The player from Germany had had an issue with ICEcasino, where his account had been blocked during the verification process, preventing him from withdrawing his €25,000 winnings. The player had claimed to have registered while in Poland, providing a rental agreement as proof, which the casino had rejected. The casino had suspected the player used a VPN to register from Germany, a restricted country. The player had admitted to residing in Germany long-term, and being in Poland for a short time only. We concluded that we were unable to assist the player due to his inability to complete the verification process. The complaint had been initially rejected but was later resolved after the player reached an agreement with the casino.
IceCasino - Player’s account blocked during verification in the middle of withdrawal process.
Amount: €25,000
IceCasino
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello,
I had won 30,000€ at ICEcasino and then still had 25,000€ remaining, which I wanted to withdraw. I was in the process of verifying my account, and all I needed to do was send a picture of me holding my credit card and ID. After I took the picture, sent it, and then waited 16 hours, I tried to log in and received an error message stating that I've been blocked.
I was quite satisfied with ICECasino up until now, as they offer a good live chat feature and generally seemed reliable. However, I cannot explain this action. I haven't even been given a reason or informed as to why I've been locked out. I can guarantee that I did not create additional accounts on the site. I'm disappointed because of course it was a significant win, but I still hope that ICEcasino will rectify their mistake with the block.
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9 months ago
Dear Tury50,
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.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Have you contacted the casino and asked for an explanation?
- 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
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9 months ago
Translation
So I reached the live chat and they wanted proof from me that I was in Poland at the time of registration, the time of registration was February 2nd and my account was blocked yesterday on March 5th after I won €25,000 on March 3rd.
I played Sweet Bonanza and bought several free spins and I didn't use a bonus code or any other bonus.
So at the time of winning I was in Germany, I played normally and a month later I had to prove that I was in Poland at the time of registration. They are doing everything possible to stop me from paying out. As an example, if I just cross the border into a small market, how should I prove or prove that? No casino has ever asked for this before.
Thank you very much for the help, I will send screenshots via email.
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9 months ago
I apologize for the late reply.
Have you been physically in Poland when you registered an account in the casino?
Have you registered your account using accurate personal information?
Is your personal information filled out in your casino profile?
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9 months ago
Translation
Yes, I was in Poland at the time of registration and also registered with my real data.
I sent all the documents for verification to ICECasino, I'm waiting for a few days off, then I'll try to meet the real estate agent so that he can prove to me that I was there to view the apartment.
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9 months ago
Dear Tury50,
Were your attempts to resolve the issue successful?
I'll await news from you.
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8 months ago
Translation
I have now uploaded the rental agreement and am waiting for verification from ICECasino.
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8 months ago
Please let me know when you receive any reply from the casino, or when there is any update regarding your verification and withdrawal.
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8 months ago
Translation
I uploaded an official rental agreement and it was not accepted, ICECasino won't pay me my money. I have to provide other proof, but what is more official than a rental agreement?
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8 months ago
Thank you very much, Tury50, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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8 months ago
Hi Tury50,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite IceCasino to join the conversation and contribute to the resolution of this complaint.
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8 months ago
Translation
yes that would be fine thank you very much
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8 months ago
Hello Peter,
The player uploaded the lease agreement filled out by hand without stamps or any other official signatures. A more significant document will be needed as proof. Also, we'd like the player to explain how the lease agreement dated 02/01/2024 explains his only authorization from Poland 02/02/2024 00:32:10, and after 10 hours and so far the only authorizations come from Germany.
Since Icecasino does not accept new players from Germany, we assume the player used VPN to create the account.
Regards
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8 months ago
Thank you IceCasino team for the update.
Dear Tury50,
Could you please explain? Is there another document you can provide?
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8 months ago
Translation
I uploaded a rental agreement, that should be proof enough. Unfortunately I don't have any other documents that I can show, but it's about the time of registration, that was February 2nd, I won on March 3rd, so I would understand what Ice Casino is doing if it was at the time of the win, but I have to prove something from the past, which doesn't make sense. There were also signatures on the rental agreement.
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8 months ago
Dear Tury50,
Let me ask you a question. Do you live in Germany long-term? Secondly, if you lived in Poland before, you should have many more documents to prove your address than a hand -written lease agreement, correct? And lastly, our records suggest that you were using a VPN service. If this is the case, I'm afraid, I won't be able to help you.
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8 months ago
Translation
I was in Poland for a short time, it's a short-term rental contract, of short duration, because I was there to view an apartment. I've lived in Germany all my life, and Poland is a neighboring country, so all registrations after that were in Germany. I can understand ICE Casino, but why can I deposit €1000 beforehand without any problems, but as soon as I win there's a drama. I would also be happy with €5000 at this point, because I'm sick of writing back and forth.
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8 months ago
Dear Tury50,
I'm afraid I won't be able to help you with this one. Germany is a restricted country and the casino has an active block for German IPs. Since you haven't been living in Poland long-term and therefore can't finish the verification process of your account, there's nothing we can do. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Antillephone gaming authority (https://casino.guru/licensing-authorities/curacao-license-3) for further help. I wish I could be of more help.
Best regards,
Peter
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8 months ago
We’ve reopened this complaint at the request of Tury50. We are changing the status of the complaint to "resolved" as the player and the casino agreed on a settlement.
Here's the message from the player:
"I was able to come to an agreement with ICE Casino, I will continue to play at ICE Casino and can only recommend the casino, despite difficulties at the beginning, which are partly my fault.
Thank you very much Peter and thank you ICE Casino"
