IceCasino - A conta do jogador foi encerrada.

I created an account at this casino a few days ago. Yesterday, I received an email offer for a free spin at a wheel. There, I won 30 lei, and from those 30 lei, I made 260 lei. After completing the KYC verification steps, my account was blocked, and I can no longer access it. I contacted live chat, and they told me I violated the terms and conditions because I have multiple accounts, even though I only made one account a few days ago. I want to mention that a week ago, a family member made an account at this casino using the same phone I used, but that account belongs to another person and is not a duplicate account. Again, a few days ago, I created an account in my name and submitted the documents for verification. It's possible that I may have created an account under my name a few years ago, but I did not verify it, and I did not complete the account.

I want my account back, which was unjustly closed, so I can make a deposit and then withdraw the money I won.

Am facut cont la acest cazino acum cateva zile. Am primit ieri o oferta pe email ca am o rotire gratuita la o roata. Acolo am castigat 30 de lei si din acesti 30 de lei am facut 260 de lei. Dupa ce am parcurs pasii de verificare kyc am fost blocat si nu mai pot intra in cont. Am intrat pe live chat si mi s a zis ca am incalcat termenii si conditiile deoarece am mai multe conturi eu avand un singur cont facut acum cateva zile. Tin sa mentionez ca acum o saptamana cineva din familie si-a facut cont la acest cazino de pe acelasi telefon care am facut si eu cont dar acel cont este al altei persoane si nu este cont duplicat. Repet. Acum cateva zile, am facut cont pe numele meu si am trimis documentele pentru a fi verificat. S-ar ptea sa mai fi facut un cont acum cativa ani cu numele meu dar nu l-am verificat si nu am facut contul complet.

Imi vreau contul inapoi inchis pe nedrept sa pot depune ca dupa sa pot face o retragere cu banii castigati.

Dear tonyy2509,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

First, let me emphasize creation of multiple accounts in the casino is strictly prohibited in most online casinos.

Please understand that if the same device is used to create accounts in online casinos, these online casinos will consider this practice as creating multiple accounts by a single person. I would discourage you from continuing such practice in the future as your winnings will not be honored if the casino does appropriate checks.

There is no definitive way to prove you weren't the one using multiple accounts, and therefore we are not able to offer any assistance in this matter, even if you made a genuine mistake.

If you allowed your device to be used to create multiple accounts in other online casinos, I would recommend not to continue depositing into such casino accounts either, as these accounts might also be considered duplicates. Make sure you are the only one accessing your account from your device.

Please let me know if there are any circumstances, I haven't considered, otherwise I'll close the complaint.

Best regards,

Tomas

Mockery! Well, if it has other login data, another name and other documents, how can it be considered a duplicate? From what I can see, several users had the same problem and it was solved on Casino Guru. The other accounts have NOT been kyc verified! And I repeat, they have a different name and different login data. How can you tell that these accounts are duplicates? Please search the web for other identical cases from Casino Guru to see that the accounts have been unlocked.

Bataie de joc! Pai daca are alte date de logare, alt nume si alte documente cum sa se considere duplicat? Din cate observ, mai multi utilizatori au avut aceiasi problema si s-a rezolvat pe Cazino Guru. Celelalte conturi NU au fost verificate kyc! Si repet, au alt nume si alte date de logare. Cum puteti spune ca aceste conturi sunt duplicat? Va rog sa cautati pe web alte cazuri identice de pe Cazino Guru sa vedeti ca s-au deblocat conturile.

Dear tonyy2509,

As I explained, if you used the same device, it can and will be considered a duplicate. If you accepted a free no-deposit bonus while using the same device on multiple occasions, online casinos shall view such actions as abusing bonuses and will disallow withdrawal of such winnings. If you have suspicions accounts have been created in your stead in online casinos, always inform casino support in advance and inquire about consequences when creating a new account. Often the casino in such a situation might disallow you to create a new account or limit your ability to claim bonuses.

Unfortunately, after considering the circumstances presented, we have no other option but to reject the complaint as unjustified. Even though we couldn't help, please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future.

We've reopened this complaint at the request of tonyy2509. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

Why was the case closed without a response from the casino? I was waiting for an answer from Ice Casino after I sent the last message! It is unfair what is happening here. There are identical cases that have been solved! Why is it not possible for me? I'm still waiting for an answer from Ice casino! I want my 280 lei won!

We’ve reopened this complaint at the request of tonyy2509. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message:

De ce cazul a fost inchis fara un raspuns al cazinoului? Eu asteptam un raspuns din partea Ice Cazino dupa ce am dat ultimul mesaj! E nedrept ce se intampla aici. Sunt cazuri identice care au fist rezolvate! La mine de ce nu se poate? Inca astept un raspuns din partea Ice cazino! Imi vreau cei 280 de lei castigati!

Dear IceCasino,

Could you please confirm the previous account was opened several years ago and whether this fact along with the player completing account verification could be taken into account in this situation?

I'll await your reply.

Hello Tomas

The account in disputed was opened at 29.06.2024 13:41:41 (UTC)

Another (first) account was opened at 27.07.2023 17:20:26 (UTC)

We'd like to emphasize, the two accounts belong to the same person, and the no-deposit bonuses were used at both. Also, there was not a single transaction made by the player.

Kind regards

Thanks for the clarification.

Dear tonyy2509,

Suppose there was a single device; only no-deposit bonuses were used on both accounts, and no deposits were made. In that case, we can't argue against the casino's conclusion about the breach of their rules.

Please let me know if there are any circumstances I haven't considered, otherwise I'll close the complaint.

They were not taken from the same phone!

My brother make the old accont and its not verificated! As he made this account, so could everyone who has my name and knows my date of birth. I think this casino its a scam

Dear tonyy2509

Actually, we can now even see, that you attempted to log in to both accounts via the same Android device and same IP was used.

Regards

When you told me that I still have an account, I asked my brother if he made an account with my name and he said yes. Then he tried to log into that account to see if he created the account. I don't understand why you find wrong reasons to keep that money for me.. As I have repeated many times, That account was made by my brother without my knowledge. He used my name and date of birth! He didn't even check the account because he couldn't because he didn't have my documents. If I can't solve anything even with Casino Guru, I will go further in court. It is unfair to be accused of multiple accounts without me knowing that I have multiple accounts and to lose money for no reason. Im waiting a response from Ice Casino! I wrote in English so maybe it is better understood that way

Hello tonyy2509

As we said previously, having multiple accounts in your name and using the no-deposit offers is strictly prohibited by any casino. We guess, the only one to blame - is your brother, who supposedly opened up the account not in his name (why?) but in yours.

And yes, our lawyers will be happy to provide all the evidence in court.

Best regards

Because he wanted to use that welcome bonus! I HAVE NO BLAME FOR THIS! I MADE ONE ACCOUNT! I want my winnings. Its about 260 Lei ( about 52 eur)

I understood that it is forbidden to make several accounts with my name, but now I have no fault because I did not know that I had another account. That account, as I said, was created by my brother a year ago. That account wasn't even verified! My brother did not have my documents to verify the account. The only verified account is the one I made.

Dear tonyy2509,

since the winnings are from a no-deposit bonus, the circumstances related to the breach of the casino's rules prevent us from concluding the issue in your favor.

Please keep in mind the no-deposit bonuses were redeemed within the same household, which most casinos prohibit, and using your personal information. Also, no identifiable deposits were made that would distinguish between you and your brother. It's almost impossible to rule out you opened these accounts yourself, therefore the complaint will 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 issues with any online casino in the future.