IceCasino - プレイヤーが登録時に間違った個人データを送信しました。

Dear Sir or Madam.

I won a whopping €2300 at this casino. I accidentally gave the wrong name and surname. Then I wanted to withdraw that amount and change my name and surname. It said I would have to verify myself first. Then I uploaded my data and my account was blocked with the 2300€. I had created a second account to reach support faster. Now he said I INTENTIONALLY mistyped my name and surname and uploaded someone else's documents. Personally, I find this a bottomless impertinence to assume such a thing. Please help and feedback and I hope that I get paid the full amount.

Sehr geehrte Damen und Herren.

Ich habe in diesem Casino satte 2300€ gewonnen. Ich hatte versehentlich Namen und Nachname was falsches angegeben. Dann wollte ich diesen Betrag auszahlen lassen und meinen Namen und Nachnamen ändern. Es hieß dafür müsste ich mich zuerst verifizieren. Dann hatte ich meine Daten hochgeladen und zack war mein Konto gesperrt mit den 2300€. Ich hatte mir ein zweites Konto erstellt um den Support schneller zu erreichen. Nun meinte dieser ich habe meinen Namen und Nachnamen MIT ABSICHT falsch angegeben und Dokumente einer anderen Person hochgeladen habe. Dies finde ich persönlich eine bodenlose Frechheit mir so etwas zu unterstellen. Bitte um Hilfe und Rückmeldung und hoffe das ich den ganzen Betrag ausbezahlt bekomme.

Dear jasonwagner900,

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 start playing.

If there’s any relevant communication between you and the casino regarding your request to correct your personal information, please forward it to petronela.k@casino.guru. 

Thank you in advance for your reply.

Best regards,

Petronela 

Hello, I sent you the pictures. So with all love, do you know someone whose name is Ja Denn? That was my accidental name.

Hallo ich habe ihnen die Bilder zukommen lassen. Also bei aller Liebe aber kennen Sie jemanden der Ja Denn heißt? Dies war nämlich mein versehentlicher Name.

Hello, how are you doing now? Can I get my money back now?

Hallo wie geht es nun weiter? Bekomme ich nun mein Geld wieder?

I'm truly sorry, jasonwagner900, but it seems as we won't be able to help you. I assumed initially that you made a typo in your name, but it looks as if you gave a completely random name. Therefore, you won't be able to complete the KYC verification and withdraw your winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello, but do you understand my plan wasn't actually to make a deposit and then I just entered something on the fly. 2300€ is a lot of money and I don't think it's fair to get nothing for such a small mistake, you know what I mean. Is there no other option like a new KYC check or something similar?

Hallo, aber verstehen Sie mein Plan war es eigentlich nicht einzuzahlen und hab dann einfach was eingegeben auf die Schnelle. 2300€ sind eine Menge Geld und finde es nicht fair durch so einen kleinen Fehler nichts zu bekommen, verstehen Sie was ich meine. Gibt es da keine andere Möglichkeit wie eine erneute KYC Prüfung oder etwas ähnliches?

Do I understand correctly that you won the entire amount from a free / No Deposit bonus?

Hello, no, I had deposited real money!

Hallo, nein ich hatte echtgeld eingezahlt!

I'm sorry, but we always recommend making sure all your personal details are correct before you place any deposit into your casino account. I'm sure you were fully aware that you are entering the incorrect name when making the registration. I'm afraid we can't help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

First of all, I had NOT intentionally given a wrong name. Before depositing, I contacted support and wanted to change my details. Then I had to verify myself for it and then out of nowhere the account was blocked so like I said I wanted to change my name before depositing!

Also erstens hatte ich NICHT beabsichtigt einen falschen Namen angegeben. Vor der Einzahlung habe ich den Support kontaktiert und wollte meine Daten ändern. Dann musste ich mich dafür verifizieren und dann aus dem nichts war das Konto gesperrt also ich wollte wie gesagt vor der Einzahlung mein Namen ändern!

Could you please forward any relevant communication to petronela.k@casino.guru? I still haven't received any supporting evidence that you have tried to change your name beforehand. The only communication that we received till now is after the unsuccessful verification as your name and documents didn't match.

Dear all,

Unfortunately there is no way to verify the account, since the DOB is also completely different.

Thank you for understanding.

Best regards

No, the date of birth was 10/01/04 and would like to have my money or at least a part!

Nein das Geburtsdatum war der 1.10.04 und möchte gerne mein Geld haben oder zumindest einen Teil!

Dear jasonwagner900,

After collecting all the information, I am forced to reject your complaint. If you made a typo while completing your user profile and tried contacting Customer Support straight away it would be a different story. Instead, you submitted a completely random first and last name and tried changing it only after accumulating winnings. That was too late already. For future references, please make sure that all the personal details are correct before depositing any funds into your casino account and starting playing.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.