IceBet Casino - Player's account has been closed due to residency issues.

I am a Ukrainian citizen living in Azerbaijan (I have a residence permit here). My casino account at Icebet casino was recently closed because

 I provided a Ukrainian passport for verification. Residents of Ukraine are on the list of restricted countries (which is clearly stated in the T&C of the casino). However, I am a resident of Azerbaijan and registered at the casino from Azerbaijan, providing proof of address. After my account was closed, I also submitted to the casino my Azerbaijani residence permit. Despite all this, the casino ignores the fact that I do not reside in Ukraine and that I am playing from Azerbaijan and I am a legal resident of Azerbaijan.

Dear muradelon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceBet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did the casino justify closing your account?
• Do I understand your winnings in the casino were confiscated?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear Tomas,

I just sent you to your email the reply from the casino where they explain how they justify the closer. Yes I am the citizen of Ukraine, but I am resident of the other country, Azebaijan. And I played from Azerbaijan and I provided casino with my residence permit and proof of Azerbaijan address. Casino ignores and not reply to me. They conficated all winnings and my deposit.

I need your help.

Thanks for your reply and email.

Could you please explain what kind of proof of address you have provided to the casino during verification?

I provided statement from my bank in Azerbaijan.

Thank you very much, muradelon, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello muradelon,

I'm Michal, and I have taken over your complaint. After examining your case, I have found it to be quite complex. Kindly send me an official document from the Azerbaijan authority confirming your residence permit and the date from which you are recognized as an Azerbaijan resident. Please forward this document to me at michal.k@casino.guru

Dear Michal,

Requsted documents are sent to email provided.

Best regards,

Eliar

Dear muradelon,

Thank you for your email, I have received it successfully with all the attachments.

I will now contact the casino representative to see if I can help.

Dear IceBet Casino,

Although I acknowledge that residents of Ukraine (among other countries listed) are not allowed to create an account in your casino, however, player "muradelon" is a resident of a country that is not listed among the restricted ones. Can you please provide an explanation as to why the player's account was closed despite the player providing proof of their residence in an allowed country? If there is any additional information that can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear Michal,

We will once again analyze the user's situation in detail. 

Dear muradelon,

On 2024-07-04 14:44:39 UTC the Financial Department sent you an email requesting you to provide a document confirming that you are a resident of Azerbaijan. Please reply to this email and provide your Azerbaijani residency permit. 

Upon receipt of this document, we will take further steps to open your account. 

Regards, 

Icebet Casino Risk Department

Hello,

I did not receive any email from you, not in spam. So I sent you my residence permit :

from:Eliar <muradelon@gmail.com>to:Support <support@icebet.casino>

date:Jul 4, 2024, 7:11 PMsubject:Azerbaijan residence permitmailed-by:gmail.com

By the way I already sent it to you on :

from:Eliar <muradelon@gmail.com>to:Support <support@icebet.casino>

date:Jun 19, 2024, 4:43 PMsubject:Re: Risk Department. Account closed - violation of the site's rulesmailed-by:gmail.com

Please check documents sent.

Best regards

Dear Muradelon,

Financial Department has received the documents you have provided. Based on these documents, we have reconsidered the decision to close your account. 

You can play on our casino site without restrictions. 

At the moment your account is open, your balance is restored and available for withdrawal. 

Thank you for your wait and we apologize for the misunderstanding. 

Regards, 

Icebet Casino Risk Department

Thank you for the good news Icebet Casino Team. I'm glad the situation has been clarified.

Dear muradelon,

As per the casino team's response, the situation has been clarified, your account has been reactivated, and your balance has been reinstated. You are now able to utilize all the features of your account as usual.

Please let me know if we can consider your complaint resolved or if I can assist you with anything else.

Hello. I will inform you when I will get my winnings paid and then we will close the issue. Thank you for help.

Dear muradelon,

Sure, let me know once you receive your winnings so that we can consider your complaint resolved or if you need any further assistance.

Thank you very much for helping to resolve my problem. My winnings were paid.

Great news, muradelon. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru