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A while ago I made an account at ice casino and lost the password, never entered again.

Last week I deposited in another account and was successful in some bets, after that I made the withdrawal request on Friday 11/25/2022 along with the withdrawal request I sent the documents for verification.

As of today, 11/29, I have not had any feedback on the withdrawal or verification. Now this afternoon I tried the account and it was blocked, I tried to contact the support and he told me that my account was blocked because I would have another account, that is, I lost my deposit and the earnings that I obtained? Why did the deposit go through and the withdrawal not? How is my deposit amount? What about the money I made by risking my deposit? This is totally unfair.

A um tempo atrás fiz uma conta no ice cassino e perdi a senha, nunca mais entrei.

Na semana passada em outra conta depositei e tive êxito em algumas apostas, após isso fiz o pedido de saque na sexta dia 25/11/2022 juntamente com o pedido de saque realizei o envio dos documentos para verificação.

Até a data de hoje dia 29/11 não tive nenhum retorno sobre o saque e nem sobre a verificação. Agora a tarde fui tentar na conta e a mesma estava bloqueada, tentei contato com o suporte e ele me disse que minha conta estava bloqueada por que eu teria outra conta ou seja perdi meu depósito e os ganhos que eu obtive? Por que o depósito foi efetivado e o saque não? Como que fica o valor do meu depósito? E o dinheiro que ganhei arriscando o meu depósito? Isso é totalmente injusto.

Dear hugo0413,

Thank you for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason to open a brand new account? Has there been any activity in your old account and how long ago you have entered it for the last time?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

I made a new account because I lost access to the old one, I don't remember when the last access was. I didn't know about this rule, what bothers me is that the deposit was not blocked for this reason but the withdrawal was.

They canceled my account with the deposit amount and the winnings I got.

I see that it is unfair because I deposited in only one account, I made gains in it and I sent all the documentation they asked me for.

In a live support conversation, the consultant told me that I could reactivate the account as long as my balance was reset to zero, I don't see this situation as fair.

Fiz uma conta nova por que perdi o acesso a antiga, não me recordo quando foi o último acesso. Não sabia desta regra, o que me incomoda é que o depósito não foi bloqueado por este motivo mas o saque sim.

Cancelaram a minha conta com o valor do depósito e os ganhos que obtive.

Vejo que é injusta pois depositei em apenas uma conta, tive ganhos nela e enviei toda a documentação que eles me pediram.

Em conversa no suporte ao vivo o consultor me disse que poderia reativar a conta desde que fosse zerado o meu saldo, não vejo como justa essa situação.

Dear hugo0413,

Could you please advise if there was any game activity in your old account? Please try to remember when was the last time you accessed the old account. Have you accumulated your recent winnings with or without any active bonus, please?

I don't remember when the last access was, nor did I remember that there were 2 accounts, the days were created at the same time if I'm not mistaken. My only issue is the kidnapping of my deposited amount along with the amount I won. There were bonuses in the account, but as real money is spent first, I just played with real money and made gains with it, at the time of withdrawal they blocked my account and said they could unlock it but they would reset all my balance, that doesn't do the job minor sense.

Não me recordo quando foi o último acesso, nem me recordava que havia 2 contas, as dias foram criadas na mesma época se não me engano. Meu único problema é o sequestro do meu valor depositado juntamente com o valor que ganhei. Havia bônus na conta, porém como se gasta primeiro o dinheiro real, apenas joguei com o dinheiro real e obtive ganhos com ele, no momento do saque bloquearam a minha conta é falaram que poderiam desbloquear porém iriam zerar todo meu saldo, isso não faz o menor sentido.

Dear hugo0413

Can you please tell us who does the account adesio**aze@hotmail.com belong to?

Can you also let us know who the account hugo04*3@gmail.com belong to?

The reason we are asking this, is because all of them (+ the disputed account) are registered in one name, same personal data, all were active, all used bonuses, including no-deposit bonuses, all accessed via the same device and IP.

Can you please clarify?

Thank you in advance!

Thank you very much, IceCasino team, for the clarification.

Dear hugo0413,

Could you please elaborate?

Dear hugo0413,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.