IceCasino - A conta do jogador foi bloqueada.

I am blocked and not receiving my money.

Bin blockiert und bekomme mein Geld nicht

Dear Kwleon,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Did you accumulate your winnings with or without a bonus? If you played with a bonus, please send me a link or a screenshot here.

Also, kindly forward me the email you received from the casino after your account was blocked at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I have passed the KYC verification. The winnings are without bonus. So they are real money. I have not received any payouts yet.

I had an account at ICE Casino a long time ago. But I had myself permanently blocked through self-exclusion.

Now I have registered again and ICE Casino should have been able to see that (email, home address and name were already there). That's the case with every app.

You had no problem with the deposits. But now that I have winnings, you just block me.

This is not okay!

Best regards

Hallo , die KYC Überprüfung habe ich bestanden . Die Gewinne sind ohne Bonus. Also Echtgeld. Auszahlungen habe ich noch nicht erhalten.

ich hatte vor langer Zeit mal ein Konto bei ICE Casino. Dort habe ich mich aber über Selbstausschluss für immer sperren lassen.

Jetzt habe ich mich neu angemeldet und da hätte ICE Casino sehen müssen ( Email , Wohnanschrift und Name gab es schon ) hin weisen müssen. Das ist auf jeder App so.

Bei den Einzahlungen hatten Sie kein Problem . Doch jetzt , wo ich Gewinne habe, blockieren Sie mich einfach .

Das ist nicht okay !

Mit freundlichen Grüßen

Hello and thanks for the information.

A very long time ago I was registered with ICE Casino. I then had the account permanently blocked and deleted! So it was clear to me that this account no longer existed. It could have been about 2 years ago.

Now I have registered again. In the meantime my name has changed from Frank K**** to Frank K***** Z*****mann because of my marriage and so has my email address. Kw****@web.de has long since ceased to exist. My place of residence and of course my age have remained the same. On all other platforms (VulcanVegas, Wunderino etc.) it would have been noticed during registration that the data matched and I would have received the message that an account already existed! That was not the case. ICE Casino wrote to me that their system does not recognise it. But that is not my problem.

For me one thing is clear!

ICE Casino did it on purpose! I could have deposited another €20,000. That's a real mess.

I assumed that the old account no longer existed.

Then ICE Casino should refund my deposits or my winnings. Because the error is not mine!

Best regards

Frank K**** Z*****mann

Hallo und Danke für die Informationen.

Vor sehe sehr langer Zeit war ich bei ICE Casino angemeldet. Ich hatte dann den Account permanent Sperren und Löschen lassen ! Somit war mir klar das es diesen Account nicht mehr gibt . Es könnte ca. 2 Jahre her sein .

Nun hatte ich mich wieder neu registrieren lassen . Zwischenzeitlich hat sich mein Name durch meine Hochzeit von Frank K**** auf Frank K***** Z*****mann geändert und meine Email auch. Kw****@web.de gibt es auch schon lange nicht mehr. Der Wohnsitz und natürlich auch mein Alter ist geblieben . Bei allen anderen Plattformen ( VulkanVegas, Wunderino etc.) wäre es bei der Registrierung aufgefallen , das Daten übereinstimmen und würde die Meldung bekommen das schon ein Konto existiert! Die war nicht der Fall. ICE Casino schrieb mir das Ihr System das nicht erkennt . Das ist aber nicht mein Problem .

Für mich steht eins fest!

ICE Casino hat es bewusst gemacht ! Ich hätte noch 20.000 € einzahlen können . Das ist eine große Sauerei.

Ich bin davon ausgegangen das der alte Account nicht mehr existiert.

Dann soll mir ICE Casino meine Einzahlungen oder den Gewinn erstatten . Denn der Fehler liegt nicht bei mir !

Mit freundlichen Grüßen

Frank K**** Z*****mann

Dear Kwleon

That would have been correct, if you used the same data for registering, but as you see above - yo uused a different e-mail address and a different personal data.

Kind regards

I can't use the same data if it no longer exists! That's not possible. I have had no data since the closure ( ) no longer played with this account. It didn't work anyway.

iCE Casino should have simply informed me when I registered that an account still existed. How was I supposed to know that?

The ICE Casino software seems to have some software gaps, because the address and year of birth have remained the same! Even the name has almost been changed, because Zimmermann is hyphenated.

I have now tried to register again at other casinos and immediately received a message saying that an account with these details already exists.

Ich kann nicht die selben Daten nehmen , wenn Sie nicht mehr existieren ! Das geht doch nicht . Ich habe seit der Schließung ( kwleon@web.de) nicht mehr mit diesem Account gespielt. Ging ja auch nicht .

iCE Casino hätte mich einfach bei der neuen Registrierung darauf hinweisen müssen ! , das da noch ein Account existiert . Woher soll ich denn das Wissen .

Die Software von ICE Casino hat da wohl Softwarelücken , denn Adresse und Geburtssjahr sind geblieben ! Sogar fast der Name . Denn Zimmermann steht mit Bindestrich.

Ich habe es jetzt mal bei anderen Casinos probiert mich erneut anzumelden , promt kam die Meldung , es existiert schon ein Konto mit diesen Daten.

I assume that ICE Casino has an intention behind this. They would have let me deposit a lot more euros...

Ich unterstelle ICE Casino das da Absicht hinter steckt . Sie hätten mich noch sehr viele Euros einzahlen lassen ….

Dear Kwleon

Please feel free to register with any of the above e-mail address, and the system will not allow this as well.

Kind regards

I don't quite understand what you mean? What happens next?

Verstehe nicht ganz was Sie jetzt meinen ? Wie geht es jetzt weiter ?

Why am I writing with ICE Casino? I wanted to clarify everything about Guru Casino

Wieso schreibe ich eigentlich mit ICE Casino ? Ich wollte alles über Guru Casino klären

Dear Ice Casino representative,

Thank you for getting in touch and providing a more detailed explanation regarding the player’s issue.

Dear Kwleon,

I would also like to thank you for your emails and the explanations you shared. Unfortunately, I don’t have good news.

Your original account with Ice Casino was permanently closed due to gambling-related issues. Please be aware that in cases like this, the casino system blocks your name, email address, physical address, phone number, and date of birth. This ensures that any attempt to open a new account would result in the system flagging it as blocked. However, if a new account is created using a different email address and name, the system may not initially recognize the link to the blocked account, allowing the new account to be created. Only once you submit identity documents for verification does the system identify you as a self-excluded player, resulting in the second account being closed.

Unfortunately, since you circumvented the casino's self-exclusion by using a new email and a different name, the system was unable to flag you as a blocked user when the new account was created. Given these circumstances, we are unable to assist in retrieving refunds or winnings.

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.