IceCasino - Аккаунт игрока заблокирован из-за ожидающих выигрышей.

My account was blocked suddenly in January of this year.

I asked the reason, but they begged the question.

My balance was zero at the time. However, I was participating in a tournament and won a prize.

So I was supposed to be rewarded.

Currently, I can't see the result. As far as I remember, the amount was €1200, €1600 or €1000.

Dear ryosyou,

Thank you very much for submitting your complaint. I am sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Has your account been blocked when your balance was zero?

Could you please specify what kind of tournament did you play? Would it be possible to send me the exact link or the name of the tournament?

Kindly forward any relevant communication between you and the casino regarding your account closure to 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

I sent the answer.

Hello, ryosyou

yes, we can confirm the amount of 600 eur was credited onto the account after the block. The player may log in and withdraw the winnings.

Kind regards

€600?

I won the 2nd, 3rd or 4th place.

Am I remembering wrong?

Dear IceCasino representative,

thank you very much for your prompt reply.

Dear ryosyou,

do you have any evidence of how much you should have won? We cannot depend solely on your memory, we need solid proof of your winning amount.

Yes,

The player took the 6th place in the "Netgame" tournament 12.01.2023 - 19.01.2023.

The money was paid out.

Kind regards

Dear IceCasino representative,

Thank you very much for letting us know.

Dear ryosyou,

could you please confirm that you received your winnings? Please respond if there is anything else we can assist you with, or this complaint may be considered resolved. Thank you in advance.

I don't have any way of confirming it...

However, I received the money today.

Thank you for your cooperation.

Thank you for the information that you received the money. Is there anything else I can assist you with or should I consider your issue resolved? Please let me know.

This issue has been resolved.

Dear ryosyou,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru