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Hi, In August I won a large sum of money in the Casino. When I reached the winning amount of 25,400 PLN I ordered a withdrawal of 4000 PLN to my bank account. The withdrawal was made, after which my account was blocked. The Casino did not want to give me back my account with my money.They stated that I broke the rules but I do not agree with it. I am sending photos from conversation.I once had an account with them,which I closed and later oppened a new one which was succesfully verified

Hello WERKA9706,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how long after the verification got your account blocked? Why did you create a new account if you already had one, why didn't you reopen the old one? Did you contact the casino before registering a second account?

Looking forward to your answer.

Regards,

Nick

Hello, the account was verified on July 13, 2023. During this time, I regularly deposited money and withdrew small amounts. The problem occurred when I won a higher amount. Then they said I had broken the rules. I opened a new account because I had another one, but I closed it because I lost a lot and wanted to take a break. When trying to log in to the old account, a message appeared that the account did not exist. I did not contact the casino before registering a new account. I believe that if I broke the regulations, my account would not be verified. I think the problem is that I won a lot and then there was a problem.

Witam, konto zostało zweryfikowane 13 lipca 2023.Przez ten czas regularnie wpłacałam pieniądze i wypłacałam małe kwoty. Problem pojawił się kiedy wygrałam wyższą kwotę. Wtedy stwierdzili,że złamałam regulamin. Otworzyłam nowe konto, ponieważ wcześniej posiadałam inne, ale je zamknęłam ponieważ dużo przegrałam i chciałam zrobić sobie przerwę. Przy próbie logowania na stare konto pokazał się komunikat, że konto nie istnieje. Nie kontaktowałam się z kasynem przed rejestracją nowego konta. Uważam, że gdybym złamała regulamin to moje konto nie przeszłoby weryfikacji. Myślę, że problem tkwi w tym, że wygrałam dużo i wtedy pojawił się problem.

I will also add that the casino wants to unblock my account provided that I agree to reset the balance of PLN 21,400

Dodam jeszcze, że kasyno chce odblokować moje konto pod warunkiem, że zgodzę się na wyzerowanie salda w wysokości 21 400 zł

Hello

Can you kindly let us know who the account wer**ika.bednarz.1997@wp.pl belongs to?

Thank you in advance!

Kind regards

If I had known that such problems would arise and my winnings of PLN 21,400 would be lost, I would not have opened an account with you. I feel desperate about the whole situation, because I deposited several thousand zlotys into my account, which I lost, and then I gradually made up for the loss. And just when I won a larger amount, my account was blocked

Gdybym wiedziała, że pojawia się takie problemy i moja wygrana 21 400 zł przepadnie to nie otworzyła bym konta u Państwa. Czuję się zrozpaczona całą tą sytuacją, bo wpłaciłam na konto kilka tysięcy złotych które przegrałam a później stopniowo odrobiłam straty. I właśnie w chwili kiedy wygrałam większą kwotę moje konto zostało zablokowane

Dear WERKA9706

Can you please specify when exactly do you check the availability of your "first" account?

Before the complaint/after the complaint/etc

Thank you for cooperation!

Regards

Therefore, I do not agree with the decision to block my account weronikabednarz864@gmail.com . The account was successfully verified and I deposited large amounts into it many times. The problem only appeared when I won. Everything was fine as long as I was losing, and then suddenly you found out that I had violated the rules

Dlatego nie zgadzam się z decyzją zablokowania mojego konta weronikabednarz864@gmail.com. Konto przeszło prawidłowo weryfikacje, wielokrotnie wpłacałam na nie duże kwoty. Problem pojawił się dopiero wtedy, kiedy wygrałam. Póki przegrywałam wszystko było ok, a później nagle stwierdziliście Państwo, że naruszyłam regulamin

Dear WERKA9706,

Can you please advise since when is your account verified?

Dear IceCasino, is there any way to prove when exactly was the player's first account closed? Did the player receive any kind of advantage by creating the second account if it was actually really closed in 2022?

Hello, the account was verified on 13rd July 2023.

Hello

The account wer**ika.bednarz.1997@wp.pl (account ID 32269999) was blocked at 22.08.2023 07:08:18 (UTC). Deposits were made, bonuses received.

The account wer**ikabednarz864@gmail.com (account ID 39683760) was blocked on 22.08.2023 07:08:10 (UTC). Deposits were made, bonuses received.

Kind regards

There would be no point in creating a new account if I already had an account with you. I'm not stupid and I wouldn't risk opening a new account if I had an active other one. I deposited several thousand zlotys into my account and everything was fine, but suddenly when I won a large amount, it turned out that I supposedly had 2 accounts and that I had broken the regulations, which is not true. The account we*****a.bednarz.1997@wp.pl was closed in the chat. with a consultant in 2022, so please don't lie that it was blocked in 2023 in August.

What would be my goal in opening a new account? For a few zlotys bonus? If my account ver****** 1997@wp.pl If it was active, I would play on it, so this is a joke. You blocked the account together with my PLN 21,400 and you don't see a problem with it

Jaki miałabym cel w zakładaniu nowego konta ?dla kilku złotych premii ? Jeżeli moje konto wer******1997@wp.pl byłoby aktywne to grałabym na nim ,więc to jest jakiś żart . Zablokowaliście konto razem z moimi 21 400 PLN i nie widzicie w tym problemu

???

Dear WERKA9706,

So do you confirm that both accounts belong to you?

Please note that if you ever had a previous account, even closed, you can never open a new one. The procedure would be to contact the casino in order to reopen the old one or to ask them if you can open a new one.

As you did have multiple accounts and even used bonuses on both of them, the casino had every right to close it and void any winnings generated on them.

Unfortunately, we will be forced to reject the complaint unless there is anything else we could assist you with.

Dear WERKA9706,

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.