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My account was blocked giving 3 different reasons in different circumstances when I consulted with support.

At first they told me that I was depositing money and withdrawing without playing, when it was not like that, because I have the movements that I was playing.

Secondly, that I had duplicated the account with another, when it was not the case because the account that they told me belonged to a known friend who had verified with his data normally as I did.

and thirdly, they told me that they blocked me because they suspected money laundering, when it was not like that, because I have my salary receipts and others where I got the money that I put into play.

I had approximately $168,000 left that they did not withdraw from the casino, keeping them, when it does not correspond to them.

Me bloquearon la cuenta dando 3 motivos distintos en distintas circunstancias cuando consulte con soporte.

En principio me dijeron que estaba ingresando dinero y sacando sin jugar, cuando no era así, porque tengo los movimientos que jugaba.

En segundo lugar que había duplicado la cuenta con otra, cuando no era así porque justo la cuenta que me dijeron era de un amigo conocida que había verificado con sus datos normalmente como lo hice yo.

y en tercer lugar me dijeron que me bloquearon porque sospechaban lavado de dinero, cuando no era así, porque tengo mis recibos de sueldo y demás de donde obtuve el dinero que metí en juego.

Me quedaron aproximadamente $168000 que no me retiraron desde el casino quedandoselos ellos, cuando no les corresponde.

Dear yamilsamad10,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 account was created during the beginning of this month, and it was verified without problems with all the documentation they request

I have played live roulette, on several occasions and in different roulettes, my winnings accumulated and I have withdrawn without problems, but after a while, they blocked my account and I was left inside the account without being able to withdraw the mentioned money .

La cuenta fue creada durante el principio de este mes, y fue verificada sin problemas con toda la documentación que solicitan

He jugado a la ruleta en vivo, en varias ocasiones y en distintas ruletas, mis ganancias se acumularon y he retirado sin problemas, pero al transcurso de un tiempo, me bloquearon la cuenta y me quedaron dentro de la cuenta sin poder retirar el dinero mencionado.

Thank you very much, yamilsamad10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello yamilsamad10,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter. We would like to invite IceCasino to join the conversation.

Dear IceCasino,

Can you please provide more information regarding the player's blocked account? Please provide any supporting evidence for your decision to block the players account to  michal.k@casino.guru

Dear Player,

Can you please explain the following aspects:

1) What is the purpose for making a withdrawal request after making only several spins? And each time you agree with quite a big commission at withdrawal?

2) Why do you deposit with one method and withdraw via a different one?

Thank you for your clarifications.

Dear yamilsamad10,

Can you please comment on the above?

1) What is the purpose of making a withdrawal request after making only several spins? And every time you accept a fairly large commission on withdrawal?

They have already asked me about it from support and I have answered it.

I play roulette and in different casino pages, that is why I deposited money, played, withdrew and entered again, to enter other casinos and others

They accused me of money laundering and I have a salary receipt from my job where my money comes from.

Besides that nowhere does it say that there is a minimum number of games, or mandatory.

I simply deposited money, played and withdrew to enter other casinos.

2) Why do you deposit with one method and withdraw with a different one?

For the same reason as the previous answer, I have several methods and receive in different places.

That is why I use one method to enter, and another method to receive, for my own organizational reasons.

There is also no prohibition or anywhere where it says that you can't do that.

I demand that if even if they are not going to unlock my account, that they return my money that they kept, due to a "suspicion" without having anything concrete.

1) ¿Cuál es el propósito de realizar una solicitud de retiro después de realizar solo varios giros? ¿Y cada vez que acepta una comisión bastante grande en el retiro?

Ya me lo han preguntado desde soporte y lo he respondido.

Yo juego a la ruleta y en distintas paginas de casinos, es por eso que ingresaba dinero, jugaba, retiraba e ingresaba nuevamente, para ingresar en otros casinos y demás

Me acusaron de lavado de dinero y tengo recibo de sueldo de mi trabajo desde donde sale mi dinero.

Ademas de que en ningun lugar dice que hay una cantidad minima de juegos, o obligatorias.

Simplemente ingresaba dinero jugaba y retiraba para ingresar en otro casinos.

2) ¿Por qué deposita con un método y retira con otro diferente?

Por el mismo motivo de la respuesta anterior, tengo varios métodos y recibo en distintos lugares.

Es por eso que utilizo un método para ingresar, y otro método para recibir, por una cuestión de organización mía.

Tampoco hay ninguna prohibición o ningún lugar donde diga que no se puede hacer eso.

Exijo que si aunque sea no me vana desbloquear la cuenta, que me devuelvan mi dinero que se quedaron, por una "sospecha" sin tener nada concreto.

Dear yamilsamad10,

I have additional questions.

Firstly, as you wrote: "I play roulette and in different casino pages, that is why I deposited money, played, withdrew and entered again, to enter other casinos and others

They accused me of money laundering and I have a salary receipt from my job where my money comes from."

Do I understand correctly that you use similar or the same gameplay and withdrawal habits in other casinos as well? Does this not leave you at a loss when you agree with (in some cases quite big) withdrawal fees?

Secondly, as you wrote: "For the same reason as the previous answer, I have several methods and receive in different places.

That is why I use one method to enter, and another method to receive, for my own organizational reasons.

There is also no prohibition or anywhere where it says that you can't do that"

Well actually by these actions you are breaching the casino T&Cs as mentioned here:

8. DEPOSITS AND WITHDRAWALS TO/FROM YOUR ACCOUNT

8.7. In case of suspicious or fraudulent payment, including the use of stolen credit cards, chargebacks or any other fraudulent activity, the Company reserves the right to block Your Account, reverse any made pay-out and recover any winnings. We are entitled to inform any relevant authorities or entities of any payment fraud or other unlawful activity and may employ collection services to recover payments. However, under no circumstances shall the Company be liable for any unauthorized use of credit cards, regardless of whether or not the credit cards were reported stolen.

8.11. When making a cash-out request, certain points need to be considered:

8.11.2. funds must be withdrawn with the same method used for depositing

Do you realize that this is one of the signs of money laundering?

Do I understand correctly that you use similar or the same playing and withdrawal habits in other casinos as well? Doesn't this leave you at a loss when you accept withdrawal fees (in some cases quite high)?

Regarding the first point, this is my problem, it is not your problem to see the commissions that you get me when generating a withdrawal from your casino or from others

Regarding the second point, there are other casino pages where they force you to enter and withdraw money from the same payment method. It is not your case

In addition, the cause of blocking my account was 3 different reasons, among them I duplicated my account and it was not like that

The payment methods that I use to enter and withdraw money are electronic wallet methods, they do not have to do with credit cards or anything mentioned there

As I said before, if they are not going to return my account, I demand the money that was left in it

¿Entiendo correctamente que usas hábitos de juego y retiro similares o iguales en otros casinos también? ¿No te deja esto perdido cuando aceptas tarifas de retiro (en algunos casos bastante altas)?

Con respecto al primer punto, esto es problema mio, no es problema de ustedes ver las comisiones que me saca al generar un retiro desde su casino o desde otros

Con respecto al segundo punto, hay otras paginas de casinos donde si obligan a ingresar y retirar el dinero desde el mismo metodo de pago. No es su caso

Ademas la causa de bloqueo de mi cuenta fueron 3 distintas, sin razon entre ellas qje duplique mi cuenta y no fue asi

Los metodos de pago que utilizo para ingresar y retirar dinero son métodos de billeteras electronicas, no tienen q ver cln tarjetas de credito ni nada de lo que mencionan ahi

Como dije anteriormente si no me van a devolver mi cuenta, exijo el dinero que quedo dentro de la misma

Dear yamilsamad10,

We have received evidence from IceCasino that you and some other players are engaging in the same or very similar gameplay and player behavior that shows signs of money laundering. Your above replies are still leaving quite a lot of questions which makes us believe the IceCasino decision of canceling your withdrawal and blocking your account is not unfair and is acting according to its terms and conditions as mentioned here:

11.Collusion, cheating, fraud and criminal activity

11.5. If the Company has a suspicion that you may be engaging in or have engaged in fraudulent, unlawful or improper activity, including, without limitation, money laundering activities, or conduct otherwise in violation of the Terms, your access to the services may be terminated immediately and/or your account blocked. If your account is terminated or blocked in such circumstances, the Company is under no obligation to refund to you any funds that may be in Your Account. The Company shall be entitled to inform relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity and you will cooperate fully with the Company to investigate any such activity.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

If you feel you want to take this complaint further you can contact Curacao Gaming authority here (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). 

We are sorry We could not be of more help on this occasion.

Best regards,

Michal