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Goodnight.

I am here to file my complaint, icecasino has blocked my account claiming that I have more than one account, which is false. The requested documents were sent and the casino was proceeding with the verification process, which took a long time, until they blocked my account.

I have €7000 blocked and I don't know how to proceed.

I affirm that I do not have another account, only one with an associated email.

Sincerely, André S*****

Boa noite.

Estou aqui para apresentar a minha reclamação, o icecasino bloqueou-me a conta alegando eu ter mais de uma conta, sendo essa afirmação falsa. Os documentos solicitados foram enviados e o casino estava a proceder na verificação, processo este demorado, até que me bloquearam a conta.

Tenho 7000€ bloqueados e não sei como proceder.

Afirmo que não tenho outra conta, apenas uma com um e-mail associado.

Atenciosamente, André S*****

Dear André,

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

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? Were your winnings accumulated with or without an active bonus? Have you passed the KYC account verification successfully in the past, please?

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

Good afternoon.

I recently created the account at the casino, used the welcome bonus, through that money I reached the desired bonus and the balance changed to real, I continued to play until I reached the aforementioned amount.

I proceeded to the withdrawal process ("withdrawal" at the casino in question) and I was asked to verify the account, I sent the requested documents, proof of address, selfie with the citizen card and ATM card, proof of deposit, Iban, this process it became quite long. Contacting through the support chat, they always responded, and asked for patience, as it was an evaluation process. Until they blocked my account, I returned to contacts via the support chat and the only solution, as they said, was to unblock the account, but the real balance would be withdrawn.

I have used my account on different devices, my mobile phone and my computer in different places, but no one has used my email, nor have I created different accounts with another email, I just have a single account. Finally, the KYC verification process took a long time, until the account was blocked, and ended up not being validated. At that moment they only asked me for a print of my bank account (this document has already been sent).

If you want I can send the documents sent for verification.

Thanks for the availability.

I will be there to resolve this issue.

Sincerely, André S*****

Boa tarde.

Criei a conta recentemente no casino, utilizei o bônus de boas vindas, através desse dinheiro atingi o bônus pretendido e o saldo passou para real, continuei a jogar até que atingi a quantidade já mencionada.

Procedi ao processo de levamento("saque" no casino em questão) e pediram-me para verificar a conta, enviei os documentos solicitados, comprovativos de morada, selfie com o cartão de cidadão e cartão multibanco, comprovativo de depósito, Iban, este processo tornou-se bastante longo. Contactando através do chat de apoio, sempre responderam, e pediam paciência, pois se tratava de um processo de avaliações. Até que me bloquearam a conta, voltei a contactos pelo chat de apoio e a única solução, dita por eles, eram desbloquear a conta, mas o saldo real seria retirado.

Já utilizei a minha conta em diferentes dispositivos, meu telemóvel e meu computador em locais diferentes, mas ninguém utilizou o meu e-mail, nem criei contas diferentes com outro e-mail, apenas tenho uma única conta. Para finalizar, o processo de verificação KYC, foi longo, até ao bloqueio da conta, acabando por não ser validado. Naquele momento pediam-me apenas uma print da minha conta bancária (documento esse já enviado).

Se pretenderem posso enviar os documentos enviados para verificação.

Grato pela disponibilidade.

Estarei presente para solucionarmos esta questão.

Atenciosamente, André S*****

Dear Andre,

Sorry, you've faced issues.

Would you kindly clarify, who does the account maf**nam@gmail.com belong to?

Our anti-fraud dept. detected, that same device and IP was used, welcome bonus was used as well.

Thank you for cooperation!

Kind regards

Good Morning.

I have no knowledge of that email.

Sincerely, André S*****

Bom dia.

Não tenho qualquer conhecimento desse e-mail.

Atenciosamente, André S*****

Dear André,

Please understand that if another casino account registered under a different email address has been detected from the same device and IP address the clarification will be needed to clarify the matter. If only IP address has been recognized I would understand that you have no knowledge of it, but the same device needs to be explained. Please try to elaborate.

Good Morning.

Nobody has access to my devices, only I have access to them.

My account is associated with the Facebook account, but also only I have access to it. I never had any problems with my email accounts.

I would like to be more helpful, can you tell me how I can be more detailed?

Sincerely, André S*****

Bom dia.

Ninguém tem acesso aos meus dispositivos, apenas eu tenho acesso a eles.

A minha conta está associada à conta Facebook, mas também só eu tenho acesso a ela. Nunca tive problemas com as minhas contas de e-mail.

Gostava de conseguir se mais prestável, podem-me indicar como posso ser mais detalhado ?

Atenciosamente, André S*****

Good afternoon.

I can inform you about any situation.

I don't know anyone by that name, not even my family.

I remain available.

Sincerely, André S*****

Boa tarde.

Posso informar sobre qualquer situação.

Não tenho ninguém conhecido com esse nome, nem da minha família.

Continuo disponível.

Atenciosamente, André S*****

Dear André

Your account has been discredited. Please use "forgot password form" and change the password.

Afterwords, you may withdraw your winnings.

Kind regards

Thank you very much, IceCasino team, for your assistance and guidelines.

Dear André,

Please follow the casino instructions and keep us updated about any further developments. Looking forward to hearing from you.

Good afternoon.

I have already followed the instructions of the casino and proceeded to withdraw the real balance, but I am still waiting for the withdrawal to be completed.

KYC verification passed.

I will keep the situation updated.

Best regards, André S*****

Boa tarde.

Já segui as instruções do casino e procedi ao levantamento do saldo real, mas continuo à espera que o levantamento seja concretizado.

A verificação KYC foi aprovada.

Vou mantendo atualizada a situação.

Melhores cumprimentos, André S*****

Hello,

According to our records, the player has received 2k EUR already.

Please confirm.

The rest will be approved according to T&Cs of the Casino.

Kind regards

Good afternoon.

I confirm receipt of €2000, leaving €5000.

I follow and await the outcome of the process.

Sincerely, André S*****

Boa tarde.

Confirmo a receção de 2000€, restando assim, 5000€.

Acompanho e aguardo o desfecho do processo.

Atenciosamente, André S*****

Awesome news. Please keep us updated about any further developments.

Good Morning.

Step to inform you that the situation is completely resolved. Successful lifting.

Thank you very much for the help provided, in any way that can be useful, I will be at your disposal.

Sincerely, André S*****

Bom dia.

Passo para informar que a situação está completamente resolvida. Levantamento bem sucedido.

Agradeço imenso pela ajuda prestada, qualquer forma que possa ser útil, estarei à disposição.

Atenciosamente, André S*****

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, André, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru