IceCasino - A conta do jogador foi encerrada e os ganhos foram confiscados.

Good day!

registered at this casino, uploaded the necessary documents for verification.

Made a couple of deposits and I was lucky to win, tried to withdraw. The next day my account was blocked and they wrote to me about the beginning of an investigation!

On 05/21/2025 I was notified that my account was permanently blocked with confiscation of funds due to forged documents.

I provided all the correct documents and I don't understand what the problem is.

Please help!

Dear Kuznets,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your casino account. In order to assist you better, I would like to clarify a few details regarding your situation:

• Could you please specify what documents you uploaded for verification?
• Did you receive any specific details about which documents were considered forged?
• Have you communicated with the casino's support team regarding this issue? If so, what was their response?
• Can you provide the exact date you made your withdrawals?
• Have you received any additional correspondence from the casino after the initial notification of account blockage?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication regarding this matter, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

1. Passport photo and selfie with it and telecommunications bill
2. No, just that they consider them fake and my account is blocked forever
3. Yes, I communicated. The reaction was sharply negative, they said it was blocked and there was no point in writing to us anymore.
4. 
   

05/18/2025 I made a request for payment! and I uploaded the documents immediately after registration on 05/14/2025 (i.e. they were satisfied with my documents when I lost money, and when I decided to withdraw they blocked me)

Only this message, after my appeal, if I hadn't written to them myself, I would never have found out about the blocking: Your account has been temporarily blocked due to a verification check. Please wait a few days while the process is completed. You are welcome to contact us later for an update on the result.

Thank you for your understanding. Have a good day!

After that, they blocked it forever and didn't notify me either!

I don't understand why they have such a high rating.

Dear Kuznets

Can you please let us know if you are based in Ireland or Poland?

Dear Petronela, we will send you the proofs of fraudulent documents right after we get all the responses from the player.

Kind regards

I am currently in Poland, but I often travel to Ireland, is this a problem? Can I not leave my home to receive a payout at your casino?

Hi,

Thank you for the clarification and for sharing additional details about your situation.

At this point, we are waiting for IceCasino to provide their official comments and supporting evidence regarding the alleged forgery of documents. Once we receive their response, we will carefully review all available information and assess the case accordingly.

We appreciate your patience and cooperation so far. Should you receive any further updates or communication from the casino in the meantime, please feel free to forward it to petronela.k@casino.guru.

We’ll be in touch as soon as we have more information.

IceCasino has 0d 0h 0min 0s to respond

Do you really think this casino deserves a rating of 9.8??

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Kuznets,

Thank you for your message and for continuing to follow up on your case.

We wanted to let you know that we’ve just received a response from IceCasino, including their official comments and supporting evidence regarding the situation. Our team will now carefully review the information they’ve provided.

We appreciate your patience and will get back to you as soon as we have completed our assessment.

In the meantime, if you receive any new communication from the casino, feel free to forward it to petronela.k@casino.guru.

Dear Kuznets,

Thank you very much for your continued patience while we reviewed the information provided by IceCasino.

We’ve now received and examined the documents and supporting evidence sent by the casino. Based on our review, the casino has provided solid proof indicating that the documents submitted for verification were altered, which directly violates their terms and conditions and was the stated reason for the permanent account closure and confiscation of funds.

To ensure full transparency, we would like to give you the opportunity to respond. If you believe there has been a mistake, could you please forward to us the exact same documents you originally submitted to the casino? This includes your passport, selfie, and the telecommunications bill you mentioned. You can send them to petronela.k@casino.guru.

We will carefully compare the documents and consider any explanation you may wish to provide before making a final decision on this complaint.

Thank you again for your cooperation.

I renamed the file, maybe there was some mistake. Also, I run all the files that I download to my computer through antivirus and this process can also lead to changes in the file. It seems to me that the casino is just looking for something to find fault with. It is looking for a catch so that for some subjective reason it will not pay me out winnings. Even if the casino does not accept the previous address confirmation document for some reason, I can provide another oneIf necessary, I can take new photos for confirmation, there is no problem with that.

Hello,

Thank you very much for your reply and for explaining your situation.

Upon our review, we have found that the proof of address (POA) document you shared here in the complaint thread is completely different from the document the casino provided as the one they received from you during the verification process.

To clarify this properly, could you please forward to us the exact same POA document that you originally uploaded or sent to the casino for verification? It’s very important that we review the original file exactly as it was submitted to the casino.

You can send it directly to petronela.k@casino.guru.

Once we have this, we will carefully compare both versions and consider any explanation you wish to provide before making a final decision on your complaint.

Thank you very much for your cooperation and understanding.

Good day!

I sent it to your email, please confirm that you received it, I can't attach a PDF on the website

Hello Kuznets,

Thank you very much for your reply and for explaining your situation.

Upon our review, we have found that the proof of address (POA) document you shared here in the complaint thread is completely different from the document the casino provided as the one they received from you during the verification process.

• To clarify this properly, could you please let us know where you obtained the bill you forwarded to us?
• Additionally, would you be able to record a short video showing how you download the original PDF file directly from the app or website you used to get this bill? There are some details that I’d like to verify carefully to ensure we have a clear understanding of what was submitted to the casino.
• Also, could you please confirm under which country you registered your account on the casino’s website and what your actual country of residence is?

You can send the video and any related information directly to petronela.k@casino.guru.

Thank you in advance for your reply.

Dear Kuznets,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

By nationality I am Ukrainian, but due to a full-scale invasion of evil forces into my country, I had to leave.

In fact, I live in two countries, but in my heart I am always with Ukraine!!

I registered an account while in Poland and live there.

The bill is sent by the service provider and the invoice is sent to the email after payment.

Hello,

I’m really sorry for the delay in your case. Petronela, your assigned resolver, is currently on a short vacation, and since she has the clearest overview of your situation and is in direct contact with the casino, we’ve decided to extend the timeline by 3 more days to ensure she can handle this personally.

We truly appreciate your patience and understanding, and I want to assure you that Petronela will get back to you before the end of this week.

Thank you again for bearing with us.

Dear Kuznets,

Thank you for your message.

Regarding the invoice you mentioned, could I kindly ask you to forward the original email from the service provider (the one that includes the bill or invoice) as an attachment to petronela.k@casino.guru?

This is important because:

• The original email provides authentic metadata (such as sender address, timestamp, and email headers), which helps us confirm the legitimacy of the document.
• A screenshot or PDF version alone doesn’t always offer sufficient proof — some casinos require the full email context to verify the source.

How to do it:

1. Open the email from your provider in your inbox.
2. Look for the "Forward" or "Share" option.
3. In the "To" field, enter petronela.k@casino.guru.
4. Before sending, make sure the invoice or attachment from the provider is included in the forwarded message.

If you have any trouble doing this, feel free to let me know, and I’ll be happy to guide you step by step.

Thank you again for your cooperation — we’re here to support you and will do our best to help.

I don't know about you, but I don't save all my mail, I automatically clear everything once a month!

I didn't know that the letter would be needed in six months.

I think I provided all the necessary evidence to confirm my residential address

I understand that the casino doesn't want to pay players their winnings.

But why did you take their position, it's very strange to me!

Thank you very much, Kuznets, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef (jozef.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Kuznets,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Jozef

The e-mail with explanations was sent.

Please do let me know if anything else is required

Regards

Dear Kuznets,

I can confirm that I received strong supporting evidence from the casino team backing their position. It appears that one of the submitted documents was indeed altered.

I am not questioning your intentions, and it is possible that there was no fraudulent intent. However, submitting such a document unfortunately disqualifies you from completing the KYC process. I am very sorry, but based on this information, I am obliged to close this case.

You have every right to disagree with my conclusion. If you wish, you may file an official complaint with the casino’s licensing authority, which can conduct an independent review of your case.

Kind regards, Jozef