IceCasino - Igrački nalog je zatvoren.

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