IceCasino - Акаунтът на играча е блокиран.

I have a problem. I've been playing at icecasino for a long time, now I wanted to log in as normal, but then I got a message that my account was blocked.

I then got in touch with support again and was told I had a second account that would be in my name.

Until today I knew nothing about the second account. I don't have access to that. I suspect identity theft. It's about €200,000 that are now being collected by the casino itself. Is there any way to counter that?

Ich habe ein Problem. Ich bin schon länger über icecasino am spielen, jetzt wollte ich mich ganz normal anmelden, habe dann aber eine Meldung bekommen das mein Konto gesperrt worden ist.

Ich stand dann wiederum mit dem Support in Kontakt und mir wurde gesagt ich hätte ein 2. Konto was auf meinem Namen laufen würde.

Bis heute wusste ich von dem 2. Konto nichts. Ich habe kein Zugang zu dem. Ich gehe von Identitätsdiebstahl aus. Es geht um 200.000€ die jetzt vom casino selber eingezogen werden. Gibt es da irgendeine Möglichkeit gegen an zu gehen?

Dear madlenrasch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

There is a possibility that someone has registered illegally via my devices with my data. The review was supposed to be initiated but before it was done they blocked my account. I was only offered 15 euros for activating my account. I won the prize with real money and an active bonus. I had a bonus that I could quickly convert into real money, after which it increased to over 200,000 euros.

Thank you for responding so quickly and for wanting to help.

Best regards

Die Möglichkeit besteht das sich jemand unerlaubt über meine Geräte neu angemeldet hat mit meinen Daten. Die Überprüfung sollte veranlasst werden aber ehe es dazu gekommen ist haben die mein Konto gesperrt. Mir wurden lediglich 15 Euro dafür angeboten das mein Konto freigeschaltet wird. Den Gewinn habe ich mit echtgeld und aktiven Bonus erspielt. Da hatte ich einen Bonus den ich aber schnell in echtgeld umwandeln konnte, danach ist der auf über 200.000 Euro gekommen.

Danke das Sie so schnell geantwortet haben und das Sie helfen wollen.

Liebe Grüße

Hello all, just a quick update on the situation:

1) The player indeed had two accounts, both active, both used tens of bonuses. Same device, same personal data, except for the phone number and e-mail used

2) The amount that was deducted is 155k (not 200k)

3) The player agreed to the offer of the remaining 15 EUR on the balance, admitting, that she had more than one account.

Hope this clarifies a bit

Kind regards

I had only agreed that my account would be free again.

In the meantime, I also know who created an account in my name and who will also show up, since I can't do anything about the situation. I insist on the money, I had said so several times.

I also contacted a lawyer because the sum is high, even if it was 155,000 euros, I am entitled to the money.

Ich hatte nur zugestimmt das mein Konto wieder frei wird.

Inzwischen weiss ich auch wer ein Konto auf meinen Namen erstellt hat und derjenige wird sich auch anzeigen, da ich für die Situation nichts kann. Ich bestehe auf das Geld, da hatte ich auch mehrfach zu geäußert.

Einen Anwalt hab ich auch kontaktiert, da die Summe hoch ist auch wenn es dann 155.000euro waren mir steht das Geld zu.

Since yesterday my account has been blocked again, the only info I got is that the administration has blocked it and I should try again later. It can't be that I only have problems with the casino. It's not normal anymore. Maybe they have it blocked now because I complained here. I don't know anymore. Money was taken from me because someone else created a 2nd account in my name and now there isn't even a real reason from the casino. If I had known beforehand what problems I still have with them, I would never have registered and recommended friends to register there.

Seid gestern ist mein Konto schon wieder gesperrt worden, die einzige Info di3 ich bekommen habe ist das die Verwaltung es gesperrt hat und ich es später erneut versuchen soll. Es kann nicht sein das ich nur Probleme mit dem Casino habe. Normal ist das langsam nicht mehr. Vielleicht haben die es ja jetzt sperren lassen weil ich mich hier beschwert habe. Ich weiß es langsam nicht mehr. Mir wurde Geld eingezogen, da jemand anderes über mein Name ein 2. Konto erstellt hat und jetzt gibt es nichtmal mehr einen richtigen Grund von seiten des Casinos. Hätte ich vorher gewusst was für probleme ich mit denen noch habe hätte ich mich niemals angemeldet und Freunden empfohlen sich dort anzumelden.

Hello madlenrasch

The account has been blocked for the period of investigation.

Kind regards

madlenrasch, please note that if two or more accounts have been created with the same credentials from the same device and players played with bonuses, there is nothing we can do. It would be close to impossible to prove that the second account has indeed been created by someone else. I apologize, but we cannot penalize the casino as this is not their mistake and your account has been blocked in compliance with the General T&Cs.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear madlenrasch,

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.