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 ???

Dear MadarsK,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few more questions before we would move forward.

Could you please advise if your account is already verified and if yes, when exactly? Did you accumulate your winnings with real money or did you use a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi, Tomas ! I verified my account last week, when I first tried to withdraw money. Money was won with a real money

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. Thank you in advance.

Yes I tried, but they said that they can unblock my account only if they take away all my money, I cant afford that ?? I understand that they are doing their job, their team is professionals, but there should be some road that we can go down togheter??

As well if there is another account, it was without kyc, and without deposits. I can take blame for another account that is made on my name, but I am not sure if I made it, because after car accident that I was on, a lit of people did have acces to my personal belingings ehile I was at hospital, computer and phone, where I have auto fills for my data.

Dear MadarsK,

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?  Do you use the same email address when opening new accounts in online casinos?

Thank you in advance for your reply.

I live in a small town, so everyone almost shares the same IP address, there is a possibility that one of my brothers has used my computer to make an account yes, there is always a possibility, but I know if the account is made on my name then it wouldn't even pass the KYC, because no one at the time had access to my documents. I prefer the e-mail that I told you I have an account on, but on the computer, the other e-mail is on auto-fill. Why even the casino would let me create a new profile and let me deposit my money, and play with my money, and when I win then they block me, they even did let me pass the KYC. I would understand if they wouldn't allow me to access the casino if some person with the same information has come to their site. I am truly sorry for what has happened with another account, I can put my hand on my heart and promise that it wasn't

made on purpose.

Thank you very much, MadarsK, for providing the necessary information. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck, and hope the problem will be resolved to your satisfaction in the near future. 

Thank you very much for help from your side

Hello MadarsK!

I will take care of your complaint from now on. In order to proceed, I'd like to invite representatives of IceCasino into this complaint to help us with resolving the issue.

Hi, Martin ! Thanks for joining in my complaint. Lets wait for casino response, I hope that we all believe in christmas miracle??

While IceCasino is answering I wanted to say some things to them. I would understand if my account got blocked when I created a new one, or when I did make deposit or passed the kyc, avoiding thise then it means casino only lets me lose even if I have more then one account, but okey, I understand you need to take time to check everything. But please dont block my account, please let me keep the winings, I would even agree if you guys would take penalty money for my dumb misunderstanding, for not remembering about my other account, but please it christmas time I want to give presents to my family

But about casino I can say only good things 10/10 would be my rating, because site works perfectly, ok it did work perfect for me, no glitches or anything. One of the best casino I have been on, in Latvia we dont have such good casinos. I wish the best for IceCasino team

Dear MadarsK

In order to investigate, please kindly provide your account ID, since we were unable to identify one by the e-mail Ma***[email protected]

Thank you in advance!

Kind regards

Hello, IceCasino ! I can confirm that that is my e-mail and that probably is my account, but I didnt make them on porpuse. When I made second account which is now, I made it on purpose to play and deposit money, to use it, but when I have been made the second account, I absoulutely forgot about that first account ?? So I am really sorry for my actions.

And as for the no-deposit bonus, anything I can say is that if I opened an account then, of course, thats the first bonus everyone takes because that's what is willing customers and if add popped then, of course, a lot of people go to the site, even the people who can't do that, but me putting my hand on heart I didn't make separate accounts on purpose, IceCasino I really appreciate the work that you have put into your site, its really good, I have heard a lot good thing about your casino so I did have a try and did make an account, deposited money with hopes that I win something for Christmas to treat my family, finally that happened, but now I don't know what to do, I don't know what else I can do despite to give a big and kind apology to all the IceCasino team for my stupidity, but please I don't want to be in a position that I am like right now at family time

Dear IceCasino,

It seems that the player has provided us with all the necessary information on your question. We'd appreciate if you would provide us with some update on the situation.

Hello, IceCasino !

Then why was I able to pass kyc and make a deposit into account that is made ? I would understand if you guys didnt allow me to make deposits or to even pass the kyc, regarding to this then it means taht the casino would allow me to only me to loose my money, even if I have 100 accounts unless I win. I am really sorry as I told before, I understand only now what have I done. When I made the second account, I didnt realise that I have already an account, I knew that I had an account at an VulkanVegas, but not at your site. As I told I am really sorry, but please let me at least have some % from winnings, its christmas time, its time for forgiving right ? And I am rwally sorry, I am not a thief, I am an honest person, I bet that I didnt obtain huge amount of bonuses??. IceCasino I am putting my hand on heart and telling I am sorry, I am trully begging for some mercy, I believe that you guys have a heart too, its not musch left till christmas????

Dear IceCasino,

I would like to ask you to provide us with some supporting evidence to all that has been described by you in your latest response.

We would also be interested in knowing when both of these accounts were created, as well as deposit and bonus history for both accounts.

Please send all aforementioned to my email: [email protected].

Thank you in advance.

Hello Martin,

The proofs were sent.

Kind regards

Hello, IceCasino !

I have a question that is at the same time favour. Will I be able the get at least some % of winnings ? Its christmas and I am not feeling very well, I havent slept very good too, every minute and every second I am thinking about this. Please, I am begging, I am coming towards to you, and I of course will suggest you guys to everyone, but please guys, you can hold % of my winnings, I know that at every possible solition you guys will be in profit any way, but not me??

Merry christmas to all IceCasino team aswell to CasinoGuru team. Hope that everyone is feeling well.

Hope that you all did have a happy and warm holidays, hope to hear from you guys soon??

Hello MadarsK!

We have received all the requested information from IceCasino's team and we have also managed to carefully examine all the documents. After seeing and reviewing all the details, especially with the bonuses used on both accounts, I am really sorry to tell you that we are not able to support you in this case.

As the casino has mentioned earlier, this goes against terms & conditions, which are written in very particular manner for this particular situation.

Unfortunately, we will be forced to close this complaint as unjustified soon, however I'd like to ask you, is there anything else that I can help you with?

Nooo pleaseee !!!!? Can IceCasino reply to me ? Please I want at least something, why was I able to deposit money ??? Why ? You just stole from me ? I passed kyc, I made deposits and played for a whole week and why didnt you do nothing then ??? Why, please, I dont know what will I do without this money, my life is ruined, I have nothing else left, I promised my family that everything is going to be ok, pleaaaseee there has to be something we can do.

Then why would you unblock someone with 250k€

11k€ is nothing compared to this

https://casinoguru-en.com/icecasino-player-was-accused-of-opening-multiple-accounts-1

Please, I am even allowing casino to take even 50% of my winnings, but please be humans and understand me, I dont know how you guys even sleep when you know that there is someones familys table that you stole food off of it

I am really sorry as I said it before, I really am, I didnt do this on purpose, its a big misunderstanding

Dear MadarsK

On behalf of Icecasino, we also wish you a warm a peaceful Holiday season.

Kind regards

Thank you IceCasino, but I know that you guys know that these holidays wasnt peacfull for me unfortunately. But could you please be human enough to come and meet in the middle with me and take penalty money from me, which would be 50% off my winnings, you would be a winner anyway, but please help me to at least be happy at new year’s time, please Ice????

Dear MadarsK

Looks like you haven't tried to log into your account ??

Kind regards

Thank very much IceCasino, I cant describe in words how much does this mean to me, than you very much, I have happy tears right now, I love you guys?????? I wish you all the best to you

Thank you CasinoGuru very much too. You can close this case

I wis you all the best ??

Hello all!

By the looks of the situation the player was awarded with some kind of a special Christmas present by the Ice Casino. We appreciate the decision and generous attitude of the casino, therefore we will close this complaint as resolved.