IceCasino - La cuenta del jugador ha sido cerrada.

My account was blocked today because I entered an incorrect date of birth during registration. I know I entered all the information correctly and submitted all the necessary verification documents, including my ID.

I wanted proof from ICE Casino that I entered the date incorrectly on the registration date, including the date, time, and location.

I was denied that.

I'm accused of being a liar and a fraud, and that I alone made the mistake.

Best regards, Jens

Mir wurde heute mein Konto gesperrt, mit der Begründung ich habe bei der Registrierung ein falsches Geburtsdatum angegeben. Ich weiß das ich alles Daten richtig eingegeben habe und alle Unterlagen zur Verifizierung inkl. Ausweis gesendet habe.

Ich wollte ein Nachweis von ICE Casino das ich das Datum an den Registrierungstag falsch eingegeben habe, mit Datum, Uhrzeit und Standort.

Der wurde mir verweigert.

Mir wird vorgeworfen ein Lügner und Betrüger zu sein. Und das nur ich den Fehler begangen habe.

Liebe Grüße Jens

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.

Have you made any successful withdrawals before?

Do you happen to have any screenshots of your profile where the date of birth is visible, or anything that might show the information you entered?

Could you please let us know whether you are currently able to log into your account or if access is fully blocked?

Is the date of birth issue the only reason the casino gave for blocking your account, or did they mention any other concerns?

Could you please share your communication with the casino? 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.

Hello, unfortunately I don't have a photo of the profile or the date of birth because it was blocked and I was only informed about it afterwards.

Yes, it is the only reason and is said to violate company rules.

Hallo, leider habe ich kein Foto vom Profil und vom Geburtsdatum, da es gesperrt wurde und mir dann erst mitgeteilt wurde .

Ja es ist der einzige Grund und soll gegen Regeln des Unternehmens verstoßen.

Hello,

They offered me 2500 euros and the release of my account

Hallo,

Die haben mir 2500 Euro angeboten und die Freigabe meines Kontos

Greetings all,

According to T&Cs of the casino:

"You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The player specified a wrong DOB, and was informed about it. The casino offered not a complete closure of the account, but leaving 1755 euros and changing the data to a valid one, and the player gave their approval.

Hope this clarifies.

Regards

Dear IceCasino, thank you for the information provided.

Dear player, I would like to kindly explain that in such cases, it is common for casinos to completely close the account and confiscate all winnings, especially if there is a violation related to personal information, such as providing an incorrect date of birth. According to most casino terms and conditions, the player is solely responsible for ensuring that all registration data is entered correctly.

In this context, the solution offered by the casino — to leave €1,755 in your account and allow you to continue using it after correcting the date of birth — is actually more lenient than what many casinos would usually do. It seems the casino chose a compromise rather than taking stricter action.

Could you please confirm whether you currently have access to your account and whether the €1,755 is available in your balance?

Kindly let me know if you require any further assistance or clarification.

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.