IceCasino - Player's account has been blocked after withdrawal refusal.

I accessed the casino based on your suggestion.

Of the 600 I played, I didn't win anything.

I decided to only play again once the casino validates my account.

This process took quite a long time.

After receiving the email confirming my account validation, I decided to play again.

On 07/28/2024, I requested the withdrawal of the amount in question.

Today, on 07/29/2024, I received an email from the casino stating that the withdrawal was refused. I don't know the reason.

When I try to access my account, it's blocked!?

Dear ORSAL243,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

1. Have you collected your winnings with or without an active bonus?

2. Am I correct in understanding that you have completed the full KYC verification process?

3. When was the most recent time you contacted the casino customer support, and what was the nature of the communication?

4. Kindly share the email you received from the casino following the decline of your withdrawal request at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good morning,

Thank you in advance for your attention to my problem.

I was in a roll over situation but was not using the bonus funds.

When I requested the withdrawal, the platform warned me that I would lose the bonus by withdrawing the funds and I accepted.

The process of verifying my documents was confirmed to me by email by the platform, so I decided I could play again.

I have already sent the reply to the casino's email to your email address.

Please confirm that you received everything correctly.

Thank you for your attention.

Dear ORLSAL243

We are afraid you are not completely telling the truth to casino guru representative.

The e-mail briefly explained the casino request:

Kind regards

The representative of casino guru has in his possession the same justification given by ice casino and also my reply to your e-mail.

Thank you, dear Ice Casino representative, for getting in touch with us and providing us with a detailed explanation of the player's problem.

Dear ORLSAL243,

Thank you for your email. I have checked the IceCasino's Terms and Conditions and this is what I found:

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.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.

Best regards

Veronika