Hello ! I won 11k in IceCasino, this is the money that would solve all my problems and would let me to live a life like normal people, of course it would help my familly. I won 11k€ a week ago at IceCasino, but today my account was banned after they said that everything with my withdraws are okey, I was happy of course, but then I got banned saying that I have a duplicate account, Im not going to lie, maybe I do have that, I may or not may created it myself, but if it was created than it was unnactive and without KYC and everything needed, my now active account is all verified and everything, I made deposits, and it worked well, after I won I thiught that it was gods word that sent me this winning that would helo all my family, but now I dont now what to do anymore, is there any chance that somebofy can help me ???

Hello MadarsK, I am sorry for you situation. Using more than one account at the certain casinos used to be prohibited and casino can block your winnings. When a casino believes that you have duplicate accounts, they usually confiscate the money. Do you have any idea how long has been your second account inactive and if you played with the bonus? It would be great if you could remember.

And regarding to your 11k prize,..it depends on the circumstances. Did you win with or without using the bonus, please? I'm trying to find if you had any advantage over the casino.

By the way, I found this wording directly in their terms and conditions.

It has to be inactive for over a month at least. Money was won without bonuses, only with my money.

Hello,

that is good if I may say. 

You see, the multiple account rule is the way how casinos protect themselves against bonus hunters. Such players create new accounts to take all available no-deposit bonuses normally offered only to new players, meaning that by doing so they gain advantage over the casino. 

Sadly, casinos sometimes apply this rule blindly to every player who somehow seems to be connected to another by any means. The same IP, similar email address, or playstyle can easily create such a connection. This is something we try to change.

The casino should only void winnings in case the player gained some sort of advantage over the casino by creating another account/s. 

I have a feeling this is not your case.

I hope hat I still have a chance, you cant imagine how bad I am feeling right now, because of some stupid mistake my Christmas and whole year could be ruined ;(

Hi MadarsK, I see you just answered to Tomas. I hope things will works for you and casino and Tomas bring positive feedback. Wait now for their answer, I wish you good luck. ??

Thank you very much !??

Hello again,

must be unnerving, but try to stay calm, please. Now it's the casino's turn, we shall see what evidence the casino provides, and I'm sure that Martin will take good care of the complaint.

These nerv racking days, I cant hold it anymore?? havent slept good, always checking if there is some answer

Just hold on!

Firstly, we need to know what the casino has to say, according to the timer, just one day left. Try to focus on another things you like. ??

Yea, this answer from them didnt help me much, will I need to wait another week for another question, week after week??

Ok, so the email was incorrect, as I can see in the complaint. But now, when the casino has your ID, we will learn more.

Hello ! I dont really understand, for what exactly am I waiting for right now ? ??

Its hard to krep straight mind

Will anybody even have the power to help me ? ??

Hello,

I can see that the casino replied to your complaint, so Martin has to check it out, evaluate possible proofs about the multiple accounts you have been accused of opening then ask additional questions if necessary.

This is the most important part.

Stay patient.

I have a litlle of hope left, but thats not so good, I made promise to my family, that everything will be this year for us, but now I dont know what can I even think of??

Hello MadarsK, my fingers are crossed. No answer from Martin yet and Christmas behind the door. I understand your feelings. Unfortunately, I am not sure whether Martin has the capacity to deal with the case right now and during these festive days. We will see, it is not over yet. Try to focus on other joys and detach yourself from thoughts directed right here. I wish you to feel better and ??.

Cant focus on anything else right now, as it was my last hope to make good christmas or atleast new year fot my family. But merry christmas to you and thanks for standing by????

Hello Madarsk,

Sorry you found yourself in this situation. That is not a good place to be, especially when you needed money so badly. Most Casinos takes their ToS to the extreme and I think that may be the case in this situation too but I don't know for sure. But Id advice you or anyone else to refrain from using multiple accounts or breaking any ToS for that matter. Always read the fine lines because no casino likes to return money to players.

However, Id like to appeal to the Casino involved to look beyond the obvious and try to be humanly a bit. That's what we would do at Fortune.st if this ever come up. That depends though on what activities you have engaged in with the second account.

Wishing you the best, and Merry Xmas.

Denis, Fortune.st

Hello, Fortune.st ! Thank you very much for this generous answer from your side, I really aprriciate it, it actually gave me little more hope that there is actually humanly people aswell casinos.

From my point of view I think that they have to be able to unblock my winnings, because the second account I am 100% sure that there wasnt even a single deposit or withdraw made, as well it was without kyc. I eould even agree if they would take % of my winnings as penalty.I think that after I made a deposit into my account ir before they needed to ask for my id so they could check if I do not have multiple accounts. Because it means if somebofy have an multiple account at Ice than it means they have 100% right to only loose money, but not ein, because they allow deposits and block you when you win.

Thank you for wishing me merry christmas, its nice, but these days for me will not be as I hoped they will turn out, I am not happy??

But merry christmas to you too and all of your team??

I would really appriciate if you could please stabd by with me too with this conplaint, please ?