IceCasino - La cuenta del jugador ha sido bloqueada.

I've always been a regular player, and without understanding why, I've been blocked.

Earlier today I played without any issues, but now tonight, I'm presented with this message.

Oops!!

The player is blocked!

I contacted live chat and they told me they could take this action for no reason and without prior notice. I would like to request assistance in this regard. I'm wondering whether it's possible for them to block me for no reason at all.

Sempre fui uma jogadora assidua, e sem problemas e sem entender o motivo fui bloquiada.

durante o dia de hoje joguei sem problema, chego a noite e aparece me esta informacao

Opa!!

O jogador está bloqueado!

Entrei em contacto com o chat e disseram que podiam fazem sem motivo e nem aviso previo. queria pedir ajuda nesse sentido. Se é possivel fazeram isso de me bloquiar sem motivo algum.

Dear AnaPereira90,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with IceCasino. 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 made any successful withdrawals from this casino before?

Have you received any email regarding the closure of your account?

Could you please advise what the balance in your account was when it was closed by the casino?

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

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

I have had my verification done for years (2021 +/-), and whenever they need a document again I have always sent it, they have even asked me for my account statements and I sent them. there was never a problem.

Have you made any successful withdrawals at this casino before?

I made a lot of withdrawals, practically every month I play and make deposits and also make withdrawals, so far without any problems.

Have you received any email about your account being closed?

I have not received any information about the closure. During the day on Monday I even received an email with a bonus to activate and I activated it without any problem. Last Tuesday night, I went to play and came across a blockade.

Could you please advise what your account balance was when it was closed by the casino?

At the moment I didn't have a balance, I was going to make a deposit to play.

I spoke to chat and they said they could do it without prior notice of the block, and that it would be permanent!

I don't think it's fair, because I never broke the rules.

Você poderia confirmar se passou na verificação KYC completa?

Tenho a minha verificação feita a anos (2021 +/-) , e sempre que precisam de algum documento novamente eu enviou sempre, ate extratos da minha conta já me pediram e eu enviei. nunca houve problema.

Você já fez algum saque bem-sucedido neste cassino antes?

Fiz imensos saques, praticamente todos os meses jogo e faço deposito e também faço saques, ate agora sem problema nenhum.

Você recebeu algum e-mail sobre o encerramento da sua conta?

Não recebi nenhuma informação sobre o encerramento. durante o dia de segunda feira ate recebi um email deves com um bonus para ativar e ativei sem problema. Na noite de ontem terça feira vou para entrar para jogar e deparo me com o bloqueio.

Você poderia informar qual era o saldo da sua conta quando ela foi encerrada pelo cassino?

Neste momento não tinha saldo, ia fazer um deposito para jogar.

Falei com o chat e disseram que podiam o fazer sem aviso previo o bloqueio, e que seria permanente!

Não acho justo, porque nunca infringi as regras.

Dear AnaPereira90,

I have checked the Terms and Conditions of IceCasino, and this is what I found:

13.5 The Company may terminate Your Account, -including your username and password, - immediately without notice:

13.5.1. if we decide to discontinue to provide the services in general or specifically to you, but only in the event that the player's real money balance falls below a minimum stake amount;

I understand that you may be experiencing some issues with the casino's decision to close your account. However, please be aware that the casino has the right to determine who they will provide their services to. If there is no money in your casino account, the casino may decide to close your account without giving you any explanation. Unfortunately, we are unable to investigate their reasons further and we do not have the authority to compel casinos to provide their services to you.

As a result of the aforementioned reasons, we regret to inform you that we will not be able to assist you further in this matter. Thank you for your understanding. If you encounter any issues with this or any other casino in the future, please do not hesitate to contact us.