The player from Japan had switched use and registration from Canada to Japan and confirmed account status with the operator, deposited money, and fulfilled betting requirements. However, when he attempted to withdraw winnings, the casino closed his account due to prior VPN use. The player claimed that the casino was aware of his VPN use and had told him he could play without issues. The casino, on the other hand, argued that the player had breached terms and conditions by using a VPN to register. After a thorough investigation and review of the evidence, we found that the player had knowingly circumvented registration restrictions using a VPN. Despite some confusion from the support representative, the casino had acted in accordance with its terms and conditions. Therefore, the complaint was rejected.
IceCasino - Player’s account closed upon withdrawal attempts.
Amount: $800
IceCasino
Safety Index:Very highOther
REJECTED
Case summary
I'm having a problem at Ice Casino.
Despite confirming with the operator prior to depositing money, my account was closed when I tried to withdraw. I am unable to withdraw $800 from my account.
[Details of The Issue]
I was warned by the operator for using a VPN at the time of registration. (At this point, my registered country was Canada.)
↓
I informed the operator that I would no longer be using a VPN and asked them to change my registered country from Canada to Japan. After doing so, I verified my identity.
↓
I confirmed with the operator that my account was in a condition to make a withdrawal before depositing money.
↓
I fulfilled betting requirements and applied for a withdrawal.
↓
My account was closed and I was unable to withdraw, due to the fact that I used a VPN during registration.
[My Argument]
It is unacceptable that my account was not closed at the time of registration or prior to depositing money, but it was shut down when I tried to withdraw, using the use of VPN at the time of registration as an excuse.
Moreover, I verified my account and confirmed with the operator that there were no problems with my account prior to depositing money.
I greatly appreciate your consideration of my concerns.
Dear bass777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify if the country was changed in the player profile after you informed the casino about your location? Do I understand correctly that your account was verified before the casino blocked it?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
My profile has been changed from Canada to Japan.
Your account has been verified.
I deposited $600 and it became $800.
thank you.
Ice Casino knew I was using a VPN when I registered, but they closed my account after making a deposit and made withdrawals impossible.
I don't mind them closing my account, but it's absolutely wrong for them to confiscate my balance.
Thank you very much for your reply, bass777. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
I just sent an email.
It's a chat what the operator told me that you didn't violate the usage rules before the deposit.
I asked Ice Casino to send me other chat data.
It will be delivered to me in a few days.
Alright. Please forward me the chat transcripts as soon as you receive them. Thank you in advance.
If the chat record proves what I'm saying, will I be able to make a withdrawal?
Thank you very much, bass777, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.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.
Hello bass777,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Ice Casino to join the conversation and participate in the resolution of this complaint.
Dear Ice Casino,
Can you please provide more information regarding the decision to confiscate the player's winnings and close their account?
Kind regards,
Adam
Mr. Adam
Nice to meet you.
ICE casinos still haven't sent me chat data even after a week.
Also, as I already sent the screenshot by e-mail, the operator told me that there was no violation of the terms at that time before the payment.
Moreover, she was the same operator as the operator I told her about using the VPN at the time of registration.
Dear bass777
Can you kindly let us know which error you were getting at registration?
And did any of the casino representative give you a permission to use VPN?
Thank you for your cooperation.
Regards
I have already written about the background and my arguments.
I requested the chat records to prove what happened, but I have been waiting for over a week.
Please let Casino Guru make a decision based on the chat record.
Dear Ice Casino,
According to the player's statements, it seems that the casino support has told the player not to use a VPN and then the player's account details have been corrected and the account verified. The player also stated that the support then told the player there were no further issues with their account. Can you confirm if this is the case?
Kind regards,
Adam
Dear Adam
The reason we are asking, is because there indeed was a ground for player to use VPN.
That is why we want the player to tell, what error he was getting at registration.
Thank you!
Regards
Dear IceCasino,
Thank you for your prompt, if slightly cryptic, response.
I attempted to register an account at the casino using a Japanese IP address and was met with the following pop-up:
Although not listed in the terms and conditions as a restricted country, it appears that registration from Japan is not currently possible. Has Japan been restricted recently?
Dear bass777,
Can you confirm you had a similar experience?
Kind regards,
Adam
Dear Adam,
Can you please provide your e-mail for further explanations?
Thank you in advance!
Kind regards
Mr. Adam
I was also seeing the same screen.
thank you.
Thank you for clarifying, bass777.
Did you then, upon seeing the message stating that your country was restricted, try to ask the support?
Kind regards,
Adam
Dear bass777
Can you kindly confirm, that despite the clear indication of the error, you decided to register using the VPN (basically cheating the casino by changing the location) and getting all the benefits that are not intended for you and clearly violate the T&Cs?
Thank you!
The problem this time is that even though I told them to use a VPN when I registered, they told me that there was no problem with my account before making a deposit, and then closed my account after making a deposit.
Please answer the questions below.
According to the player's statement, the casino's support told the player not to use the VPN, after which the player's account details were corrected and the account was verified. The player also stated that support subsequently told the player there were no further issues with the account. Could you please confirm if this is true?
Dear bass777,
I am currently awaiting further information from the casino via email, so will extend the timer accordingly.
I will update you here as soon as I have received the information.
Kind regards,
Adam
Dear bass777,
The casino has stated that you have claimed a bonus after registering, can you tell me which one you claimed, please?
Kind regards,
Adam
I don't remember exactly, but I think I used a bonus code posted on Twitter.
Dear bass777,
I need further details regarding the bonus used, but it seems that by using a VPN to register you have circumvented certain restrictions and that has allowed you to use a bonus you were not eligible for.
As you have not received permission to use a VPN to register, and confirmed that you have seen the pop up message stating that your country was restricted, you would be in direct breach of the terms and conditions. Upon seeing the pop up, the best thing to do would have been to contact the casino and find out why you were unable to register.
Dear IceCasino,
Can you please clarify the requested details about the bonus as per my last email, and also explain if the bonus had been claimed at the point the support told the player that there were no issues with their account?
Kind regards,
Adam
You should have used the bonus code distributed on Twitter.
I had not claimed the bonus at the time of the chat.
But that's only after you've also communicated the use of a VPN, changed your country of registration, and verified your account.
Why am I still waiting for approval?
Also, the only time I used a VPN was during registration.
Dear bass777,
As mentioned, by using the VPN to register and evade the restrictions, which were put in place to prevent players from your country registering you have directly breached the rules of the casino. However, if the casino has then told you that it is OK for you to continue to play, and has indeed verified your account with the correct information as you have mentioned, then the situation is not so straightforward.
Dear Ice Casino,
Can you please respond and clarify the situation further? Has the casino support allowed the player to continue with their account after correcting the country information?
Kind regards,
Adam
Thank you for the additional information, Ice Casino.
Dear bass777,
according to further evidence provided by the casino, you have initially told the support that you were traveling to Canada at the time of registration. Later, once the correct information has been provided, the casino support have told you that your request to continue using the account will be reviewed. Can I ask if you received a decision regarding this?
Kind regards,
Adam
Account verification was also completed after the country was changed. I was told I could play anytime.
You can find out by checking all chat records.
I requested all chat records from Ice Casino, but they still haven't provided them to me after over 4 weeks.
Dear Ice Casino,
The player states that they have been verified and told that they were allowed to play. Can you please further clarify what has been said to the player?
If the player was not allowed to play, why was their account left open?
Kind regards,
Adam
Hello Adam
As you may know, different departments of the online casino are responsible for specific tasks. This explains the reason the account remained blocked. Also, you were provided with the screenshot of the chat, where player:
a) Defined that he was travelling, and the registration was performed from Canada
b) Was informed, that VPN is prohibited, and the decision has not yet been completed.
Once again, the rules briefly state, that VPN is not allowed, also, also the system briefly informed the user that he is not able to register.
Regards
IceCasino deceived me by telling me that I could play at any time and that there were no violations at this time, and then closed my account after making a deposit.
This is clearly cowardly.
It would be strange if at least the balance currently in the account cannot be withdrawn.
As you can see by checking the chat records, there was a gap of over two weeks between my registration and the payment.
I don't care if my account gets blocked.
However, the problem this time is that IceCasino's timing of blocking my account was cowardly.
Even though I checked before depositing, my account was blocked when I applied for a withdrawal after waiting for multiple deposits.
It's just a scam.
Dear bass777,
You stated "IceCasino deceived me by telling me that I could play at any time", but it seems that they also made you aware that a decision would need to be reached regarding the continued use of your account, is that correct? I can see from the evidence provided by the casino that you said "there is no point in playing if you are not able to withdraw the money", were you then informed it was OK to continue using your account, or did you make a deposit without any confirmation that the decision had been reached?
Kind regards,
Adam
I was not aware that a decision needed to be made regarding continued use of the account.
Before making a deposit, I confirm with the operator that there is no violation of the terms of service at this time.
This is a chat exchange that I previously sent as a screenshot.
Also, why did the operator tell me that you could play at any time and that you were fine at this time, instead of telling me that the game was pending a decision?
As you can see if you check your chat history, you are communicating with the same operator both during registration and before making a deposit.
To IceCasino
Do you know that the issue is not relevant?
To Adam
It is reasonable that you can withdraw money this time.
This is because IceCasino did not let me know that I needed to decide to continue using my account, instead telling me that I could play at any time and telling me that there were no violations at this time.
thank you.
Dear bass777,
We have reviewed all of the evidence provided once again, and I am afraid we are not able to help you any further with this case.
While it does seem that there has been some confusion caused by the conversation with the support representative, the fact remains that you have clearly and purposely used a VPN in order to circumvent the registration restrictions. You would not have been able to play at all if you had not done so, and this makes it very hard to argue your case. The best approach would have been to reach out to support and ask them about the restriction, but you chose to use the VPN instead .It also seems clear from the screenshots of the chat with the support that you were made aware that the decision regarding your account was pending.
I believe that while the casino support could have communicated the situation more clearly, the casino has in fact acted in accordance with its terms and conditions on this occasion. Consequently, we have no option but to reject this complaint.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
