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The casino has locked my account because years ago I made a payment from the joint credit account that belonged to my partner and I.

However, in recent years, I have been making payments from my bank account because the aforementioned credit account was closed since we settled our loan.

Now, after winning this larger sum of money, my account has been locked and they are claiming that I made deposits that did not originate from my bank account. Notably, this is because of a payment made years ago. A payment which now has nothing to do with my winnings.

The casino is now trying to placate me with €100.

What I want is my winnings, not just the €100, considering that I’ve made enough deposits there.

Das Casino hat nein Konto gesperrt da ich vor Jahren eine Zahlung getätigt habe die von dem gemeinsamen Kreditkonto meines Partners und mir war.

Seit den letzten Jahren habe ich jedoch von meinem Bank Konto eingezahlt da da s kredit konton geschlossen wurde da wir den Kredit aufgelöst haben.

Nun nach dem ich diese Höhere Summe gewonnen habe wurde mein Konto gesperrt und es wird sich darauf berufen das ich Einzahlungen getätigt habe die nicht von meinem Bankkonto gewesen währen. Wohlgemerkt wegen einer Zahlung die vor Jahren getätigt wurde. Und nichts mehr mit meinem Gewinn zu tun hat.

Nun möchte mich das Casino mit 100 Euro zufrieden stellen.

Ich möchte meinen Gewinn haben nicht die 100 Euro immer hin habe ich auch genug einbezahlt.

Dear AnnaG,

Thank you very much for submitting your complaint.

I'm sorry to hear about the situation you're facing with the online casino regarding the locking of your account and the associated concerns about your winnings.

To better understand your situation and assist you effectively, could you please provide us with additional details regarding the payment made years ago from the joint credit account?

Specifically, we would like to know:

• When was the payment made from the joint credit account?
• Have you been in communication with the casino's support team regarding this issue?
• How many payment methods did you use recently and are you able to prove that you are the legitimate owner of those payment methods?

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

If there are any relevant communication or documents you believe would assist in resolving this matter, please feel free to forward them to petronela.k@casino.guru for our review.

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

The first deposit will be made in 2021

Yes, I have written to support about this several times.

I haven't received a physical reply via email yet, but I've taken a screenshot of everything with chat support.

Payment methods I used the credit account in question in 2021

Paysafecard and, for the last few years, my normal bank account (which I can prove is mine)

Die erste Einzahlung erfolge 2021

Ja ich habe dies bezüglich schon mehrfach an den Support geschrieben.

Per Email bis jetzt keiner Leibantwort erhalten aber bei den chatt Support habe ich alles Screenshot mäßig fest gehalten.

Zahlungs Methoden habe ich 2021 das Kreditkonto genutzt um das es geht

Paysafecard sowie die letzten Jahre mein normales Bank Konto (bei dem ich nachweisen kann das es meins ist)

Hi AnnaG,

• Could you please advise how many deposits have you made in 2021 from your partner's card?
• Have you communicated this issue with the casino back then?
• Please forward any supporting evidence or relevant communication to petronela.k@casino.guru.

Thank you.

I deposited using the payment method 1 time in 2021.

And yes, I sent several emails to the casino in which I also set a deadline and asked for more information and answers.

I sent them an email with the screenshots (this was a PDF file as there were several as well as an email with the emails that went out

Ich habe mit der Zahlungsmethoden 1 Mal eingezahlt im Jahr 2021.

Und ja ich habe mehrere E-Mails an das Casino gesendet in denen ich ihm auch einen Frist setzte sowie mehr Fach und Antwort gebeten hatte.

Ich habe ihnen eine Email mit den Screenshots gesendet (dies war eine PDF Datei da es mehrere waren so wie eine Email mit den E-Mails die rias gegangen sind

Hi AnnaG,

• This is indeed a unique situation. Could you kindly provide your complete cashier history from the casino, detailing deposits made since 2021 up to the present day?
• Additionally, please highlight the deposit that was made using your partner's card.

Thank you.

Dear AnnaG,

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.

I have written to the casino and they are currently processing the request for the cashier history as I have given it to be sent to me. I ask for your patience, please DO NOT cancel the case

I can also tell you that I'm waiting for it because I can't get into my account anymore

Ich habe das Casino an geschrieben diese bearbeiten gerade die Anfrage der Kassiererhistorie da ich geben habe diese zugeschickt zu bekommen ich bitte um Geduld bitte brechen sie den Fall NICHT AB

ich kann ihnen auch schicken das ich darauf warte da ich ja nicht mehr in mein Konto rein komme

Hello AnnaG

Thank you for your cooperation

Your account is fully verified and you may continue using the services.

Kind regards

I emailed them the history

Ich habe ihnen die Historie per Email geschickt

Thank you, IceCasino Team, for your assistance.

Dear AnnaG,

Please keep me informed about any further developments.

Thank you.

What's next? Can I have the money paid out now or what do I have to do now?

Wie geht es den nun weiter ? Kann ich mir das Geld nun auszahlen lassen oder was muss ich nun machen

Hello

The winnings are scheduled to be paid according to T&Cs of the casino.

Kind regards

Hi AnnaG,

• Please request a withdrawal of your winnings and let me know when you receive it.

Thank you very much.

They have applied for a smaller amount first so that we can see if it is possible. As soon as it is there I will let you know

Beantragt sit sie haben erst einmal eine kleinere Summe genommen damit wir sehen ob es geht sobald es da ist teile ich es ihnen mit

We have received the 500 euro payout, the 2000 and 1000 have not gone through yet

Wir haben die 500 Euro Auszahlung erhalten die 2000 so wie 1000 sind noch nicht durch

Hi AnnaG,

• Please allow some time for the remaining withdrawals to be processed and keep me informed about any further developments.
• Do I understand correctly that the disputed amount should be €3,500 rather than €23,538?

Thank you.

Those were the ones requested, now someone has put themselves in the acc and all the money is gone, so I'm already in contact with the casino

Das waren die beantragten nun hat sich jemand in den acc eingepackt und das ganze Geld ist weg da bin ich schon in Verbindung mit dem Casino

Ok AnnaG,

Please keep me informed about any further developments.

Thank you.

Dear AnnaG,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.