IceCasino - El retiro del jugador se retrasa debido al cierre de la cuenta.

When I tried to withdraw 3,000 PLN, they delayed the KYC process. When I hit the jackpot of 18,000 PLN, they wrote me that I had broken the regulations by allegedly duplicating an account. I asked for details about this other account, and they said they couldn't disclose it. 😅 No explanations, no evidence. The system indicated it, so it is what it is. No one can explain to me why they determined it was a duplicate. I only learned that the account is under different details, so the conclusion is that... maybe it's not my account. 🤔

Gdy próbowałem wypłacić 3000 zł, przeciągali w czasie KYC, a gdy trafiłem Jackpot 18000 zł napisano mi że złamałem regulamin rzekomą duplikacja konta , prosiłem o szczegóły, co to za inne konto odpisali że nie mogą ujawniać 😅 . Żadnych wytlumaczen, dowodów, system tak wskazał więc tak jest , nikt mi nie potrafi wytłumaczyć na podstawie czego stwierdzili że jest to duplikat dowiedziałem się tylko że konto jest na inne dane czyli wniosek z tego taki że... Nie jest to może moje konto 🤔

Dear player,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

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Thank you for your patience, and stay safe.

Dear player,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.