IceCasino - Player’s account has been closed due to VPN use.

I have run into a problem with icecasino. I could play and deposit money and everything worked great and I liked the selection and felt satisfied until I won money and was going to withdraw it. first problem with the verification. then came the next problem, I get an email that my account is ready and verified! when I go to log into my account they are blocked. and then I contact live chat where I am then told that I have been blocked because I happened to have vpn on when I played, which I usually have when I want to watch other things on e.g. netflix etc.. so now I have a closed account and lost money and feel so extremely unfairly treated not that I'm playing to hide something or something and have submitted everything you should.. and yet they end up like this..

Dear fredriknyggus,

Thank you very much for submitting your complaint. I'm sorry to hear about the issues you’ve experienced with IceCasino. I understand how frustrating it must be to have your account blocked and to lose access to your winnings after a successful verification.

To better assist you in resolving this matter, I have a few questions that could help us understand the situation more clearly:

• Could you please confirm the exact date when you first encountered the issue with your account being blocked?
• Have you received any specific details from IceCasino about which terms of service were violated due to the use of a VPN?
• Can you provide more information about the verification process? For example, were there any particular documents requested or issues encountered during this stage?
• If you have any screenshots, emails, or additional communication from IceCasino that could shed more light on this matter, please forward them to me at petronela.k@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,

Petronela

hi petronela! and thank you very much for taking the time to try to help me solve this situation as it affected me very negatively.. it all started with me playing as usual and in the end I won and threw in documents about verification several were approved then they were one which did not become them. so I couldn't withdraw the money and it was card number plus name. so I wrote to them repeatedly about them and sent documents and then they were finally approved and they were yesterday. but when I go to log in and withdraw the money, my account is blocked. so I turn to live chat and ask why my account is blocked then they say they are waiting for verification from Norway, I had accidentally had my vpn on on the mobile I was playing on they were not on purpose. and I had no problems depositing money or anything. which I got on other pages when I happened to have vpn on!

and I told them no, to hide everything but didn't get any response.. I still think I was very open and didn't fiddle with anything, so I shouldn't be punished because I accidentally happened to have them on and was able to deposit money without any restrictions or anything.

(The answer i get is just so bad…. So its okey to Open it of they take away my winnings. They can just dont let me Open it and just say dont do this. They need to take my winnings such a bad casino i have never get so disipoited on a casino!! )

Your account has been blocked. The reason for that is violation of our project rules, namely using VPN for playing in our club.

Please note that masking IP or location is not allowed on our website. 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 administration is ready to consider the possibility of unblocking the account upon condition that your balance will be reduced to 250 SEK. 

If you want to unlock your account, please contact our support team for further assistance in any way convenient for you.

Hi fredriknyggus,

I have checked the general terms and conditions and this is what I found (here):

4.4. The Company does not permit accounts to be opened by, or to make any deposits nor used from, customers located or domiciled in Afghanistan, American Samoa, Aruba, Australia, Belgium, Bonaire, Cyprus, Curacao, Czech Republic, Democratic People's Republic of Korea (North Korea), Ethiopia, France, Switzerland, Germany, Great Britain, Guyana, Guam, Iraq, Iran, Italy, Israel, Malta, Netherlands, Laos, Samoa, Saudi Arabia, Palestine, Pakistan, Russia, Saba, Serbia, Singapore, Spain, Statia, St. Maarten St. Eustatius, Syria, Sri Lanka, United Kingdom, Uganda, United States of America, Ukraine, Vanuatu, Venezuela, Trinidad and Tobago, Turkey, Yemen. This list of jurisdictions may be changed by the Company from time to time with or without notice. You agree that you are not allowed to open an account, nor attempt to use Your Account if you are based in this jurisdiction.

Given that Sweden and Norway are not listed as restricted countries for the casino, it seems that the use of a geolocation masking rule to confiscate winnings would be inappropriate in your case. Such rules are typically applied when a player from a restricted country attempts to bypass IP blocks using a VPN. Since neither Sweden nor Norway falls into this category, the casino's action in this instance should be reconsidered.

• To further understand your situation, could you please confirm the country you selected during your registration? This information will help us determine if there might have been a misunderstanding or an error regarding the application of geolocation rules.

We appreciate your patience and look forward to resolving this issue promptly.

I register as

usual. with my name and my home address which is Sweden. but the problem is that I had vpn on them, that's why they say yes I broke the rules but still say they can open but confiscate the profits. And i dont want to get that offer. I want full acsses to my acount and all my money.

Hi fredriknyggus,

Thank you for clarifying the situation.

Dear IceCasino Team,

We kindly request that you reconsider your position and allow the player to verify their account and withdraw their full winnings.

Thank you in advance for your attention to this matter.

You don't answer..

How long time should it take for ice casino to respond 3days now ?..

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I think they are so extremely obvious where these casinos stand somewhere. A week without a sound from their side. But when you email privately and don't go this way, you can reply. And then they are free to open an account as long as they are allowed to take even profits. Really sickening how they can do this to their customers and then claim that they are a good casino.

Dear fredriknyggus

Thank you for the complaint

Can you please let us know why exactly you've used teh VPN?

Regards

I usually have it on when I watch series in other countries, then I usually forget to turn it off. And at other casinos it usually kicks in right from the deposit. So I didn't think at all that it wasn't on or that I wasn't allowed to wear it. There was no purpose in the foundation.

?

Thank you fredriknyggus,

Thank you for clarifying the situation.

Dear IceCasino Team,

Is there anything further required from the player? We understand that using a VPN may be prohibited at your casino, but if the player did not gain any unfair advantage or access the casino from a restricted location, we believe this case should be evaluated individually.

Please let us know your current position on this matter.

Thank you in advance for your attention.

Hello all

The player may continue using the service.

We are kindly asking to avoid using VPN.

Regards

Thank you very much for your assistance and understanding, IceCasino Team.

Dear fredriknyggus,

Could you please inform me when you request your withdrawal and receive the winnings?

Thank you.

Dear fredriknyggus,

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.

Even if we assumed that the issue had been resolved, without receiving direct confirmation from the player, we were unfortunately forced to reject the complaint due to the lack of necessary communication.

However, it's important to note that the player retains the right to reopen the complaint at any time if they choose to continue pursuing the matter. Our system remains open to accommodating any further developments in the case, and we are always ready to assist in finding a resolution if needed.

Thank you so much, IceCasino Team, for your ongoing support and continued assistance.