IceCasino - La cuenta del jugador fue bloqueada.

I have been requesting the withdrawal of a profit that I had for days, it is not a great profit (123 PEN / 33 USD) but for me it is something that can help me, first they asked me to generate a minimum deposit to be able to request it in that aspect, I agreed, I deposited, I played double the deposited amount since that is what they asked me for and finally I managed to be in the amount, then I uploaded what they asked me to the profile under the KYC verification, after a few days I see that my withdrawal was canceled and that I verification had not passed, I resent a photo of my ID (National Identity Document) photo with my ID in selfie, receipt of services, and photo of my debit card and even in selfie, I request my withdrawal again and they reject me again my withdrawal and my KYC verification, I contacted support and they told me that the photo did not look good, I took some photos again with a more powerful cell phone and uploaded my information again, for this everything already seemed strange to me, after days I verify that my account It was already verified, I requested my withdrawal and again they reject it indicating that I send them a photo of my account statement or my card, when the photo of my card had already been sent, so I chose to send photos of my statement of account, today being 03/21/2023 I try to enter my account and I get an error indicating that my account was blocked, consult support and they tell me that the reason is that I have another account with my data, but I had never tried this casino, firstly because I only use a cell phone number and they ask for it for registration verification, the operator that answered me never gave me a solution, I complained and complained and I never had any solution, so finally they have stayed With my earnings and my deposit, I hope that under this form I can resolve myself and be able to obtain my earnings.

Llevo días solicitando el retiro de una ganancia que tuve, no es una gran ganancia (123 PEN /33 USD) pero para mi es algo que me puede servir, primero me pidieron generar un deposito mínimo para poder solicitarla en ese aspecto estuve de acuerdo, deposite, jugué el doble del monto depositado ya que eso es lo que me pedían y finalmente logre estar en la cantidad, luego subí lo que me pedían al perfil bajo la verificación KYC, después de una días veo que mi retiro fue cancelado y que me verificación no había pasado, volvi a enviar foto de mi DNI ( Documento Nacional de Identidad) foto con mi DNI en selfie, Recibo de servicios, y foto de mi tarjeta de debito e incluso en selfie, vuelvo a solicitar mi retiro y nuevamente me rechazan mi retiro y mi verificación KYC, me comunique con soporte y me indicaron que la foto no se veía bien, volví a tomarme unas fotos con un celular mas potente y volví a subir mi información, para esto ya me parecía raro todo, despues de días verifico que mi cuenta ya estaba verificada, solicite mi retiro y nuevamente me lo rechazan indicando que les envie una foto de mi estado de cuenta o de mi tarjeta, cuando la foto de mi tarjeta ya había sido enviada, por lo que opte en enviar fotos de mi estado de cuenta, hoy siendo 21/03/2023 intento ingresar a mi cuenta y me aparece un error que indica que mi cuenta fue bloqueada, consulte con soporte y me indican que el motivo es que tengo otra cuenta con mis datos, pero yo nunca había probado este casino, primero porque solo uso un numero de celular y este lo piden para la verificación de registro, la operadora que me atendió nunca me dio una solución, me queje y me queje y nunca tuve solución alguna, por lo que finalmente se han quedado con mis ganancias y mi deposito, espero que bajo este formulario puedo resolverse y poder obtener mis ganancias.

Hello Diosmanuel,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when are you registered in this casino? Is anyone else from your household playing in the casino? Did the casino forward you any kind of evidence of account multiplicity? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, thank you for you answer

The first time I played was on 03/15/2023

1. No one from my household is currently playing at this casino.
2. The casino did not want to send me any evidence of duplicate accounts, despite my request.
3. The last time I spoke with the casino was on 03/20/2023 for the reason that my withdrawal was rejected, where they asked me to send a photo of my bank account, which I sent even with the deposit movement of 20 PEN registered by the APP of my bank to icecasino.

Hola, gracias por su respuesta

La primera vez que he jugado fue el 15/03/2023 

1. Actualmente ninguna persona de mi hogar esta jugando en este casino
2. El casino no me quiso enviar ninguna evidencia de duplicidad de cuentas, a pesar que se los solicite.
3. La ultima vez que hable con el casino fue el 20/03/2023 por el motivo del rechazo de mi retiro, donde me pedían que envíe una foto de mi cuenta bancaria, misma que envié incluso con el movimiento de deposito de 20 PEN registrados por el APP de mi banco hacia icecasino.

Thank you Diosmanuel for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Diosmanuel,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello all,

Dear Diosmanuel, can you please let us know who the account luigialo*****arciaolaya@gmail.com belong to?

Since we see the no-deposit bonus activation and usage via the same PC, IP address, also the last name matches yours.

Thank you for cooperation!

Best regards

Hello Icecasino team,

To inform that the email in question belongs to my brother and according to what he informed me, I registered it based on the recommendation I had given him, now according to its terms and conditions they indicate a "secondary" account, I do not have any secondary account, my brother registered from the same PC and the same network since we live in the same house, and we share the same computer, when I contacted their support area I was offered to have my brother send them their documents by mail, but they told me that this would be seen by the area administration but so far I have not received an answer, I hope this is solved, since I have complied and have not skipped any clause according to the terms and conditions.

I hope a quick solution

Hola equipo de Icecasino,

Para informar que el correo en mención pertenece a mi hermano y según el me informa, realizo su registro por la recomendación que le había entregado, ahora según sus términos y condiciones indican cuenta "secundaria" yo no tengo ninguna cuenta secundaria, mi hermano se registro desde el mismo PC y la misma red ya que vivimos en la misma casa, y compartimos la misma computadora, al contactarme con su área de soporte me ofreci que mi hermano les enviara sus documentos por correo, pero me indicaron que esto lo vería el área de administración pero hasta el momento no obtuve respuesta, espero que esto sea solucionado, ya que he consideración he cumplido y no me he saltado alguna cláusula de acuerdo a los términos y condiciones.

Espero una pronta solución

Dear IceCasino,

Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

The e-mail with proofs has just been sent.

Regards

Dear IceCasino,

Thank you for the information provided. Could you please state if you were able to verify the second account? Could you please provide us with the game logs from both accounts?

Thank you very much in advance.

Kind regards,

Stefan

Hello Stefan,

No problem, sent.

Regards

Good morning, I am attaching the photo of my brother's identity document and mine, proving that we are different people of the same relationship, but we live in the same house and that we use the same computer, I reiterate that my brother registered because I I had recommended this online casino as it had caught your attention, I want this to be clarified and considered so that they can remove the block from my account and thus withdraw my winnings.

Buenos días, adjunto la foto del documento de identidad de mi hermano y el mio, demostrando que somos personas distintas del mismo parentesco, pero vivimos en la misma casa y que usamos el mismo computador, reitero que mi hermano se registro debido a que yo le había recomendado este casino online ya que le había llamado la atención, quiero que esto se esclarezca y se considere para que puedan quitarme el bloqueo de mi cuenta y así retirar mis ganancias.

Dear IceCasino,

Thank you for the provided information.

We understand that multiple accounts are a breach of the terms and conditions, as well as the reasons for these terms being in place for the protection of the casino. However, we also understand that multiple accounts are not always created with the intention of breaking rules or gaining some unfair advantage, and not every case is the same.

In this case, it seems plausible that two players from the same household have created separate accounts and played on those accounts individually. It is not unfeasible that household members might share the same device and play in the same gambling establishment, as it might have been simply recommended by one to another. 

While the accounts should be closed at the discretion of the casino, we kindly ask you to consider paying the player.

I hope we can come to a mutual agreement.

Kind regards,

Stefan

The player may request the withdrawal.

Regards

Hi,

Just a quick update.

The withdrawal transaction was successfully finished on 06.04.2023 14:00:55 (UTC)

Regards

Dear IceCasino,

Thank you for your response and the information provided.

Dear Diosmanuel,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Good afternoon,

Dear Stefan, I confirm that I received my payment correctly from the icecasino team, I appreciate all your support in my case, in the same way to icecasino that complied with what was requested, thank you very much again.

Kind regards

Buenas tardes,

Estimado Stefan, confirmo que recibí mi pago de manera correcta por parte del equipo de icecasino, agradezco todo su apoyo a mi caso, de igual manera a icecasino que cumplió con lo solicitado, nuevamente muchas gracias.

Saludos cordiales

Dear Diosmanuel,

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,

Stefan