IceCasino - Аккаунт игрока заблокирован.

Good day. I won 4000 euros at this casino. I have presented all documents confirming my identity. But they emailed me that they blocked my account suspecting that I still have an account at their casino. Furthermore, they offer to unblock my account on condition that my winnings will be written off/removed from my account.

Guten Tag. Ich habe in diesem Casino 4000 Euro gewonnen. Ich habe alle Dokumente vorgelegt, die meine Identität bestätigen. Aber sie haben mir eine E-Mail geschickt, dass sie mein Konto mit dem Verdacht gesperrt haben, dass ich noch ein Konto in ihrem Casino habe. Darüber hinaus bieten sie an, mein Konto zu entsperren, unter der Bedingung, dass meine Gewinne von meinem Konto abzuschreibt/entfernt werden.

Dear alexrambl2010,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you accumulated your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Hello dear Kristina.

I won with no active bonus. My husband and 2 of my sons also have accounts at this casino, they play from the same IP address as me.

Best regards

Natalia

Hallo liebe Kristina.

Ich habe ohne aktiven Bonus gewonnen. Mein Mann und 2 meiner Söhne haben ebenfalls Konten in diesem Casino, sie spielen von derselben IP-Adresse wie ich.

Liebe Grüße

Natalia

Dear Kristina

I am writing to provide you with an explanation regarding the recent blocking of a player's account at our online casino. This action was taken as a direct result of the player's violation of our Terms and Conditions (T&Cs), specifically Section 5.5.

Section 5.5 of our T&Cs states the following:

"You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a 'Duplicate Account'."

Upon a thorough investigation, we discovered that the player in question had opened multiple accounts on our website (3 at least, all active/have bonuses usage and depositing history/all under the same personal data), which is a clear and direct violation of the above-mentioned clause. Our T&Cs have been created to ensure fair play, maintain the integrity of our platform, and protect the interests of all our players. When a player creates a duplicate account, it undermines these principles and puts the casino at risk.

In order to maintain a secure and fair gaming environment, we have taken the necessary step of blocking the player's accounts, including the main and duplicate ones. We believe that this action is in the best interest of our casino and its players and is consistent with the regulatory guidelines.

Should you have any further questions or require additional information, please do not hesitate to contact us.

Kind regards

Dear representative of IceCasino.

As I have already informed you, I only have one account at your casino. It could be that my two sons and my husband each have an account with you, which have exactly the same IP and address, and it is also possible that someone has registered with my personal data. As I have told you now, I only have one account where I have already presented my documents confirming my identification.

Lieber Vertreter von IceCasino.

Wie ich Ihnen schon mitgeteilt habe, besitze ich in ihrem Casino nur einen Account. Es könnte, dass meine beiden Söhne und mein Mann auch jeweils einen Account bei Ihnen haben, welche genau die selbe IP und Adresse besitzen, und es kann auch sein, dass sich jemand mit meinen persönlichen Daten registriert hat. So wie ich es Ihnen jetzt gesagt habe, besitze ich nur einen Account, wo ich meine Dokumente schon vorgezeigt habe, welche meine Identifikation bestätigen.

Hello dear Kristina.

I won with no active bonus. My husband and 2 of my sons also have accounts at this casino, they play from the same IP address as me.

Best regards

Natalia

Hallo liebe Kristina.

Ich habe ohne aktiven Bonus gewonnen. Mein Mann und 2 meiner Söhne haben ebenfalls Konten in diesem Casino, sie spielen von derselben IP-Adresse wie ich.

Liebe Grüße

Natalia 

I was so happy that I won. My sister has an animal shelter and I was so keen to donate this money to animal welfare. And you're accusing me of God knows what. I'll tell you honestly that I have not used duplicate accounts.

Thanks.

Ich war so froh, dass ich gewonnen habe. Meine Schwester hat ein Tierheim und ich wollte dieses Geld so sehr für die Tierhaltung spenden. Und Sie beschuldigen mich, Gott weiß was. Ich sage Ihnen ehrlich, dass ich keine Doppelkonten verwendet habe.

Danke.

Can I get more information? Or can I forget my money? In this case I will file a report with the police.

Kriege ich noch weitere Informationen? Oder kann ich mein Geld vergessen? In diesem Fall werde ich Anzeige bei der Polizei erstatten.

Hello everyone,

Thank you both for your replies.

Dear IceCasino representative,

Could you please provide any supporting evidence to kristina.s@casino.guru? Thank you in advance.

Hello Kristina,

The e-mail was sent.

Kind regards

So, we received evidence from the casino confirming their claims.

alexrambl2010, it seems that there were indeed multiple accounts created by the same person, and at least two of them were actively used. Even if you with all your family members had each created your own accounts, I strongly doubt that all of you would have the same name and birthday. I am afraid, that there are too many similarities between these accounts. Furthermore, it would be close to impossible to prove that all accounts were created by someone else, so, unfortunately, we are not able to proceed with further investigation. Identity theft is a case for the police, not a casino review website. We would really like to help, but our hands are tied here.

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.