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Good evening, I made a deposit on 04/25 and I received free spins in which I won a lot of money and that I would have to comply with the rules to be able to access the withdrawal, after fulfilling all the requested requirements, I placed it to make the withdrawal on amount of BRL 2,500.00 I could not do it because they claimed that a document was missing to be verified by KYC send the document that was pending and requested the withdrawal again, this time they blocked my account claiming that I had the wrong date of birth I accepted cool and I asked for it to be unlocked since the Casino already had all my documents, the attendant said he would continue with the unlocking request so far so good there, but as the unlocking did not occur I got in touch again to find out about the progress in the which the attendant informed me that the unlocking would be done soon after withdrawing all the money from my bank, which is the amount of R$ 2,500.00 for having violated rules, of course I did not accept it and questioned it because I did not violate any rule to lose the mentioned value, I fulfilled all the requested requirements. When they blocked my account, I had a bankroll of R$2,500.00.

I count on your help to solve my problem and inform you that my account has not yet been unlocked.

Thank you very much in advance.

Boa noite, fiz um depósito no dia 25/04 e recebi rodadas grátis no qual eu ganhei um monte de dinheiro e que eu teria que cumprir as regras para poder ter acesso a retirada, após cumpri todos os requisitos solicitados coloquei para fazer a retirada no valor de R$ 2.500,00 não consegui fazer pois alegaram que estavam faltando um documento para ser verificado do KYC envie o documento que estava pendente e solicitei o saque novamente aí dessa vez bloquearam minha conta alegando que eu estava com a data de nascimento errada aceitei numa boa e solicitei para desbloquear já que o Casino já estava com todos os meus documentos, o atendente falou que iria seguir com a solicitação de desbloqueio até então tudo bem aí, mas como não ocorreu o desbloqueio entrei em contato novamente para saber do andamento no qual o atendente me informou que o desbloqueio seria feito em breve logo quando retirasse todo o dinheiro da minha banca que é o montante de R$ 2.500,00 por ter violado regras, claro que não aceitei e questionei pois não violei nenhuma regra para perder o valor mencionado, cumpri todos os requisitos solicitados. Quando bloquearam minha conta eu estava com a banca de R$ 2.500,00.

Conto com a ajuda de vocês para solucionarem o meu problema e informo que minha conta ainda não foi desbloqueada.

Desde já agradeço.

Dear AnaPaula0513,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before making a deposit and starting to play.

If you’ve opened your account and realized straightaway your mistake, you should inform the casino at that time before placing a deposit and playing.

Could you please advise if you have done so? Was the date of birth the only personal information that was incorrect?

Thank you in advance for your reply.

Best regards,

Tomas

Yes, it was just the date of birth

Sim, foi só a data de nascimento

Could you please explain what specifically was the mistake in your date of birth?

If there is any relevant communication between you and the casino (chat transcripts, emails) please forward it to tomas@casino.guru

Thanks in advance for your reply.

I was only informed that there was a discrepancy in my date of birth that was not matching my documentation. Then I asked them to make the change since they had my documentation in hand. Then they just asked me to confirm my date of birth, I did the procedure but until today there was no unlocking. They simply blocked me because they don't want to pay me, my date of birth I'm sure was correct but I also requested the change to avoid wear and tear but it didn't solve anything.

I will forward to the email tomas@casino.guru all the conversations I have, including they proposed that to unlock my account I would have to agree that they withdraw the balance of R$ 2,500.00 from my account and of course I did not agree with that. Then I was told that then it would remain blocked.

Só me informaram que houve uma discrepância na minha data de nascimento que não estava batendo com minha documentação. Aí eu solicitei que fizesse a alteração já que eles tinham minha documentação em mãos. Aí só pediram para eu confirmar minha data de nascimento fiz o procedimento mas até hoje não houve o desbloqueio. Simplesmente me bloquearam porque não estão querendo me pagar, minha data de nascimento tenho certeza que estava correta mas do mesmo jeito solicitei a alteração para evitar o desgaste mas não resolveu em nada.

Vou encaminhar no email tomas@casino.guru todas as conversas que tenho inclusive eles propuseram que para desbloquear minha conta eu teria que concordar que eles retirassem o saldo de R$ 2.500,00 da minha conta e é claro que eu não concordei com isso. Aí me disseram que então iria permanecer bloqueada.

Thank you very much, AnaPaula0513, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

OK thanks

ok, obrigada

Dear AnaPaula0513,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in resolving this complaint.

Dear IceCasino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello

The account was unblocked and all the winnings were paid out.

Regards

Thank you very much, I have already checked my bank statement and the payment has gone straight.

Thanks to casino guru for the attention and good service 😁

Muito obrigada, já verifiquei meu extrato bancário e caiu certinho o pagamento.

Agradeço ao ao casino guru pela atenção e bom atendimento 😁

Dear AnaPaula0513,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru