The player from Greece had experienced difficulties in withdrawing his casino winnings of 5,500 euros due to his account being blocked. The casino had claimed the account was blocked because the player was using a VPN. However, the player had pointed out that a casino representative had previously recommended using a VPN to access free spins on games not available in his country. After a series of exchanges, the casino had confirmed that the player could continue using his account and his withdrawal transaction was approved. We had since marked the complaint as resolved.
IceCasino - Player’s account has been blocked.
Amount: €5,500
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
I was winning an amount in the casino over 9000 euros, I tried for the first time to make a withdrawal but it was not accepted because they asked me to validate my income. It should be noted here that I have done every validation that has been requested of me (identity, bank cards, street, etc.) When I sent receipts from the income transactions that I had in the bank, they were not accepted, with the result that I was delayed for 2 weeks until I discovered on my own what registration is required! after all, it was the liquidating income salary. In all this time, because I am a player and I like to play, unfortunately my winnings were reduced to 5,500 euros where I made my last withdrawal request, since my account was now validated. all this time that I used the particular casino I had no problem, my deposits and my withdrawals were done normally.
So this morning when I tried to log into my account I found that it had been blocked with no update no explanation
When I sent an email I got an automated message of the type "we will forward your request".
So I saw that I can chat live without an account. The casino representative, after a long delay, told me that they blocked my account because I was using a VPN and that this is illegal. Let it be noted here that I had no information all this time that what I did was illegal
and they let me play and make deposits and withdrawals. The most important thing of all is that some time ago a representative of the casino had urged me to use a VPN so that I could play some Free Spins that they had given me from a game that was not allowed in my country! That's how I continued to play, sometimes with VPN and sometimes without.
s it logical that all this time that my profits were not big, that there should be no problem that I was using a VPN and now that I managed to make a decent win that even the expenses I make at the supermarket will be checked? I ask again, why was there no relevant update???
I had no intention of deceiving anyone and what they asked of me, in terms of endorsements, I submitted.
All I ask for is the money I won. Nothing less nothing more
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7 months ago
Hello djluigi21,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Is there any evidence that the casino representative advised you to use a VPN? When was the last time you spoke to the casino and what was it about? Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Translation
My account was verified 2 days before it was blocked! It will probably be in the conversations I had with one of the casino representatives who referred me to use a vpn. I don't remember exactly when this conversation took place but it must have been several months ago. I would have no problem talking to a representative from the casino to resolve the issue. I never wanted to go against the rules of the casino. But since I was unknowingly wrong why didn't they warn me not to keep doing it and they closed my account without any warning!? I received the following email yesterday. 
Automatic translation:
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7 months ago
Dear djluigi21
We've checked the entire chat history for 2024, and were unable to find any mentioning of VPN.
Regardless, you may continue using the services.
Kind regards
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7 months ago
Translation
Sorry for my late reply, it was Easter and I didn't have time to reply due to work. Yes, my account is working. But yesterday I received an email. I had asked for clarification on the previous email I had posted earlier. The new email read:
Regardless, my account seems to be working
Automatic translation:
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7 months ago
Hello djluigi21
Just as stated above, you may continue using your gaming account.
The withdrawal transaction was approved.
Regards
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7 months ago
Dear djluigi21,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
