IceCasino - La cuenta del jugador fue bloqueada.

My account was blocked, previously I wanted to withdraw my winnings and I was asked to do KYC, I had sent all the required documents and on the site my documents had been approved. yesterday I got an email that the account verification process would take 1-3 working days but now when I want to log in to the site my account is suddenly blocked

Dear bandardrop,

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. Do I understand correctly that ¥17,000 (dispute value) is being held in your casino account? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino 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

I don't play with bonuses, I use real money. I made a deposit of 2000jpy and managed to win 17000jpy. I tried to withdraw 8000jpy and it was rejected even though all the documents had been approved, including ID, selfie ID, bank statement, proof of deposit, residential address. When I checked last night I was surprised that my account was blocked

Hello everyone,

Thank you both for your replies.

Dear IceCasino

Could you please provide any supporting evidence that bandardrop created multiple accounts and used bonuses on all of them? You can send it to kristina.s@casino.guru. Thank you in advance.

Hello

The proofs were just sent.

Best wishes

Dear IceCasino,

Additional information has been requested. Thank you very much in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kristina

Apologies for the delay.

The proofs were just sent.

Warm wishes

Thank you very much.

bandardrop, we received strong enough evidence confirming that at least three accounts were created using the same name, date of birth, and address. All accounts indeed activated bonuses, therefore we are not able to proceed with this complaint and we believe your winnings were confiscated in compliance with the casino's General T&Cs and Bonus T&Cs:

16.All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Ice Casino administration have a reasonable suspicion that the Account Holder has committed a bonus abuse (as such indicated in point 10, 14 and 16 of these terms), either on their own or as part of a group, Ice Casino reserves right to:

forfeit the bonus allocated to the player and any winnings from that bonus;

revoke, deny, or withdraw a bonus offer from a player;

void the player's real money balance;

block an access to Ice Casino;

terminate the Account Holder’s account with immediate effect.

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.