HomeComplaintsIceCasino - Player’s account has been blocked.

IceCasino - Player’s account has been blocked.

Amount: €900

IceCasino
Safety Index:Very high
Submitted: 22 Jan 2024 | Case closed : 06 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

9 months ago

The player from Lithuania had attempted to withdraw 900€ in two transactions, but was blocked from logging into his account. The player had confirmed that they did not use a VPN or other software to alter their location while playing at the casino, and that their account was verified. The casino had allowed the player to continue using their services and had warned about the use of VPN. However, despite our efforts to resolve the issue, the player did not respond to our messages and questions. Consequently, we had to reject the complaint due to lack of further information.

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9 months ago

Hello i wanted to withdraw 900€, I did 2x 450€ withdrawals.

Next day i can’t log in to my account, it says "user is blocked"

I texted support workers about this, and they said that I need proves from germany, because "someone playing with my account from germany". By the way: when i did KYC i filled every form with documents from Lithuania, and now they want some of proves from germany.

Could someone help me to get back my account and money?

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9 months ago

Dear Sad-7,

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 confirm that you didn't use a VPN or other software to alter your location while playing at this casino?

Do I understand correctly that your account has been verified?

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

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9 months ago

I surely didn’t use any vpn change

Yes my account was verified

Without bonus

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9 months ago

Hello

The player may continue using the services. It is highly recommended to be careful with VPN.


Kind regards

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9 months ago

Hello everyone,


Thank you both for your replies.


Sad-7, can we now consider this case resolved, please? Or is there anything else we could assist you with?

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9 months ago

Dear Sad-7,

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.

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9 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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