The player from Greece had faced an issue with withdrawal refusal and account banning due to accidental VPN use from Austria at an online casino. Despite his claim that the VPN usage was minimal and unintentional, the casino had refused to comply with his withdrawal request. The player had also claimed that the casino's customer service was uncooperative and had repeatedly given the same response without resolving the issue. After the Complaints Team had intervened and contacted the casino, the casino reconsidered its decision and reopened the player's account with the full balance. However, the player had requested compensation for the delay in his withdrawals, which he attributed to the casino's initial refusal to cooperate. The Complaints Team had concluded that there were no grounds for such compensation and the complaint was rejected.
IceCasino - Player has been blocked from withdrawing due to VPN usage.
Amount: €2,100
IceCasino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
The casino is refusing to proceed with the withdrawal of funds and has moved to bar my account, justifying it on the grounds that I was using a VPN from Austria. I had left it open by accident and only realised it was in use when I promptly disabled it. The amount that was wagered with the VPN active is minimal compared to the total. I requested the casino to withdraw the amount and they are refusing.
Dear kalaitzakisstelios7,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you played any casino games that were not available for you from your home country?
- Have you accumulated any winnings using games that would otherwise not be available to use without a VPN?
- How much time has passed since you realized your VPN was active? Have you informed casino support immediately about it?
- Could you please share the correspondence between you and the casino regarding the issue? Share screenshots here, or please send the information to my email at tomas@casino.guru
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
Good evening Thomas,
if I remember correctly, the only game I played was live blackjack by pragmatic, as I like this game and play it constantly and maybe some very few spins in some slot, but I doubt it.
I'm almost 100% sure I was playing blackjack and as soon as I noticed the VPN I immediately turned it off.
The reason for which I do not remember 100%, is that several days have passed since the incident.
I am 100% sure that every game I played is available in Greece.
I didn't notify the company when I realized I used a VPN because I didn't know it was prohibited by the terms.
I don't remember and I don't know the exact time I used the vpn.
Having said all of this above, I want to EMPHASIZE AGAIN that frankly the use of the VPN was done by negligence and I did not know that it was being used.
Unfortunately, I didn't take any screenshots and there is no chat on the casino page (it's empty from what you can see). I tried to communicate via online chat with the casino. They replied and were absolute with me that nothing can be done, as it is the final decision of the administration.
I tried to explain to them several times what had happened, but they continued to repeatedly answer the same message "Unfortunately, nothing can be done, this is the final decision of the management".
They actually proposed to me to proceed with Zeroing the balance to unblock my account and if I agree with that.
After all this, and after the INTENSE time consuming KYC process from the casino, I think the casino is looking for ANYTHING THEY CAN FIND to deny the player's withdrawal and ban. WITHOUT EVEN RETURNING HIS DEPOSITS.
Please help me, this casino cannot be licensed, what is happening is clearly robbery. 
My casino activity history may prove that the VPN was misused through negligence. It is an unshakeable element for my honesty!
Hi Thomas, I have not received any reply, thank you
Thank you very much, kalaitzakisstelios7, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
Hi, more than 14 days have been passed and I still have not received help or an awnser .
Thank you!
I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.
Dear kalaitzakisstelios7,
I am so sorry to hear about your problem. 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 comment and provide any supporting evidence to better understand the issue? My email address is petronela.k@casino.guru.
Thank you in advance for providing the information.
Kind regards,
Petronela
Hello all
The player may continue using the services. The casino reconsidered the case.
Best regards
Thank you very much, IceCasino Team, for your assistance and reconsideration.
Dear kalaitzakisstelios7,
Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
Good evening, the account was opened and the funds were all available.
I would like to request compensation from the casino or even report this to a competent regulatory authority if necessary, as it violated its terms while I had requested a withdrawal, about 2200 Euros and instead proceeded to lock my account (due to the use of Vpn) and while I tried to contact customer service repeatedly, I was given the same answer, "Your account has been locked and all your money has been seized, we can reopen the account with zero balance."
The effects of the lockout and the refusal of the casino to cooperate, through the Live Chat and the support it provides, led to the non-processing of the withdrawal requests I had placed, violating the terms of the casino.
So I am asking for compensation of 2200 Euros for the delay in my withdrawals, due to the fault of the casino's assessment error and the closing of my account and the refusal of cooperation and agreement between me while I tried repeatedly.
Below I submit the terms of the casino
8.13. For the players who successfully completed KYC check, a withdrawal amount of up to 500 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.
8.14. For the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 5000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 48 hours, but not exceeding 5 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.
8.15. For the players who successfully completed KYC check, a withdrawal amount from 5000 EUR to 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.
8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.
My withdrawal requests were placed on 02/07 and the casino opened my account on 02/27
Therefore, if the casino had not locked my account (due to a wrong assessment and despite repeated attempts to communicate, they did not agree to communicate with me) except when I reported the incident on the Casino Guru page, the 2200 Euros should have been deposited in the bank my account within 5 Working Days, i.e. until February 13-14 at the latest, as I had completed all the necessary steps for the right of withdrawal.
Hi kalaitzakisstelios7,
I'm a bit puzzled now. I thought the casino had reconsidered its decision and reinstated your account along with your active balance. Is my understanding correct?
- Could you please clarify what type of compensation you are referring to?
Thank you.
Good evening, yes the casino has reinstated my account, but the withdrawals have not been made.
Consequently, the entire amount was in my account.
My withdrawal requests were made 20 days ago.
When the casino opened my account, I played my money because it was available and I was confused thinking it was some kind of bonus when it was the money they had frozen due to the account being closed.
The casino failed to comply with its terms as I had made withdrawal requests of €2100, and for 20 days they were not carried out as the casino closed my account when it was not supposed to, with the result that withdrawals were delayed, violating its terms.
The casino should have examined my case properly and quickly, to communicate with me so that we can resolve the issue, within the days it mentions for withdrawal requests.
The casino had no intention and only after reporting to you did it open the account AFTER 20 days while the withdrawals should have been made WITHIN 5 days
Hi kalaitzakisstelios7,
In your initial comment, you mentioned inadvertently using a VPN while playing. The casino identified this as a breach of their rules, resulting in the blocking of your account. While I acknowledge it was unintentional, the casino was within their rights to take such action. Subsequently, upon the reinstatement of your account, you mistakenly wagered your balance, believing it to be a bonus. Is that accurate?
If so, I regret to inform you that we cannot facilitate the recovery of your lost winnings.
Please confirm.
Dear kalaitzakisstelios7,
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.
Despite the casino's reconsideration of the case and the full return of the player's balance, he still sought compensation. Regrettably, we fail to identify any grounds for providing such compensation.
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.
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