The player's account got blocked for having multiple accounts. We were provided with enough evidence to confirm that the player owns 2 accounts and that she previously claimed the same bonus on the first account. The disputed winnings were obtained from the bonus used for the second time on her duplicate account. The complainant is not entitled to the winnings obtained in this way, but the casino reactivated her account. After gathering all the necessary information and the nature of the complaint, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse.
IceCasino - The player's account got blocked.
Amount: €1,000
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello (to icecasino)
After 5 days of verification, I was informed that I had a double account.
However, this was never used and was requested to be deleted a long time ago, so I was never able to log in there.
(fanie.so******n1@gmail.com) if you look you would also see that there has never been any activity or deposit bonus or withdrawal let alone verification!
However, despite this email, I was able to register again (stefanie.n******1@gmx.net) and deposit there and use the games.
After countless live chats in which I asked if everything went well during verification, I was never told about the open account that should have been deleted long ago.
I waited 5 days for my verification and finally got banned!
Strangely, my deposit was always sent to this email address (fanie.sov****gn1@gmail.com), although that couldn't be possible.
And I never got any messages on the active email! I wonder why there are problems with the withdrawal because of a double account and with the deposit it didn't matter if it was sent to the wrong email! I had no bad intentions and didn't get any bonuses or free spins twice! Otherwise I would not wait so long that my winnings are finally paid out. You can check the activities! So it would only be fair not to cancel my payout but finally the first account that has never been used.
N****** Stefanie
Edited by a Casino Guru admin
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1 year ago
Hello stefanieneumann1,
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 if your account is already verified and is yes, since when exactly? When exactly did you close your first account? Did you claim any bonuses on it? When was the last time you speak to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Thanks for the answer!
I wanted to verify how the bonus money became real money because I wanted to withdraw. I then waited 5 days, never got any information and no email, only when I wanted to log in was I was speared.
I couldn't close it myself. I suggested to you that this 1 account doesn't work, I didn't fully register there either, so no phone number confirmed, never deposited and didn't claim a bonus. I know the rules.
Yes yesterday I was in the live chat but it just said the administration has decided to throw my accounts and to cancel it again they have to cancel my profit.
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1 year ago
Thank you stefanieneumann1 for all the information provided. As long as there was zero activity on your second account and you did not have any advantage over the casino, there shouldn't be a problem to verify and use the one that is active. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Translation
OK thanks. Yes, I hadn't used the first one.
In any case, I've now been fully verified after they canceled the withdrawal. Have now paid a new withdrawal with a different win and this should now be accepted according to the operators and I have to wait at least 5 days.
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1 year ago
Hello, Stefanie,
I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IceCasino's representative to join this conversation and participate in the resolution of this complaint.
Dear IceCasino Team,
Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the winnings? What was the activity on the first casino account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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1 year ago
Translation
I just want to prove whether I really used the first one or whether I paid in there because I received confirmation of the deposit on the email address I paid in with the second email address and used this account! And 2nd, how can I be registered twice with the same phone number and bank details without being pointed out to me. Because as I said, I thought the first account would be obsolete, which is why I was so shocked.
When I wanted to pay out I was simply blocked after waiting 5 days and with the statement I should accept via chat that the money will be canceled by you and I will then be unblocked again. The last 2 withdrawals worked fine.
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1 year ago
Thank you, Stefanie, for the additional information. However, the provided screenshot only confirms that you have access to the email address from the first registered casino account. It is not clear why the confirmation was sent there. Therefore, now I would like to wait for the casino's response.
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1 year ago
Translation
Well, but the question is why I got the confirmation there even though I didn't log in via this email and paid in
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1 year ago
Hello,
According to our records, the player agreed to the deal offered by the casino and admitted having multiple account.
The account is unlocked starting from 11.01.2023 09:01:28 (UTC)
Best regards
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1 year ago
Translation
That is not right.
I've often denied it and said it can't be.
however, every operator wrote me sorry the administration has already set this and my account will not be unlocked until I agree to the cancellation and my win is annulled!
Can't you prove I had 2 accounts? I would also like to know. However, I don't think you can register twice. And as I said, I should have been informed of this at the latest when paying in or then blocked not only when paying out.
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1 year ago
Dear Branislav, stefanieneumann1
Please refer to the screenshot below, that proofs the player has two accounts:
We blocked the account again, since based on player's response - she never agreed to the terms of the Casino.
Kind regards
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1 year ago
Translation
I had 2 but could only use one that's the difference.
That's why I want an explanation because it's unfair. Can one prove that I fanie the account…. ever used?
an operator in the chat wrote at the time that I was never fully registered or that my phone number was never verified. And that's because I could never use it, I never got in through the password.
And now here's my number. It doesn't match.
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1 year ago
Stefanie, it looks like the phone number was confirmed. Is it your date of birth in the screenshot above?
Before you mentioned that your account got fully verified and that you requested a new withdrawal that should have been paid. What is the current status of your account and the balance in your account? Has anything been already paid to you? If yes, how much has been paid, and how many of your winnings were confiscated? What is the current disputed amount of the complaint?
Dear IceCasino Team,
What advantage did the player gain by creating 2 accounts or playing this way? Was there a breach of any other casino Terms and Conditions? Can you provide us with the same screenshot but from a duplicate account?
What was the activity on the first casino account? Were there any bonuses used? If yes, what bonuses?
Although it is forbidden to create more than 1 account in the casino and it is not a proper way how to test the casino, why should the player's winnings or part of her winnings be confiscated if there was no activity in the first account?
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1 year ago
Translation
In the chat, an operator gave me in response (why I wasn't informed from the beginning about 2 accounts. ) that I didn't confirm my phone number. Perhaps indicated but they would not have confirmed. (So it's not a complete registration. When I was depositing, I noticed that I received an email confirmation of the deposit into the account (fanie...) although I deposited via stef***********n1@gmx.net I then chatted with someone that they are removing this account because I couldn't log in there anyway.
That's why I didn't think anything of it. I wouldn't deposit if I knew I couldn't pay out any winnings, I know the guidelines.
Would like proof if I have claimed bonuses with 2 accounts.
Because if not, then I haven't broken any law, I've wagered the bonus money x40, played over €4,000 and won €1,700.
When trying to pay it out I was banned 4 days later with the reason 2 accounts. And in order for me to be unlocked again, I would have to accept that and my winnings would be annulled.
Edited by a Casino Guru admin
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1 year ago
Dear Stefanie,
Please note that the casino is able to identify account multiplicity only during verification, or upon requesting a withdrawal. It is not industry standard that casinos would request verification upon registration.
However, let's wait for the casino's response and further details.
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1 year ago
Hello all,
So here what we have here:
Player Id: 40910131 Stefa*******ann1@gmx.net (disputed account) - activated and used 20+ bonus offers;
Player Id: 38108996 fan*******eign1@gmail.com (original account) - activated and used 4 bonuses, that include no-deposit bonus as well.
Kind regards
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1 year ago
Translation
Are there screen shoots? How can I use bonuses without full registration?
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1 year ago
Dear IceCasino Team,
Please note that evidence in the form of an explanation is considered insufficient to support the casino's claims and decisions. We look at each multiple accounts case individually, and the use of multiple accounts in the casino does not always mean an (unfair) advantage for the player. We will therefore need more data to fully consider the complaint.
Since we just know that the player created another account in IceCasino before, as was already mentioned, if there was no activity in the first account (anything else has not been supported with enough evidence yet), could you please provide me with the following data:
- The same type of screenshot with the personal details from the player's second account
- Transaction/gameplay history from both accounts with visible accounts' IDs/emails and the used bonuses with dates and times
Feel free to use my email (branislav.b@casino.guru).
Looking forward to hearing from you.
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1 year ago
Translation
Now that's directed at the casino I presume? Because I can't send anything, I'm banned.
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1 year ago
Yes, it was directed to the casino representative, Stefanie. I addressed the casino at the beginning of my post and the timer was set for the casino.
Dear IceCasino Team,
Unfortunately, there was a little misunderstanding. I was provided with data that likely does not relate to this complaint. Please, go through this thread once again carefully, read my last email regarding this case, and provide me with the requested details.
Looking forward to hearing from you.
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1 year ago
Translation
What does the timer for the casino mean has been set?
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1 year ago
It means that we are waiting for the casino's reply in this thread within the set time frame. In this case, I am also waiting for the correct data from the casino representative via email.
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1 year ago
Dear Branislav,
Apologies for the confusion. The e-mail was just sent.
Best regards
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1 year ago
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?
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1 year ago
Translation
So I'm 100% not entitled to the money?
yes then unlock at least one account
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1 year ago
No, because by registering with the second account and using the same bonuses that were previously used on the first account, the casino's Terms and Conditions were breached - bonus abuse. Only one bonus per player is allowed. Everything was explained in my previous post.
Dear IceCasino team,
Is it possible to reactivate one of the player's accounts, please? If yes, is there anything else the player should do?
Based on all the information, it would likely be most efficient to reopen her second account where KYC was completed.
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1 year ago
Greetings all,
Thank you very much, IceCasino team, for the update.
Dear Stefanie,
Can you please confirm your account has been reactivated?
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1 year ago
Dear Stefanie,
Thank you for your confirmation.
However, although we were able to help you with the account reactivation, after gathering all the necessary information and the nature of the complaint, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. You are not entitled to the disputed winnings obtained in this way. The casino acted correctly and within its terms and conditions.
I am sorry we were not able to help you with this one satisfactorily, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.
Best regards,
Branislav, Casino.Guru
