IceCasino - Cuenta del jugador bloqueada durante la verificación.

Hello

I am having the following issue

I was trying to verify my account with Ice Casino and since there were missing documents, I was asked to submit them.

I did as instructed.

The next day it said User Blocked.

I have 1800 euros in the account that I wanted to withdraw.

The account has been in existence for over a year now.

Hallo

habe folgendes Problem

Ich habe mein Konto bei ice Casino verifizieren wollen und da noch Unterlagen gefehlt hatten sollte ich das nachreichen.

Gemacht getan.

Nächsten Tag steht da User blocked.

1800 Euro auf dem Konto und wollte das auszahlen lassen.

Konto besteht seit über einem Jahr.

Dear grebully123,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account? 

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

After uploading the documents, I was informed that it was forwarded to the department.

This morning I was still playing and 1800 euros on it.

Today at noon I could no longer log in and there was something about user blocked.

But I never got any information why.

I haven't paid anything yet

I wanted to do that after indexing

Ich wurde nach dem hochladen der Dokumente informiert das es an die Abteilung weitergeleitet wurde.

Heute morgen hatte ich noch gespielt und 1800 Euro drauf .

Heute mittag konnte ich mich nicht mehr anmelden und da stand was von User blocked.

Aber eine Information warum habe ich nie erhalten.

Ausgezahlt habe ich noch nichts

Das wollte ich nach der Indizierung machen

Your account may have been blocked as a precautionary measure to prevent any further deposits or withdrawals until the verification process is successfully completed. Kindly be patient for an additional 2-3 working days, and if there are no updates during that time, we will step in to assist. Thank you in advance for your understanding.

I got a reply.

I've been playing with the account for over a year, and I deposit very often.

Now they want to tell me that I have two accounts and that's why I was blocked.

And if I want to unlock it, they want to keep the 1800 euros and only credit me with 500 euros

I only have the account and only play with this one, you can see that in the activities.

This doesn't sound serious.

And if I want my account back now I should write to the support team but the 1800 euros will be reduced to 500 euros

Ich habe eine Rückantwort bekommen.

Ich spiele mit dem Konto seit über einem Jahr, und zahle sehr oft ein.

Jetzt wollen die mir sagen das ich zwei Kontos hätte und deswegen gesperrt wurde.

Und wenn ich es entsperren möchte wollen sie die 1800 Euro behalten und mir nur 500 Euro gutschreiben

Ich habe nur das Konto und spiele nur mit diesem das sieht man doch an den Aktivitäten.

Das hier hört sich nicht seriös an.

Und wenn ich mein Account jetzt zurück haben wolle sollte ich dem Support Team schreiben aber die 1800 Euro werden gekürzt zu 500 Euro

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Was your account successfully verified from the time when you opened it a year ago?

Hello grebully123

Can you please let us know how many accounts you have at IceCasino?

Since according to our investigation - you have at least 6. Thus, your disputed account was blocked due to multi-accounting a bonus abuse, which violates the casino T&Cs. All accounts were active, have a bonus/gaming activity and accessed via the same Android device.

Kind regards

imbecile

You can see in the history that I only played with the account there!

For over a year and deposited very often.

That's why you can see exactly that I'm only active there.

I only have an account with your casino with this email.

I don't have 6 accounts.

Schwachsinnig

Man sieht in der historie das ich nur da mit dem Konto spielte !

Seit über einem Jahr und zahlte sehr oft ein.

Deswegen sieht man genau das ich nur da aktiv bin.

Ich habe bei eurem casino nur mit dieser Email das Konto.

Ich habe keine 6 Konten.

Is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Have you had any accounts in this casino in the past?

Was your account successfully verified from the time when you opened it a year ago?

PS: Kindly avoid using name-calling. Such behavior is not acceptable on our website.

Dear grebully123,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.