IceCasino - La cuenta del jugador fue prohibida y sus fondos confiscados.

They banned my account and took my money, I'm no longer interested in playing with them but they won't refund what I had there

Dear Gracooo_7,

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

Could you please confirm that you passed the full KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please specify why your account was blocked? Please forward me the email you received from the casino after your account was blocked. My email address is 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

At first I must point out that the amount that was left in the account has changed, I managed to get 300€ which was paid faster. I went through KYC verification a month ago. I played using the bonus made available from their account on tiktok but the amount I won was already after meeting the wagering requirements. They wrote that I violated the terms and conditions about abusing games even though I played normally like everyone else. 

Hello,

The account is permanently for the same reason as per https://casino.guru/icecasino-player-s-account-was-permanently-closed.

In fact, both players are from [town name hidden by Casino Guru] and used the same computer.

The decision of the casino is final.

Kind regards

I already wrote in chat that I'm not interested in unlocking my account to continue to play with you because I see that with you there are only problems. I just want my money back

They blocked my account and say I did something wrong without any evidence. I just want my won money back.

And why are you revealing my whereabouts on the forum? Are you guys serious? 

Dear IceCasino Team,

Please forward any supporting evidence along with the player's game history to veronika.l@casino.guru.

Thank you very much in advance.

Hello Veronika

Sorry for a delay in reply.

The e-mail with the proofs was sent.

Regards

Dear Gracooo_7,

We received evidence from the casino regarding bonus abuse. Unfortunately, in this case, the casino was eligible to confiscate your winnings and block your account.

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.