
Do you please agree with the solution? Would you like me to ask the casino to reactivate your account (if the casino agrees with such a solution), and keep the complaint open until this is done?
Thank you, IceCasino Team, for all the additional data and details.
Dear Stefanie,
It is clear from the data provided that:
- You registered and used both connected accounts and there was definitely activity on the first account
- At least 2 identical deposit bonuses were used (50% + 150 FS) on both accounts, with the first time being used on the first account in October 2022 - bonus abuse
- It seems like you confirmed your phone number on the first account, not the second one - although the numbers are almost the same, there is one number ("4") missing in the phone number filled in for the second account, which means it likely would not be able to be verified
Based on the facts above, we concluded that you are not entitled to the winnings won from the last deposit bonus due to a breach of the casino's terms and conditions as well as the bonus terms and conditions. After you activated and used the same bonus on your second account and breached the casino's rules, you were not entitled to any further deposit bonus. Considering that when playing with a bonus, as you might know, you first played with your real money balance, your deposit was lost, so the disputed funds are only the winnings from that bonus. Furthermore, if the casino asked to verify your phone number on the second account, it probably would not be possible. Feel free to correct me if I overlooked anything.
This is our proposal for a solution.
If you are still interested in reopening your account and the casino is willing to accommodate this request, I can keep the complaint open until this happens and you confirm that you have access to your gaming account again. However, it is entirely up to the casino whether or not they would refund your last deposit after reopening your account. Since we are aware of the circumstances, we will accept the possibility the last deposit will not be returned to you.
Do you please agree with the solution? Would you like me to ask the casino to reactivate your account (if the casino agrees with such a solution), and keep the complaint open until this is done?
Edited by a Casino Guru admin