I am having a problem with my withdrawal on ICEBET CaSino. I have registered an account and submiited all the necessary documents for it to be properly verified. Upon verificarion of account then I started to deposit and start playing at the site. Within my first deposit I won 2700€ l, then tried to withdraw it. Upon the attempt of withdrawal at first it says the withdrawal is being processed, but on the next day my account has been disabled and ai cannot access my account anymore. There are emails sent by the icebet casino confirming my withdrawal request and additional verification. I already submitted the additional requirements for verification then they asked dor additional verification. Then when I tried logging in my ICEBET casino account suddenly I cannot have any access on it and it stated there that my account has been disabled. I have some screenshots of my account, balance, and conversation within the said site. I am hoping that you can help me with this problem.

Hello ricspenya28,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with IceBet Casino.

Please allow me to ask you a few more question before we would move forward.

When exactly did the casino closed your account? When was the last time you withdrawn from the casino? Did they contact you since they blocked you and is there any documents which they did not receive yet?

It is a common procedure in many casino that they block the player's account until the verification is finished so I wouldn't worry about it at the moment.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

I figured out my account has been disabled, when I tried to login around 4:00pm (UTC +8 ). I withdrawn from the casino last march 23, 2022 around 1500h. My account has been verified first before I started playing. As per the document that they are requesting, since I tried to withdraw my winnings they are asking me to send verification document and I have already submitted it. The last communication with them is an email asking me again to submit a document for verification and I tried communicating with them but there were no response after redirecting me to contact their support.

Hello ricspenya28,

What exact date was the last respond from them? Do I understand it correctly that you were the last to reply to them by sending the documents and they did not respond to it since?

The last date for my reverification for withdrawal was march 24,2022, as per the last communication with them it was also on the 24th of march, they said that my account has duplicate account but they are saying that there is a different person than me that has the same IP address with me therefore my account has been disabled. But ai don't have any euplicate accounts. I am done with account verification and I was approved abf tagged as verified, yet due to my winnings they disabled my account.

Hello ricspenya28 and thank you for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, ricspenya28,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IceBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear IceBet Casino Team,

Could you please clarify the player's situation? What documents are problematic? What steps do a player need to take to successfully verify their account? If there is an accusation of multiple accounts using, can you please provide us with the relevant evidence?

It is possible to share the data and/or documents directly here, with your reply, or by sending them to my email address ([email protected]).

Thank you in advance for providing the information.

Dear Branislav.

We have reviewed the player's complaint in detail.

The player RICAPENYA registered the account 2022-03-23

Also on 2022-03-23 player, RICAPENYA deposited his gaming account with 53.80EUR via bitcoin wallet.

On 2022-03-23 player RICAPENYA applied for withdrawal and was asked for documents to verify his account.

After the player provided the necessary documents, additional verification of the player's account was conducted.

The additional verification showed that RICAPENYA had a double account CAMILLUS07.

The account CAMILLUS07 was registered on 2022-03-23.

On 2022-03-23 the player CAMILLUS07 deposited his account with 50.03 EUR via bitcoin wallet.

CAMILLUS07 and RICAPENYA both players from the Philippines, used the same IP for registration and games to play, payment method.

Also, the mentioned players made bets at the same provider.

Based on these data RICAPENYA's account has been closed as a duplicate account, and the winnings were canceled under the Rule 2.6. 

2.6. When creating an account, your personal data must be accurate and, where necessary, kept up to date, such as name, email address etc. You're not allowed to create multiple accounts: only 1 account per person. You're not allowed to create an account for any other person, family member, address (mail or IP), email or device. Any other accounts besides your main IceBet.casino account are considered duplicates. The Casino reserves the right to block multiple accounts without notice.

If we decide to delete a duplicate account:

- All bonuses, free spins, and winnings that you received by using this account will be canceled;

The player RICAPENYA deposit has been refunded minus an administrative fee.

The player RICAPENYA was informed about the termination of the account and the violation of casino rules by e-mail.

Also, it should be noted, that after closing RICAPENYA account, we received a response from the Provider stating that CAMILLUS07 and RICAPENYA used illegal strategies of playing the game, especially the illegal strategy that increases RTP.

From the provided information, you can understand that the connection between the players CAMILLUS07 and RICAPENYA is evident:

1) Players were registered on the same day.

2) Used the same method to make a deposit.

3) Used illegal strategies to play.

4) Used the same IP.

All actions on our part in relation to the player RICAPENYA were made strictly within the rules of our casino.

Thank you, IceBet Casino Team, for providing all information and explanation.

I have a few questions regarding your claims.

Was the same payment method used for depositing to the accounts or was it the same type of payment method?

Were the players able to verify themselves?

Can you please specify illegal strategies in more detail? What type of games did they play?

Could you send me the supporting evidence for your claims above?

Possible ways of sharing data and/or documents have already been mentioned in my previous post.

We are looking forward to hearing from you.

Dear Branislav.

According to your request, proof of violation of the casino rules by the player and detailed information was sent to the specified e-mail: [email protected]

Greetings all,

I am sorry for my delayed reply (bank holidays).

Dear IceBet Casino Team,

Thank you for your email, I already answered it and asked you for additional evidence for the accusations above.

Dear Branislav.

We would like to inform you that according to your request additional information was sent to the specified e-mail address: [email protected]

Thank you, Icebet Team, for providing the data.

Dear ricspenya28,

I was provided with the data confirming the above-mentioned accounts (at least):

• were created at approximately the same time
• used the same type of payment method for making deposits
• deposited almost the same amount
• were connected to the casino and played there using the same internet connection (4 and the same IP addresses)

Are you able to explain this situation, please? We seem to be talking about too many coincidences and matches for these accounts to be created by two different people. Can you confirm your deposit was already refunded?

I asked the casino to provide me with additional details via email, but please note if you created and used these 2 accounts, it means you breached the casino's terms and conditions.

Dear ricspenya28,

After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. You are not eligible for any winnings earned in this way. The casino acted correctly and within its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, IceBet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com