IceCasino - La cuenta del jugador fue bloqueada.

Hello, I hereby make a complaint about this casino that looks more like a scam !!!

So I'll explain I've been a customer of this casino for some time now, I know I've never really played there, an account was created but due to withdrawal problems at Vulkan I decided not to play there since it's the same company....

Last week, the 16th, I asked for self-exclusion from the account in the chat and by mail, which I was refused. So I thought I'm going to play 1 little bit, I made 600€ of deposits and sent the documents to verify those 600€. I received 1 email from support saying that to complete the verification, all that was missing was the selfie with the document that I sent right away! Problems started when I asked for 1 withdrawal of 10000€ the account was blocked hours later because I supposedly had another account in my name!

I spoke with the support who presented me with the following evidence: an account created with my data with 1 phone number that I don't know and 1 email that is also completely unknown but was visibly created on the same IP, which is explained simply because I usually play in a cafe with the same network where there are several players , I questioned the casino if the account was active if you hear transactions etc visibly not , in short the story the ice casino is blocking an account without any kind of real proof of the same because from what I understood the second account that I am accused of being mine is completely inactive this all started with 1 withdrawal request ..... Now I thought .

I would like the gurucasino team to try to help one more time!

Thanks

Olá venho por este meio fazer uma reclamação deste casino que mais parece uma farsa !!!

Então passo a explicar sou cliente deste casino já a algum tempo sei nunca ter verdadeiramente jogado nele conta foi criada mas devido a problemas de levantamento na vulkan resolvi não jogar nele visto ser a mesma empresa ....

Semana passada dia 16 pedi a autoexclusao da conta no chat e por mail coisa que me foi recusada. Então pensei vou jogar 1 pouco fiz 600€ de depósitos e mandei os documentos para verificação desses 600€ tive ganhos superiores a 16000€ dos quais joguei 6000€ até aqui tudo bem ! Recebi 1 mail do suporte a dizer que para concluir a verificação só faltava a selfie com documento que enviei logo ! Problema começaram quando pedi 1 saque de 10000€ a conta foi bloqueada horas depois por suposto ter outra conta a meu nome !

Falei com o suporte que me apresentou as seguintes provas uma conta criada com os meus dados com 1 número de telefone que desconheço e 1 mail igualmente completamente desconhecido mas visivelmente foi criada no mesmo IP , coisa que se explica simplesmente porque jogo generalmente num café com a rede do mesmo onde existem vários jogadores , questionei o casino se a conta estava ativa se ouve transações etc visivelmente não , resumindo a história o ice casino está a bloquear uma conta sem qualquer tipo de prova real do mesmo porque pelo que percebi a segunda conta que me acusam de ser minha é completamente inativa isto tudo começou com 1 pedido de saque ..... Agora pensei .

Gostaria que a equipa do gurucasino tenta-se ajudar mais uma vez !

Obrigado

Hello rsesinando2,

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 if you did request for a self-exclusion or account closure? How much did you deposit into the casino in total? Has your account been ever verified? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Yes, days before I had asked for self-exclusion by email and chat which was refused by chat because I would have to do the verification first, the email did not even answer me!

In total between 600 to 700€ and I sent all the documents for verification, from that deposited amount I was able to see the amount of 4000€ of which I made 1 withdrawal request of 3000€ from which I received the email that it had been accepted for processing days later I received 1 mail saying that it was refused and to contact support for more information, which I did, in which I was told that it was normal that the verification was not completed (on the same day I received the mail from support that I would only need selfies to be able to enjoy my account 100%) thing I did and contacted the chat that once again not to worry that everything was normal! That same day I went back to playing with my balance which rose to €17,000 (EGT jackpot) once again I contacted support (to find out if there was a problem with putting the casino videos on the NET, I was told that there was no problem at all ) continue to play without any kind of problem that same night I made 1 withdrawal request ( 10000€) which was once again accepted for processing ! The next day it was blocked! The last time I spoke to the chat was about the reason for the block, they minimally explained to me the reason for the block presented without doing much good and it blocks completely when I ask them for concrete evidence, that is to say if they hear any transaction if someone took advantage of it ( reply to account is inactive) and they told me that it was created on the same IP (be careful, I usually play with several players in a cafe near my house on WiFi) not to mention that the casino makes it impossible for any device to create more than one account on the same device, it gives an error (it was tested last night by other players) so I assume that the multi-account was nothing more than winning the jackpot and asking for a withdrawal!

Olá Nick,

Sim dias antes tinha pedido a autoexclusao por mail e pelo chat a qual foi recusada por chat porque teria de fazer a verificação primeiro , ao mail nem me responderam !

No total entre 600 a 700€ e mandei todos os documentos para verificação , desse valor depositado obtive ver a de 4000€ dos quais fiz 1 pedido de saque de 3000€ do qual recebi o mail de que tinha sido aceite para processamento dias depois recebo 1 mail a dizer que a mesma foi recusada e para contactar o suporte para mais informações coisa que fiz , no qual me foi dito que era normal que a verificação não estava concluída ( no mesmo dia recebi o mail do suporte que só faltaria a selfies para poder usufruir da minha conta a 100%) coisa que fiz e contactei o chat que mais uma vez para não me preocupar que estava tudo normal ! Nesse mesmo dia voltei a jogar o meu saldo o qual subiu até 17000€ ( jackpot EGT) mais uma vez contactei o suporte ( para saber se havia algum problema em meter o casino videos do mesmo na NET , foi me respondido que não havia problema algum ) continuem a jogar sem qualquer tipo de problema nessa mesma noite fiz 1 pedido de saque ( 10000€) que mais uma vez foi aceite para processamento ! No dia seguinte estava bloqueado ! A última vez que falei com o chat foi sobre o motivo do bloqueio me explicaram minimamente o motivo do bloqueio apresentado sem adiantar grande coisa e bloqueia completamente quando lhes peço provas concretas isto é de saber se ouve alguma transação se alguém tirou partido disso ( resposta a conta tá inativa ) e me disseram que foi criada no mesmo IP ( atenção jogo generalmente com vários jogadores num café perto de minha casa em WiFi )para não falar que o casino impossiblita qualquer aparelho de criar mais que uma conta no mesmo dá erro ( foi testado ontem a noite por outros jogadores ) por isso presumo eu que o multicontas nada mais foi que ter ganho o jackpot e pedir saque !

I just received 1 email from icecasino

Summing up more of the same concrete evidence, there is none the only thing that visibly bothers me is my real balance, and the attempted withdrawal of 10,000€!

Recebi agora mesmo 1 mail da parte da icecasino

Resumindo mais do mesmo provas concretas não tem nenhum a única coisa que incomoda visivelmente é o meu saldo real , e a tentativa de saque de 10000€ !

I would like the gurucasino team to take a look at these links :https://www.fraude.pt/burla-ice-casino-exposta-no-a-prova-dos-factos-na-rtp1/

Icecasino is a complete fraud that even appeared on a television program, I contacted the competent authorities, they all confirmed the illegality of the same!

I refer the problem to your hands to try to mediate this to end in the best way , before resorting to justice and asking for the refund of all deposits made in the last 3 months

If the guru's team wants to keep this information confidential, they are at ease because it turns out to be bad publicity for you too!

Thanks

Gostaria que a equipa do gurucasino desse uma vista de olhos neste links :https://www.fraude.pt/burla-ice-casino-exposta-no-a-prova-dos-factos-na-rtp1/

Icecasino é uma fraude completa que até num programa de televisão saiu , contactei as autoridades competentes todas elas me confirmaram a ilegalidade do mesmo !

Remeto o problema as vossas mãos para tentar intermediar isto para acabar da melhor forma , antes de recorrer a justiça e pedir o reembolso de todos os depósitos feitos nos últimos 3 meses

Se a equipa do guru quiser manter esta informação como sigilosa estão a vontade até porque acaba por ser uma pecima publicidade para vocês também !

Obrigado

Hello rsesinando2

Can you please confirm that the account rui9***44@gmail.com belongs to you?

Can you confirm you activated and used the no-deposit bonus at that account?

Can you confirm you own (or play with) the phone Xiaomi Redmi Note 8?

Thank you for cooperation!

Best regards

Hello icecasino,

As I had already stated by email and in the chat, this email is completely unknown to me, my email at ice, as it has always been at vulkan (rsesinando@gmail.com) as well as in all casinos that I play.

I used the 25€ bonus on my account rsesinando@gmail.com as well as about 20 players in the same week since I was the one who informed them of the same bonus.

I usually play on different XAMI devices (pocophone, note) and PC but this data is easily verified by consulting my game history and even the history on Vulkan, that someone has connected to icecasino with 1 device of mine, I am completely unaware of it.

Now I would like to know if the account that icecasino claims to be mine is also active if they hear deposits in it because from what I understand it is completely inactive would they not find it (on the part of the casino) fairer to contact players when this happens because at this moment I see icecasino block an account that I tried to close initially I was refused by the casino they ended up making deposits in it (between 500 and 700€) I ended up winning 1 considerable amount now I see the account blocked for 1 reason that I don't know completely, I only manage understand this if I had not won I would continue to deposit until the day I would win and see everything blocked with this same pretext, shouldn't icecasino directly block the deposits of these same accounts and inform the players?

Olá icecasino,

Como já tinha afirmado por mail e no chat esse mail é me completamente desconhecido meu mail na ice assim como na vulkan sempre foi (rsesinando@gmail.com) assim como em todos casinos que jogo .

Usei o bônus de 25€ na minha conta rsesinando@gmail.com como também prai uns 20 jogadores na mesma semana visto ser eu que os informem do mesmo bônus .

Jogo generalmente em diversos aparelhos xaomi ( pocophone ,note ) e PC mas esses dados facilmente são comprovados consultando meu histórico de jogo e até mesmo o histórico na vulkan, que alguém se tenho ligado a icecasino com 1 aparelho meu desconheço completamente.

Agora gostaria de saber se a conta que a icecasino alega ser minha também está ativa se ouve depósitos na mesma porque pelo que percebi está completamente inativa não achariam ( por parte do casino ) mais justo entrar em contacto com os jogadores quando isto acontece porque neste momento vejo a icecasino bloquear uma conta que tentei fechar inicialmente foi-me recusado por parte do casino acabem por fazer depósitos nela ( entre 500 e 700€ ) acabei por ganhar 1 montante considerável agora vejo a conta bloqueada por 1 motivo que desconheço completamente , só consigo entender isto se não tivesse ganho continuaria a depositar até ao dia que iria ganhar e ver tudo bloqueado com este mesmo pretexto , não deveria a icecasino bloquear diretamente os depósitos destas mesmas contas e informar os jogadores ?

Thank you rsesinando2 and IceCasino for all the information so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rsesinando2,

I'm Michal and I have taken over your complaint. I have reviewed this case and just so you know the casino can request you to provide all your personal details and documents for verification so they would be able to effectively set the self-exclusion for you. If I understand correctly you have not done that and instead decided to deposit and play. Anyway, I can agree with you that if there really are 2 accounts open and if one of the accounts has no gameplay, or no deposit history then this is not considered something that would give you any unfair advantage from our point of view. As long as you have actively used only one account for deposits and play, the other account is quite irrelevant.

We would like to invite IceCasino to join the conversation.

Dear IceCasino,

Can you please forward me (michal.k@casino.guru) the player's log from both involved accounts to see if this gave the player any unfair advantage? Another thing, can you please elaborate on why was the player's self-exclusion request not processed? Was it because the player has not engaged in the verification process or was it for any other reason?

Hello Michal

The e-mail with proofs has just been sent.

Best regards

hello michal

First of all thank you as I have already tried to explain via chat at the casino I cannot control other people this situation is not the first time that it has happened already in other casinos I have had accounts created in my name, I was quite surprised with the way that icecasino deal with the situation , I am usually informed by the casino and the double accounts blocked . I play daily with several players in the same place ( usually cafe ) and not everyone is satisfied when someone wins let's say .... My data a lot of people have access to them ! I was also surprised because casinos generally don't allow multiple accounts to be created from the same device!

Because basically, looking at this way of dealing with the situation, any player, no matter how active he is, no matter how much money he spends, just see his account blocked because 1 fool (excuse the expression) is enough to lose the account , and the casino will not even try to figure out if anyone really took advantage , despite the fact that the casino has all the bank details , documents etc of 1 customer in hand , it is completely incomprehensible and very unfair !

Olá Michal

Antes de mais obrigado como já tentei explicar via chat no casino eu não consigo controlar as outras pessoas está situação não é a primeira vez que acontece já noutros casinos me aconteceu de criarem contas em meu nome,fiquei bastante supriendido foi com a forma que a icecasino lida com a situação , generalmente sou informado pelo casino e as contas duplas bloqueadas .Jogo diariamente com vários jogadores no mesmo local ( generalmente café ) e nem todos ficam satisfeitos quando alguém ganha digamos .... Meus dados muita gente tem acesso a eles ! Também fiquei admirado porque generalmente os casinos não permitem que várias contas sejam criadas do mesmo aparelho !

Porque basicamente olhando para esta forma de lidar com a situação qualquer jogador por muito ativo que seja por muito que esteja verificado e por muito dinheiro que gaste basta vê a sua conta bloqueada porque basta 1 parvo ( desculpe-me a expressão ) para perder a conta , e o casino nem vai tentar perceber se realmente alguém tirou vantagens , apesar do casino ter em mãos todos os dados bancários , documentos etc de 1 cliente é completamente incompreensível e muito injusto !

Thank you for the email and evidence, IceCasino team.

Dear rsesinando2,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked with personal information, IPs, and cookies created closely one after another. Also, at least two of these connected accounts benefited from no deposit bonuses.

Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. Please understand it is your responsibility to ensure you have not created multiple accounts.

Taking all the above-mentioned facts into account, we agree with the casino's actions, as it just adhered to its terms and conditions as mentioned here:

5. OPENING YOUR ACCOUNT

5.5. 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". All Duplicate Accounts as well as the Main account may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;

5.5.2. all stakes or deposits made using the Main and/or Duplicate Account will not be returned to you;

5.5.3. any deposits, winnings or bonuses which you have gained or accrued during the time the Duplicate Account was active will be forfeited and may be reclaimed by us, and any funds withdrawn from the Main and/or Duplicate account shall be returned to us on demand.

We have received also your chat transcript and at no point you have indicated that you want to close your account in regards to problematic gaming or any other reason that could indicate that you are a problem gamer, so your argument of failed self-exclusion is not reasonable.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal