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Good morning, I registered at ice casino, made a deposit and after a few games I was lucky to get €300 and I tried to withdraw, they said there were no documents, I put the documents missing and I was always talking to their chat they always told me to wait for a confirmation email..I received that email a few days ago and tried to pick it up, however it didn't work..I spoke to the operator and he literally insinuated that he was lying is that bao had received nothing even though I had him I sent an email to prove it..as I didn't think it was fair, I sent an email to their support and on the same day they blocked my account without saying anything.

thank you for your help,

thanks for listening,

Joana F*******

Bom dia,Registei-me no ice casino,fiz um depósito e ao fim de umas jogadas tive a sorte de me sair 300€ e eu tentei levantar,disseram que faltava documentos,coloquei os documentos em falta e fui sempre falando com o chat deles que me diziam sempre para esperar um email de confirmação..recebi o tal email passado dias e tentei levantar,contudo não deu na mesma..falei com o operador e literalmente insinuou que estava a mentir é que bao tinha recebido nada mesmo eu tendo lhe mandado o email para provar..como não achei justo mandei email para o support deles e no mesmo dia bloquearam a minha conta sem me dizer nada..ou seja não consigo entrar não conta e nem levantar o valor que la tenho..

agradecia a vossa ajuda,

obrigada pela atenção,

joana F*******

Hello Joanaftf,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with xxx Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Did you try to ask the casino to resend the e-mail or verify it by other way?

Looking forward to your answer.

Regards,

Nick

Hello all,

We'd like to confirm, that a duplicating account was discovered - joana7**@icloud.com

Dear Joanaftf, can you please explain the purpose of having two active accounts?

Thank you in advance!

Kind regards

good afternoon, first my account is Gmail and not iCloud, I just created this account...the others that speak are not mine and if so, it's better to check the documents if they are the same, same calculation that the casino would not allow you to create another account if you already had it 1 and however they are and want to keep the value that is there and use all the tricks because if they were sure of what they say they would have responded to the various emails I sent and post this question soon ..so I'm waiting for a resolution

boa tarde,primeiro a minha conta e Gmail e não iCloud,só criei essa conta…as outras que falam não são minhas e se tal é melhor verificarem pelos documentos se sao iguais,mesmo cálculo que o casino não deixasse criar outra conta se já tivesse 1e no entanto estão e a querer ficar com o valor que la está e usam de todas as artimanhas porque se tivessem a certeza do que dizem teriam respondido aos vários emails que enviei e posto logo essa questão ..portanto aguardo resolução

The verification process had been over for more than 1 week, I sent photos of myself holding my citizen card, I sent my nib and sent a photo of my employment contract because of the address, these were the approved ones... finances as proof of address

O processo de verificação já estáva há mais de 1semana,enviei fotografias minhas a segurar o meu cartão de cidadão,mandei o meu nib e mandei fotografia do meu contrato de trabalho por causa da morada,esses foram os aprovados…antes tinham rejeitado uma carta das finanças como prova de morada

Hello Joanaftf,

Can you please advise if the iCloud e-mail mentioned by the casino belongs to you or not?

Can please IceCasino clarify which details did lead to conclusion of account multiplicity?

Good morning, it's not mine… who has iCloud and my wife but I calculate that different people can create an account

Bom dia,não é meu…quem tem iCloud e a minha esposa mas calculo que pessoas diferentes possam criar conta

Hello,

We'd like to confirm, that both of the accounts have the same personal data.

Same iPhone is used.

Kind regards

It's normal, since she arrived to open her account on my cell phone to play because there was no battery...but that's ok..I've seen that they will arrange everything not to pay, for the other accusations I've seen it's not the first time but it's ok

É normal,visto que ela chegou abrir a conta dela no meu telemóvel para jogar por não ter bateria…mas tudo bem..já vi que vão arranjar de tudo para não pagarem,pelas outras acusações que vi não é a primeira vez mas está bem

Hello Joanaftf,

Unfortunately, multi accounting is not allowed and anyone can claim that his/her wife created an account. If both accounts have the same date, you breached casino terms.

I'm really sorry but we are not able to help you as you violated the terms of IceCasino. Please be sure to read terms and conditions before registering into any online casino.