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My account was blocked at Ice Casino and I don't know the real reason.

They provided me with a bonus and I recharged 25 reais and all the requested documentation was sent and they simply blocked my account.

I request clarification for the unlocking of the account, considering that I did not break any rule.

Minha conta foi bloqueada no Ice Cassino e não sei o real motivo.

Me disponibilizaram um bônus e efetuei uma recarga de 25 reais e foi enviado toda documentação solicitada e simplesmente bloquearam minha conta.

Solicito esclarecimento para o desbloqueio da conta tendo em vista que não infringi nenhuma regra.

Dear trutas2424,

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. Do I understand correctly that you have not received any confirmation regarding successful verification?

Could you please clarify how much money was in your casino account when the casino blocked it? Was it 25 R$ (dispute value)?

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

Best regards,

Kristina

I sent all documentation to verify my account as requested by the casino and when accessing my account, it appears as blocked.

In my account there is R$ 128.00 reais (R$ 25.00 of which I deposited) the rest was playing at the casino.

I request the account to be unlocked to continue betting and/or withdraw when necessary. I fulfilled all the requirements to reach the value of R$ 128.00.

Yours sincerely,

Marcelo

Enviei toda documentação para verificação da minha conta conforme solicitado pelo cassino e ao acessar minha conta, consta como bloqueada.

Na minha conta tem R$ 128,00 reais (sendo R$ 25,00 que eu depositei) o restante foi jogando no cassino.

Solicito o desbloqueio da conta para continuar apostando e/ou sacar quando necessário. Cumpri todos os requisitos para alcançar o valor de R$ 128,00.

Atenciosamente,

Marcelo

I await resolution and release of my account or return of the invested amount.

Grateful

Aguardo resolução e liberação da minha conta ou devolução do valor investido.

Grato

Thank you very much for your reply, trutas2424. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good evening!

I made contact via email on 01/20/2023, I was unable to contact via chat due to blocked user!

Attached email is still unanswered

Boa tarde!

Fiz contato via e-mail no dia 20/01/2023, não consegui contato via chat devido usuário bloqueado!

Segue e-mail anexo até o momento sem resposta

Hello, trutas2424

Please kindly let CasinoGuru know, who the account mar***o.silva006@gmail.com belongs to?

The no-deposit bonus activated there as well.

Kind regards

Yes, the information does. However, I created this account and it showed an error in the bonus bets. But there was no movement in the account with error.

I created it and it was unusable and another one was created that presented its normal state and correct functioning. Then I made the deposit in the functional account and disregarded the previous one, and no movement was made, a fact that can be verified by the casino.

Keep blocked the account with error and unblock mine with my balance and investment I made.

Note: there is no irregularity, in the account with error, the bonus was simply not used.

Grateful

Procede sim a informação. Porém eu criei essa contas ela apresentava erro nas apostas do bônus. Mas não houve nenhuma movimentação na conta com erro.

Criei e foi inutilizada e criado outra que apresentou sei estado normal e funcionamento correto. Aí fiz o depósito na conta funcional e desconsiderei a anterior, e não foi feita nenhuma movimentação, fato que pode ser constatado pelo cassino.

Mantenha bloqueado a conta com erro e desbloqueia a minha com meus saldo e investimento que fiz.

Obs: não há nenhuma irregularidade, na conta com erro simplesmente o bônus não foi utilizado.

Grato

Hello trutas2424

Thank you for the provided details. Indeed, since the no-deposit is not touched, we unclocked your account. You may continue playing.

Kind regards

Hello,

The player received the winnings.

Kind regards

Perfect I did the withdrawal test and it was successful.

Now I will continue the bets.

Everything's solved.

Grateful

Perfeito fiz o teste de saque e foi bem sucedido.

Agora vou continuar as apostas.

Tudo resolvido.

Grato

Dear trutas2424,

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,

Kristina

Casino.Guru