IceCasino - Pelaajan voitot takavarikoidaan.

I made a large win with my last deposit. Before making my deposit, I accidentally used a VPN in Norway. Since this is against the casino's terms and conditions, I asked support if I could still play and deposit on their site. I was told that I could continue using the casino, but not to do so in the future (which I haven't done). I then deposited several times, played without problems, lost a lot of money at first, and then made a large win with my last deposit. Now Icecasino is preventing me from withdrawing the funds, claiming that a VPN was used at the time. They are blackmailing me into only withdrawing if I accept that my balance will be reduced to €50. In that case, according to support, I would be allowed to continue using my account. Of course, I didn't accept this and find the way I was treated outrageous and unfair. First, they confirmed that I was allowed to play, then I deposited several times, risking everything, and now they don't want to pay me. What an outrage.

Ich habe mit meiner letzten Einzahlung einen großen Gewinn eingefahren. Vor meiner Einzahlung hatte ich einmal versehentlich einen VPN in Norwegen benutzt. Da es gegen die AGB des Casino ist, habe ich den Support gefragt ob ich trotzdem noch auf ihrer Seite spielen und einzahlen darf. Mir wurde daraufhin gesagt, dass ich weiter das Casino benutzen darf, es aber in zukunft nicht mehr tun soll (habe ich auch nicht mehr getan). Daraufhin habe ich mehrfach eingezahlt, problemlos gespielt, erst viel Geld verloren und mit meiner letzten Einzahlung den großen Gewinn eingefahren. Jetzt verhindert Icecasino die Auszahlung der Mittel mit der Begründung dass damals VPN benutzt wurde und erpressen mich nur auszuzahlen wenn ich akzeptiere, dass mein Guthaben auf 50€ reduziert wird. In dem Fall dürfte ich laut Support mein Konto weiter nutzen. Ich habe das natürlich nicht angenommen und finde es auch empörend und unfair wie mit mir umgegangen wurde. Erst wird mir bestätigt, dass ich spielen darf, ich zahle daraufhin mehrmals ein riskiere alles und jetzt wollen sie mich nicht zahlen. Was für eine Unverschämtheit.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How many times have you accessed your casino account while using a VPN?
• Have you selected any countries other than Norway in your VPN settings?
• Did you have a VPN turned on when registering your casino account?
• Have you completed your casino profile truthfully, including your address and country of residence?
• Have you used any bonuses while connected to a VPN?
• Have you played any games that are usually not available in your country when accessing the casino without a VPN?

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

Best regards

Veronika

Hello Veronica,

How often have you accessed your casino account using a VPN?

I don't remember exactly how often, but I think only once at the very beginning.

Have you selected countries other than Norway in your VPN settings?

No, I chose Norway.

Did you activate a VPN when registering your casino account?

That may be, but I don't know for sure anymore.

Have you filled out your casino profile truthfully, including your address and country of residence?

Yes, all information is correct and of course I stated Germany and not Norway.

Did you take advantage of any bonuses while connected to a VPN?

No, I didn't deposit or play at all while using the VPN. I noticed it right away, turned it off, and contacted support to ask if I could continue using their site.

Have you played any games that aren't normally available in your country when accessing the casino without a VPN? No, nothing.

Best regards,

Christian

Hallo Veronika,

Wie oft haben Sie über ein VPN auf Ihr Casino-Konto zugegriffen?

Ich weiß nicht mehr genau wie oft, aber ich denke nur einmal ganz am Anfang.

Haben Sie in Ihren VPN-Einstellungen andere Länder als Norwegen ausgewählt?

Nein, ich habe Norwegen ausgewählt.

Hatten Sie bei der Registrierung Ihres Casino-Kontos ein VPN aktiviert?

Das kann sein, ich weiß es aber nicht mehr sicher.

Haben Sie Ihr Casino-Profil wahrheitsgemäß ausgefüllt, einschließlich Ihrer Adresse und Ihres Wohnsitzlandes?

Ja, alle Angaben stimmen und ich habe selbstverständlich Deutschland angegeben und nicht Norwegen.

Haben Sie während der Verbindung mit einem VPN irgendwelche Boni genutzt?

Nein, ich habe unter Verwendung des VPN gar nicht eingezahlt oder gespielt. Ich habe es direkt bemerkt, ihn ausgemacht und den Support kontaktiert ob ich ihre Seite weiter nutzen darf.

Haben Sie Spiele gespielt, die in Ihrem Land normalerweise nicht verfügbar sind, wenn Sie ohne VPN auf das Casino zugreifen? Nein, nichts gespielt.

Beste Grüße,

Christian

Thank you for your response. Before we proceed with the investigation of your case, please forward me all the communication between you and the casino customer support regarding the VPN issue at veronika.f@casino.guru. I appreciate your cooperation and patience.

Hello Veronica,

I only communicated with the casino via live chat. Here are screenshots from our last chat.

Best regards,

Christian

Hallo Veronika,

ich habe mit dem Casino nur über Live Chat kommuniziert. Hier sind Screenshots von unserem letzten Chat.

Beste Grüße,

Christian

Dear MEINDLCC,

Thank you for your cooperation and for providing all the necessary information. Your complaint will now be transferred to your dedicated resolver, Stefan (stefan.m@casino.guru), who will contact the casino directly and manage all communication from this point onward. No action is required from you at this stage, and your resolver will reach out through this thread if any additional information is needed. I wish you the best of luck and hope that your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear MEINDLCC,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from IceCasino to join this conversation and assist in addressing the complaint.

Dear IceCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings all,

The player may continue using the services.

Sorry about the confusion.

Kind regards

Dear MEINDLCC,

Could you please confirm whether your account is now fully operational and whether your funds are available in your casino account?

Additionally, please let us know if we may consider this case resolved, or if you intend to proceed with a withdrawal from the casino.

I look forward to your response.

Hi Stefan,

I can confirm that I was able to create a withdrawal request. I would like to wait until Icecasino has processed the payment.

Best regards,

Christian

Hallo Stefan,

ich kann bestätigen, dass ich einen Auszahlungsantrag erstellen konnte. Ich würde gerne noch warten, bis Icecasino ausgezahlt hat.

Beste Grüße,

Christian

Dear MEINDLCC,

Thank you for your response. The complaint will remain open until your funds have been successfully withdrawn. Please let me know once the payment has been processed by the casino.

I look forward to your confirmation.

Dear MEINDLCC,

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,
Stefan
Casino.Guru