IceCasino - 플레이어의 탈퇴가 거부되었습니다.

I have been playing at this casino on an identified account for almost a year now that I have won they tell me that I cannot get my money under the pretext that I have two accounts

Παιζω στο συγκεκριμενο καζινο σε ταυτοποιημενο λογαριασμο σχεδον εναν χρονο τωρα που κερδισα μου λενε οτι δεν μπορω να παρω τα λεφτα μου με την προφαση οτι εχω δυο λογαριασμους

Dear vasosou6712,

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?

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

Could another member of the household have created an account using the same ip when I don't play in a casino using a bonus

Μπορει καποιο αλλο μελος του νοικοκυριου να εχει δημιουργησει λογαριασμο χρησιμοποιωντας την ιδια ip ποτε δν παιζω σε καζινο χρησιμοποιωντας bonus

Let me explain what happened, I've had this account for over a year, I once again won the amount of 5000euro, which I never withdrew because they identified the account almost after a month, I played again and again many times since then and now that I won they found the excuse that I have another account in communication with them, they didn't even know when the second account was opened

Να σας εξηγησω τι εγινε διατηρω αυτον τν λογαριασμο πανω απο χρονο ειχα μια ακομα φορα κερδισει το ποσο των 5000euro το οποιο ομως δν απεσυρα ποτε γιατι καναν την ταυτοποιηση του λογαριασμου σχεδον μετα απο ενα μηνα ξαναεπαιξα και ξαναεπαιξα πολλες φορες απο τοτε και τωρα που κερδισα βρηκαν την δικαιολογια οτι εχω κι αλλο λογαριασμο σε επικοινωνια μαζι τους ουτε καν ξεραν ποτε ανοιχτηκε ο δευτερος λογαριασμος

I don't know who created this account

Δεν γνωριζω ποιος δημιουργησε αυτον τον λογαριασμο

Also, since, as you say, you found that there was a double account and since even if I won there was no possibility of receiving my winnings, do you not think that you should prevent me from depositing my money by informing me, as I see it, you are also violating the rule of law game

Επισης εφοσον οπως λετε διαπιστωσατε οτι υπηρχε διπλος λογαριασμος και εφοσον και να κερδιζα δν υπηρχε πιθανοτητα να παρω τα κερδη μου δεν νομιζετε οτι θα επρεπε να με αποτρεψετε απο το να καταθετω τα λεφτα μου ενημερωνοντας με καθως οπως το βλεπω παραβιαζετε και σεις τον κανονα του δικαιου παιχνιδιου

Hello everyone,

Thank you both for your replies.

vasosou6712, unfortunately, it does seem like these personal details match your personal details.

Dear Vulkan Vegas Casino,

Could you please provide further evidence that both accounts were created by the same person? You can send it to kristina.s@casino.guru. Thank you in advance.

If vulkan vegas casino is the same as ice then they obviously have my details from this page

Αν το vulkan vegas casino ειναι το ιδιο με το ice τοτε προφανως εχουν τα στοιχεια μου απο κεινη την σελιδα

Hello all,

The proofs were sent.

Best regards

So, we received evidence from the casino confirming their claims.

Vasosou6712, there is a very small chance (or none, in my honest opinion), that two accounts were created within a few months by two different people who have the same name and birthday, come from the same country and city, and used the same device. I am afraid, that there are too many similarities between these two accounts.

However, the representative from IceCasino offered you to leave your deposits in the amount of €1,665. Please, let me know how you wish to proceed.

Accepted

Δεκτο

And how will I be able to access this money? Will they unblock my account?

Και πως θα μπορεσω να εχω προσβαση σ αυτα τα χρηματα ?θα μου ξεμπλοκαρουν τον λογαριασμο?

Dear vasosou6712

You may now access your account.

Kind regards

Hello everyone,

I'm glad to hear that we have come to an agreement. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru