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I requested a €700 withdrawal here, and it was rejected on the grounds that I have a duplicate account. This happened after I deposited over €1000 into the "duplicate account" without being informed that I wouldn't be able to withdraw any of it. The €700 real money was completely removed from my account, leaving me with a "goodwill" amount of €50, which I couldn't even withdraw because I was supposed to place another €100 bet. I want my money back! Or I want my winnings paid out fairly. Even during the account verification process, there was no indication that I had a duplicate account.

ich habe hier 700 euro auszahlung beantragt und sie wurde abgelehnt mit der begründung das ich ein doppelkonto führe nachdem ich über 1000 euro bei dem "doppelkonto" eingezahlt habe ohne das darauf aufmerksam gemacht wurde das ich keine auszahlung tätigen kann mir wurden die 700 euro echtgeld komplett vom konto entfernt und ein "kulanz"geld von 50 euro übrig gelassen welches ich auch nicht mal auszahlen konnte weil ich nochmal 100 euro einsätze machen sollte ich will mein geld zurück haben was ich hier eingezahlt habe ! oder möchte das mir meine gewinne gerecht ausgezahlt werden auch bei der konto verifizierung wurde nicht drauf aufmerksam gemacht das ich ein doppelkonto besitzen würde.

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Dear KevinBieber,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your withdrawal and the duplicate-account issue.

To better understand the situation and move forward, could you please clarify a few points for us?

• Have you ever registered or used another account with this casino in the past, even unintentionally (for example, using a different email address, device, or personal detail)?
• Is your current account still accessible, or has it been blocked?

If you have any communication from the casino, please feel free to forward it to petronela.k@casino.guru so we can review it.

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

Hello, I received an email stating that my account was blocked, and in the subsequent chat, I was told that my money wouldn't be paid out due to a duplicate account. A second account existed in the past, but I don't remember if I used it for gambling. However, my current account was also verified for KYC (Know Your Customer) verification, which should have made it obvious that it was a duplicate account. I wasn't notified of this, and I deposited over €1000 into the account before finally being able to withdraw any money. This feels quite fraudulent. They could have warned me about this, so logically, I wouldn't have deposited €1000 if, from the very beginning, I never had the option to withdraw any money. So, I essentially gave the casino €1000... I insist on at least a refund of my deposits or a payout of these winnings.

Hallo ich habe eine email bekommen das mein Konto gesperrt wurde und im darauf folgenden Chat wurde mir gesagt das mein Geld nicht ausgezahlt wird wegen eines Doppel Kontos in der Vergangenheit hat ein zweites Konto existiert ob damit auch gespielt wurde weis ich nicht mehr. Allerdings wurde mein aktuelles konto auch für kyc verifiziert wobei hätte schon auffallen müssen das es ein Doppel Konto ist wobei ich nicht aufmerksam darauf gemacht wurde und ich auf dem Konto über 1000 Euro Einzahlungen getätigt habe bis es mal zu einer Auszahlung gekommen ist was sich ziemlich betrügerisch anfühlt man hätte mich darauf hinweisen können somit hätte ich logischerweise auch nicht 1000 Euro da eingezahlt wenn seid Minute eins für mich nie die Chance existiert hat geld auch auszahlen zu können. Somit habe ich dem Casino 1000 Euro geschenkt … Ich bestehe zumindest auf eine Rückerstattung meiner Einzahlungen oder auf die Auszahlung von diesen Gewinn.

Hello,

According to our records, the account is not blocked and may continue using the services.

Regards

The money I won with a legitimate deposit was withdrawn with the explanation that it was a duplicate account. Where was this explanation when I deposited a considerable amount of money?

Mein Geld was ich mit einer legitimen Einzahlung gewonnen habe wurde mir entzogen mit dem Hinweis das es ein Doppel Konto ist wo ist dieser Hinweis gewesen als ich etliches Geld eingezahlt habe ?

Dear IceCasino Team,

Thank you for your prompt reply.

Dear KevinBieber,

• Could you please check whether you are now able to log into your account normally? Since the casino states that your account is not blocked, it would be very helpful if you could confirm whether you can access it and, importantly, whether you are able to request a withdrawal at this moment.

Thank you.

I can log in, but I can't withdraw my money because my €700 real money balance has been removed, and I won't deposit any more funds with such scammers.

ich kann mich anmelden und auszahlen kann ich nicht da mir die 700 euro echtgeld entfernt wurden und ich werde bei solchen betrügern nicht mehr einzahlen

Dear KevinBieber

You told to support you were having over 20 multi-accounts, can you please confirm?

Regards

There was talk of two accounts; the second one was last used in 2023. All recent deposits were made with my current account, and I've also completed KYC verification. I've asked several times in the chat whether I'm able to make withdrawals, and the answer has always been yes, there's nothing preventing a withdrawal. Then you deposit a very large sum, win a fraction of it, and you don't pay it out.

Die Rede ist von zwei Accounts gewesen das zweite wurde zuletzt 2023 genutzt alle Einzahlungen in letzter Zeit wurden mit meinen aktuellen Konto getätigt auch eine kyc Verifizierung im Chat habe ich bereits mehrfach gefragt ob ich in der Lage bin Auszahlungen zu tätigen und immer ist die Antwort gewesen ja es steht einer Auszahlung nichts im Weg. Dann zahlt man eine sehr hohe Summe ein gewinnt mal einen Bruchteil zurück und ihr zahlt es nicht aus

Both accounts have my ex-partner's phone number. I didn't create these accounts, and that doesn't change the fact that I was able to deposit €1000 without any problems, but then nothing is paid out. If you can't pay out the money because of a second account, then please don't accept any deposits either. Otherwise, you're just giving away money, and that's not why I play at a casino.

Beide Konten haben Telefonnummer meiner ex Partnerin diese Konten habe ich nicht erstellt und das ändert ja trotzdem nichts an der Tatsache das ich 1000 Euro einzahlen konnte ohne Probleme aber ausgezahlt wird dann nichts wenn ihr das Geld aufgrund von zweit Account ncht auszahlt dann bitte aber auch keine Einzahlung akzeptieren. Anderes Weges schenkt man nur Geld und das ist nicht der Grund warum ich Casino spiele.

Dear KevinBieber,

Thank you very much for your update. I’m sorry to hear about the complications surrounding your withdrawal and the duplicate-account issue.

To move forward effectively, we need to clarify the situation with the additional accounts mentioned by the casino. You stated that both of the other accounts were created using your ex-partner’s phone number. However, those accounts were registered using your email addresses, which makes it unlikely that someone else created them independently. In most cases, when an email belongs to the same person, it indicates that the accounts were set up by that person—even if a different phone number was used during registration.

Please understand that we can only assist players who are sincere and completely transparent with us. To assess your case fairly, we need to know:

How many accounts in total did you create at this casino?

This information is essential for us to determine whether the casino acted correctly and to continue supporting you in this complaint.

Thank you in advance for your reply.

I personally only created this one account, and it's absolutely impossible to prove that I created these accounts based on an email address. I'm being honest and transparent; after all, I'm the one who was defrauded of €1000 through deposits and whose €700 withdrawal was denied, even though I repeatedly asked in the chat if I could make withdrawals.

Ich habe persönlich selber nur das eine Konto erstellt und anhand einer email Adresse kann man ganz sicher nicht fix machen das ich diese Konten erstellt haben soll. Ich bin ehrlich und transparent ich bin schließlich der jenige der um 1000 Euro betrogen wurde mit Einzahlungen und eine Auszahlung von 700 Euro nicht genehmigt bekommen hat. Obwohl ich mehrfach im Chat bereits fragte ob ich Auszahlungen tätigen kann.

Dear KevinBieber,

Thank you for your reply.

I would like to clarify one important point regarding the additional accounts mentioned by the casino. You stated that you personally created only your current account, and that the other accounts were created by your ex-partner because they used her phone number. However, both of those accounts were registered using your own email addresses.

In order for someone else to create an account with your email, they would have needed access to that email inbox to complete the verification process and receive communication from the casino. This makes it difficult to understand how these accounts could have been created independently of you.

For us to evaluate the case fairly and determine whether the casino acted correctly, we need a clear and consistent explanation of the following:

• How could another person create casino accounts using your email addresses?
• Did your ex-partner ever have access to your email accounts or passwords?
• Were these accounts ever used by you at any point, even briefly?

Please understand that clarity is essential. If multiple accounts were knowingly created or used by the same person, the casino’s duplicate-account action may be justified. If not, we need to establish strong evidence to support your claim.

Thank you in advance for your reply.

I've already stated several times that I don't have a duplicate account, and if I do, I'd like to see proof that the other account was also being used at the same time. This doesn't change the fact that I was able to deposit €1000 without any problems, regardless of whether it's a duplicate account or not. However, when I try to withdraw money, there are issues, so please don't accept the deposit. I deposited money even though I never had the chance to withdraw anything from the beginning, and the casino knew this and didn't point it out, even though I asked about it multiple times in the chat!

ich habe bereits mehrfach gesagt das ich keinen doppelaccount habe und wenn doch dann möchte ich bitte sehen das zur selben zeit auf dem anderen account auch gespielt wurde und das ändert nach wie vor nicht das ich 1000 euro ohne probleme einzahlen konnte ganz egal ob es ein doppelaccount ist oder nicht aber wenn ich auszahlen will gibt es probleme dann bitte auch keine einzahlung annehmen. so habe ich geld eingezahlt obwohl ich von anfang an nie die chance hatte was auszuzahlen und das casino wusste das und hat nicht darauf aufmerksam gemacht obwohl ich mehrfach im chat gefragt habe !!

Hi KevinBieber,

Thank you for your latest message.

To clarify, we are not questioning your frustration regarding deposits and withdrawals at this stage. However, before we can assess whether the casino acted correctly, there are specific factual points that still need to be addressed, and these remain unanswered.

Please clarify the following:

• Email access

Were the email addresses listed by the casino ever accessible to your ex-partner at any time (for example, shared passwords, shared devices, or automatic login)?

• Account creation process

Can you explain how accounts could have been successfully created and verified using your email addresses without your knowledge or involvement, given that email verification is required?

• Account usage

Can you clearly confirm whether you ever logged into or used any of the additional accounts mentioned by the casino, even briefly?

These points are essential for us to determine whether the duplicate-account claim is valid or not. Without clear answers to these questions, we are unfortunately unable to proceed further with the investigation.

Thank you in advance for your cooperation.

As I mentioned before, my ex had access to my email and also to all my other things, so she was able to verify it, and my deposits clearly show that I only used that one account.

wie ich bereits erwähnte meine ex hatte zugriff auf meine mail und sie hatte aauch zugriff auf alle anderen dinge von mir somit konnte sie es verifizieren und anhand meiner einzahlungen sieht man ja klar das ich nur das eine konto verwendet habe

Hi KevinBieber,

Thank you for your reply.

I’d like to clarify where we currently stand. I have already asked you twice to directly address the additional accounts mentioned by the casino, and while you now confirm that your ex-partner had access to your email accounts, this point is crucial for the assessment of the case.

By granting a third party access to your email inboxes, it also means that this person was technically able to register, verify, and manage casino accounts using your email addresses. Every player is responsible for keeping their email logins private, especially when gambling online, precisely to avoid situations like this. From the casino’s perspective, accounts created and verified via your email addresses cannot be treated as independent or unrelated.

I understand your argument regarding deposits being accepted while withdrawals were later restricted. However, before we can assess that aspect, we must first establish whether the casino’s duplicate-account conclusion is justified. Based on the information provided so far, the explanation given does not allow us to clearly separate your activity from that of a third party who had full access to your email accounts.

Please understand that we genuinely aim to help players whenever possible, but this requires complete and consistent information from the very beginning. When key facts are clarified only later, or remain ambiguous, it significantly limits what we can do and slows down the entire process.

Given the circumstances and the information currently available, we are unable to challenge the casino’s position in this case. For this reason, we will be rejecting the complaint.

Thank you for your time and for sharing your perspective, and I’m sorry that we are not able to assist further on this occasion.

Best regards,

Petronela

Casino.Guru