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My wife wrote to iWild, IceBet, and Flappy to close her accounts due to gambling addiction, which all the Altacore casinos did 👍

I also have casino accounts at some of these casinos, and a few days later I was also excluded from all of them except for iWild Casino. I have a win of 700 euros for which I have requested a withdrawal, and I am terrified that iWild is going to confiscate these and close my account.

I contacted IceBet where I had deposited money and had an active bonus when they closed my account due to gambling addiction. I explained that I stated that I was the one with a gambling problem and hence closed my account. I clarified that this wasn't correct and asked them to justify it, but received an unsatisfactory response that this decision is final.

Can you help me?

Min fru skrev till iWild, IceBet och Flappy att hon ville stänga ner sina konton pga spelmissbruk vilket dom gjorde på samtliga casinon Altacore har 👍

Jag har också casinokonton på vissa av dessa casino och efter några dagar så vart även jag utesluten från samtliga utom iWild Casino. Jag har en vinst på 700 euro som jag begärt uttag på och är livrädd att iWild ska konfiskera dessa och stänga mitt konto.

Jag kontaktade IceBet där jag hade satt in pengar och hade en aktiv bonus nör dom stängde mitt konto pga spelmissbruk och förklarar att jag sagt att JAG har ett spelmissbruk och därav stängt mitt konto, förklarade att detta inte var rätt och bad dom styrka detta men fick inget anbat svar att detta beslut är definitivt.

Kan ni hjälpa mig?

Hello MRVEGAS22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account got closed by them or on your request? Since when exactly are you waiting for your payout from iWild Casino? When was the last time you contacted them and what did they respond?

Looking forward to your answer.

Regards,

Nick

So far I have no problems with iWild Casino as it is the only one of Altacore's Casinomns that has not yet been closed due to my alleged abuse.

Have requested withdrawals to be KYC verified tomorrow/Monday and am afraid it will be shut down as all other Casinos from Altacore were shut down after my wife reported her abuse.

The problem at the moment is that IceBet Casino closed my account with an active bonus and said that I said that I said that I have a gambling addiction.

and since all other casinos from Altacore were also closed after this, I am afraid that iWild will also close my account.

so my complaint stems from the fact that I want IceBet to open my account and give me my bonus and for them to remove the fact that I would have reported gambling abuse as this is not correct.

Än så länge har jag inte problem med iWild Casino då det är det enda av Altacores Casinomnsom ännu inte stängts pga mitt påstådda missbruk.

Har begärt uttag som ska KYC verifieras imorgon/måndag och ör rädd att det ska stängas ner då alla andra Casinon från Altacore stängdes efter min fru meddelade sitt missbruk.

Problemet i nuläget är att IceBet Casino stängde ner mitt konto med en aktiv bonus och sa att jag sagt att jag sagt att jag har ett spelmissbruk.

och eftersom samtilga andra casinon från Altacore även stängts efter detta så är jag rädd att även iWild ska stänga mitt konto.

så mitt klagomål härrör att jag vill att IceBet öppnar mitt konto och ger mig min bonus och att dom tar bort att jag skulle meddelat ett spelmissbruk då detta inte är korrekt.

All Altacore NV Casinos were closed after my wife asked for her accounts to be closed due to gambling addiction.

When contacting IceBet Casino, they say that I reported gambling abuse and therefore closed my accounts.

When I asked for documentation to prove that I had reported gambling addiction, I only get the answer that this is final.

So I have NOT asked for any accounts to be closed and I have NOT said that I have a gambling addiction.

Samtliga Altacore N.V. Casinon stängdes efter att min fru bett sina konton ska stängas pga spelmissbruk.

Vid kontakt med IceBet Casino så säger dom att JAG meddelat ett spelmissbruk och därför stängt mina konton.

När jag bett om underlag att styrka att JAG skulle meddelat ett spelmissbruk så får jag bara som svar att detta är slutgiltigt.

Jag har alltså INTE bett att några konton ska stängas och jag har INTE sagt att jag har ett spelmissbruk.

I would like this complaint to be moved to IceBet Casino instead of iWild Casino as it currently concerns IceBet and several others of Altacores Casino.

iWild is still open but, as I said, I am worried that it will be closed and winnings confiscated because IceBet entered me as a gambling addict.

I want IceBet to remove me as a gambling addict and open my account and also that they remove me as a gambling addict at all Altacores Casinos as I did NOT request or say this but it is my wife who has excluded herself from their casinos.

Jag skulle vilja att detta klagomål flyttas till IceBet Casino istället för iWild Casino då det berör i dagsläget IceBet och flera andra av Altacores Casino.

iWild är fortfarande öppet men är som sagt orolig att det ska stängas och vinster konfiskeras pga att IceBet lagt in mig som spelmissbrukare.

Vill att IceBet tar bort mig som spelmissbrukare och öppnar mitt konto och även att dom tar bort mig som spelmissbrukare på samtliga Altacores Casinon då jag EJ begärt eller sagt detta utan det är min fru som har uteslutit sig själv från deras casinon.

The Casinos that were closed for me after my wife request were following:

IceBet Casino

DozenSpins Casino

AllReels Casino

WinLegends Casino

Stelario Casino

Following Casinos from Altacore is still open: iWild Casino and Flappy Casino

Hello MRVEGAS22,

As long as you did not request for exclusion (only your wife), the casino had basically no reason to close your accounts as well. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello MRVEGAS22,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear IceBet Casino,

Could you possibly provide additional information regarding the closed accounts and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear MRVEGAS22,

We provide information regarding your complaint.

The IceBet Casino Risk Department has conducted a thorough review of your MRVEGAS22 account.

Account MRVEGAS22 - did not pass the casino security check.

2024-02-03 20:06:56 UTC+0 you registered an account with the login TESSIETJEJEN, to which you made deposits and placed bets. Accounts MRVEGAS22 and TESSIETJEJEN have minor differences in data. The TESSIETJEJEN account has a different name, additional characters in the last name, gender, additional characters in the address, a different phone number and email.

In connection with these facts, we have every reason to believe that the account is duplicate and all these factors indicate a clear connection between the accounts.

2024-02-19 The casino support service received an email from the email associated with the TESSIETJEJEN account with a request to close the account due to gambling addiction. Email text:

"I want to close my account because I have a gambling problem."

Creating duplicate accounts is a violation of the rules of clause 2.6 of the casino, and has:

- By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates. The Casino reserves the right to block multiple accounts without notice.

If we decide to delete a duplicate account:

- all bonuses, free spins and winnings that you received by using this account will be canceled;

Due to a violation of the project rules, your MRVEGAS22 account is closed as a duplicate without the right to re-open.

The casino is not responsible for your opening a new account or any losses you may incur after opening a new account. We reserve the right to close an account created in violation of these rules at any time.

All actions with your account were performed strictly in accordance with the casino rules that you agreed to upon registration.

This decision is final and cannot be revised.

Sincerely,

Risk department IceBet Casino.

My wife verified her account with her ID etc and I have verified mine. There are no duplicate accounts as we are two different people which they can clearly see in their verifications so closing my accounts because of this seems completely unreasonable.

Accounts MRVEGAS22 and TESSIETJEJEN have minor differences in data. The TESSIETJEJEN account has a different name, additional characters in the last name, gender, additional characters in the address, a different phone number and email.

my wife's username is TESSIETJEJEN and we have the same address, same last name but different e-mails and phone numbers of course.

Then perhaps it should be written that only one person per household may have an account, but that is not stated in the conditions.

now my account at iwild casino has also been closed for the same reason and I had a profit of 300 euros that I requested a withdrawal from, which I don't know what is happening now.

How can you say that they are duplicates when they clearly see in the verification that we are two different people.

Min fru verifierade sitt konto med sin legitimation mm och jag har verifierat mitt. Det finns inga dublettkonton eftersom vi är två olika personer som dom klart och tydligt kan se i sina verifieringar så att stänga mina konton pga detta verkar helt orimligt.

Konton MRVEGAS22 och TESSIETJEJEN har mindre skillnader i data. TESSIETJEJEN-kontot har ett annat namn, ytterligare tecken i efternamnet, kön, ytterligare tecken i adressen, ett annat telefonnummer och e-post.

min fru har användarnamn TESSIETJEJEN och vi har samma adress, samma efternamn men olika epost och telefonnummer självklart.

Då kanske man ska skriva att endast en person per hushåll får ha konto men det står inte i villkoren.

nu har även mitt konto på iwild casino stängts ner av samma anledning och jag hade en vinst på 300 euro som jag begärt uttag på, vilket jag inte vet vad som händer ned nu.

Hur kan man säga att det är dubbletter när dom klart och tydligt ser i verifieringen att vi är två olika personer.

Dear IceBet Casino,

We completely understand that it's the casino's free will to decide if they will or will not keep a player, and we also understand the measures of blocking a player's account if he lives in a household with another player who has a gambling addiction.

However, we suggest this player should be given the option to withdraw all the available funds from his account before closing it, including his winnings.

What would happen to the 700 euros in this case? We will be waiting to hear from you.

the win of 700 euros was on iWild, which they have paid out, so there are no winnings to collect at icebet casino, it was just an existing bonus that I got rid of.

vinsten på 700 euro var på iWild vilket dom har betalat ut så det finns inga vinster att hämta ut hos icebet casino, det var bara en befintlig bonus som jag vart av med.

Dear Michal,

Please note that the player's request regarding payments in the amount of 700 euros concerned IWild Casino, and not IceBet Casino.

In turn, we contacted representatives of IWild Casino and we found out that all payments to the player were made by the financial department of IWild Casino, of which the user was notified by email linked to the IWild Casino account.

Dear MRVEGAS22,

We inform you that according to information received from representatives of IWild Casino, your account was closed by decision of the administration without the right to reopen.

The casino is not responsible for opening a new account for you or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

According to the rules of the project, you are not allowed to play on this casino site and on the sites of partners related to our casino license.

This decision is final and cannot be changed.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

IceBet casino risk department.

As I have mentioned before, it's the casino's free will to decide if they will or will not keep a player, and we also understand the measures of blocking a player's account if he lives in a household with another player who has a gambling addiction. This would be the best course of action when it comes to protecting the player who is struggling with gambling addiction.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal V from Casino.Guru