IceCasino - Spelarens konto har stängts.

Hi. My account was blocked with a balance of around 6000 EUR. I don't know the exact figure because I can't access my account. I had pending withdrawals for around 5700 EUR plus other money in the account. I received an email saying my withdrawal was cancelled so I went to my account to see why and that's when I realise I was blocked.

I went to live chat and first of all they asked me if I recognised some email address which I didn't and they said it was registered to an account also from my device which was against site rules. I said this was impossible because I only play on my phone and laptop and I live along (my laptop never leaves) and I never give my phone to anyone. I don't have another account with the site. Chat said they would forward it to another department and respond to me by email.

After 24 hours, I hadn't received a response so I went back to live chat. This time they told me I was blocked for bonus abuse. I had already been blocked from using most of their bonuses months ago so I got very few bonuses and I normally just play with cash with a bonus activated if I have one so that it wagers against the bonus.

I asked what about the money in my account and they said it was frozen, so basically I wouldn't get it back. I think this is crazy. I didn't do anything wrong. I have had my account for around a year and was almost top level VIP, I deposited and wagered a lot.

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Dear benjyyy,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your account being blocked and your funds frozen.

Thank you also for providing the screenshots. From what I can see, the casino has mentioned two different reasons for blocking your account — first a suspected duplicate account linked to another email from your device, and later "bonus abuse," without providing any further details. I understand how confusing and frustrating this must be.

To better understand your situation, could you please clarify the following:

• Have you ever created or attempted to create another account at this casino (even unintentionally, for example via a different email or login method such as Google/Facebook)?
• Is it possible that anyone else could have accessed your device, internet connection, or used the casino from the same IP address?
• Have you ever used any VPN, proxy, or similar tools while playing?
• Can you confirm whether you have successfully completed full KYC verification in the past?
• What types of bonuses did you use recently before the account was blocked (if any)?

Additionally, if you have any further communication with the casino (emails, chat transcripts, or additional screenshots), please feel free to forward them to petronela.k@casino.guru so I can review everything in detail.

At this stage, the conflicting reasons provided by the casino (duplicate account vs. bonus abuse) make it important for us to gather as much information as possible before reaching out to them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Have you ever created or attempted to create another account at this casino (even unintentionally, for example via a different email or login method such as Google/Facebook)?

No.

Is it possible that anyone else could have accessed your device, internet connection, or used the casino from the same IP address?

Not from device. Same connection, maybe, if I play on public wifi.

Have you ever used any VPN, proxy, or similar tools while playing?

Probably, but accidentally. I have VPN on my phone and laptop but I dont use it often so only if I forget to turn it off. Moreso on my phone because I'm originally from North of Ireland but now live in Dublin so I have also retained my old UK sim card for my number and need VPN on (set to Ireland) to access some services here. It;s never set to another country other than Ireland but I turn it off and use my Irish connection or my home wifi when I can.

Can you confirm whether you have successfully completed full KYC verification in the past?

Yes, ID, payment method and address as far as I remember.

What types of bonuses did you use recently before the account was blocked (if any)?

There are generally a few bonuses a week available to me so when I deposit I usually take them if I have them. I like to play the tournament that only work with real funds but if I have a bonus activated I can wager against it when using my real money. I used to get more bonuses but they blocked me from most - I couldn't enter in bonus codes from any of their social media sites that advertised them or access any of the seasonal promotions etc. I don't believe I've done anything wrong. If they don't want me using bonuses then fine don't give them to me (I never complained about not being able to use any of the bonus codes). And if they want to block me its obviously up to them but keeping my money is crazy. Between 3rd-9th April alone I deposited 3300 EUR to the site. I almost lost all of it until I had around a 3500 EUR win from a 5 euro bet when using my own funds.

Hello, benjyyy

Maybe you can clarify who the account tid**itz@gmail.com belongs to?

Since we can see the gameplay and bonus activation from the same very PC and IP address.

P.S. There is absolutely no doubt our anti-fraud dept. will find and block ALL your accounts, sooner or later 😉 (regardless how many complaints you make)

Kind regards

I'm going to keep this polite even though I find the tone of the above reply extremely unprofessional. Even moreso given the extremely high rating the casino has on this website. @CasinoGuru - I'd urge you to consider whether a response like this is appropriate against a complaint like this involving a lot of money (this is literally a life changing amount of money to me).

I can categorically confirm I have no connection to that email address, nor do I have any other accounts. I would ask you to confirm yourself who that email address belongs to - I know that you do not allow a single withdrawal without performing thorough KYC checks as I went through them on my first withdrawal. So it would make no sense to me to attempt to make other accounts. You will not find any connection to me as a person or any financial account related to my on your casino because it doesn't exist (note that I only made deposits with fiat from my bank account)

If there is some sort of link to a connection then perhaps it is due to a VPN but CasinoGuru, I urge you to look into this diligently because I am 100% telling the truth here and have absolutely nothing to hide.

As a final point, it is my 40th birthday today (as you will see from your KYC check on me) and instead of receiving a bonus from a casino where I was supposedly a top level VIP, I'm receiving a shockingly unprofessional reply to a very serious complaint about a huge some of money, most of which I deposited myself from my own bank account. Do better.

Dear IceCasino,

Thank you for your reply.

In order for us to properly assess this case, we kindly ask you to provide supporting evidence for your claims regarding the alleged duplicate account and/or bonus abuse.

Specifically, we would appreciate if you could share any relevant data linking the player to the mentioned account (e.g., IP logs, device matching, gameplay patterns, or any other internal findings that led to this conclusion).

If this information cannot be shared publicly, please feel free to send it directly to my email address: petronela.k@casino.guru, where it will be handled confidentially and used solely for the purpose of reviewing this complaint.

Thank you in advance.

Dear Petronela,

We are kindly asking you to prolong the time for response, since we're preparing the answer and proofs that would cover all the current cases from Ireland

Thank you!

Dear IceCasino Team,

Thank you for your message.

No problem — we understand that you may need additional time to prepare a comprehensive response. We will extend the timer by another 7 + 7 days.

We appreciate your cooperation and look forward to receiving the requested information.

Greetings,

The onwer of the gaming account was kindly invited to undertake the video verification.

Kind regards

I completed the video verification this morning.

Dear IceCasino Team,

Thank you for your update.

We understand that the player has now completed the requested video verification. Could you please kindly let us know how the verification went and whether any decision regarding the player’s account and remaining balance has already been made?

We would appreciate any update you can provide regarding the current status of the investigation.

Thank you in advance for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings,

the account was unblocked, player may continue using the services.

Regards

Dear IceCasino Team,

Thank you for your update and cooperation throughout this investigation. We truly appreciate it.

Dear benjyyy,

According to the casino’s latest statement, your account has now been unblocked and you may continue using the services.

Could you please confirm whether the issue has been fully resolved from your perspective and whether you are now able to access and use your account without any restrictions?

Thank you in advance for your confirmation.

Hi Petronela

I can confirm that access to my account has been restored and I have requested a withdrawal which is still pending.

Hopefully that will go through ok. Thank you very much for your help with this.

Also to the casino, although I was annoyed at their previous response I am pleased they engaged and looks to be a good outcome.

Hi benjyyy,

Thank you very much for your update and confirmation.

I am glad to hear that access to your account has been restored and I also appreciate your fair feedback regarding the casino’s cooperation in the end.

Could you please let me know as soon as the withdrawal is successfully processed and the winnings arrive to you, so we can confirm that the issue has been fully resolved?

Thank you once again for your cooperation throughout the complaint process.

Dear benjyyy and IceCasino representative,

I would like to inform you that I will be leaving Casino.Guru at the end of this month. Because of this, this complaint, including related email communication, will be transferred to my colleague Kubo (jakub.m@casino.guru) from our Complaint Resolution Center.

Please rest assured that you are in very capable hands, and Kubo will continue assisting you with the same care and professionalism.

Thank you very much for your understanding and cooperation.

Dear benjyyy,

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.