IceCasino - Igrački nalog je zatvoren zbog navodnih prekršaja.

My Ice Casino account was fully verified, and I have always played in good faith. After requesting a withdrawal of €2,300, my account was suddenly blocked due to alleged "duplicate accounts."

I want to clarify that I did not intentionally create multiple accounts for real-money play. If more than one account exists, it was either inactive or created unintentionally. I have never abused bonuses or engaged in fraudulent activity.

Ice Casino offered to unblock one account only if my entire balance is voided, which I consider disproportionate and unfair, especially since I am fully KYC verified and no evidence of abuse has been presented.

I request that my verified main account be reinstated and that I be allowed to withdraw the full balance of €2,300. If necessary, I am prepared to escalate this matter to the casino’s licensing authority, European regulators, and independent dispute resolution platforms.

I am submitting this complaint to request independent review and fair resolution, and I have documentation ready to confirm my account compliance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the allegations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear destro83,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear destro83,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been blocked?

Thank you in advance for providing the information.

Greetings,

We do not see any issues with the account.

Kind regards

Dear IceCasino, thank you very much for the update!

Does it mean that the account is not blocked anymore?

Dear destro83, can you please confirm it?

Thank you very much in advance

Dear destro83,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru