The player from Germany had registered an account with IceCasino using a VPN from Canada. After making several deposits and attempting to withdraw his winnings of 500€, his account had been blocked. The casino had demanded proof that he was in Canada. The player had admitted to using a VPN for registration because he couldn't create an account from Germany. We had pointed out that the casino's terms and conditions prohibited the use of VPNs. The player did not respond, leading us to reject the complaint.
IceCasino - Player's account blocked after attempting a withdrawal.
Amount: €500
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello,
I have registered with IceCasino using a VPN from Canada.
Last week, after making my 6th to 8th deposit, I finally won something and wanted to cash out, so I had to get certified first.
During my deposit, I used a bonus code, but I didn't go into the bonus money. However, I played through it in the end to take the extra 37€ with me.
Last week, I sent all the data/files they need for certification.
Today, I wanted to check the status of the certification and oops - the account has been blocked.
I contacted the support team and they want confirmation that I was in Canada.
What do I do now? Is my 500€ gone, or is there any way I can still try to get it back?
Best Regards,
Christoph F.
Automatic translation:
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1 month ago
Dear cfitschen,
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.
- Was the moment you registered your account the only time you used a VPN?
- Have you used your casino account using a single device from a single location?
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
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1 month ago
Translation
Yes, I only used a VPN for registration because I apparently couldn't create an account in Germany.
Yes, every time via my mobile phone, via my WiFi from home or via my internet provider via the 5G network.
Automatic translation:
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1 month ago
I checked the website and indeed, when attempting to register on the website it seems that registration from Germany is not permitted:
Please understand that if you purposely used a VPN to circumvent the block set up by the casino, there is little we can do. According to the casino, the use of VPN is prohibited: (https://icecasino.com/en/terms-and-conditions)
"12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers."
Please let me know if there are circumstances I overlooked, otherwise your complaint will be rejected.
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