The player from Germany faced account closure after requesting a withdrawal of €540 and completing the verification process. The casino demanded unreasonable documents to prove his location on a specific date, which were not mentioned in the terms and conditions, and he was unable to provide them. He requested the payout of his winnings, deeming the casino's actions highly unfair. The issue was resolved when the casino reinstated his account access, allowing him to successfully withdraw his winnings.
IceCasino - Player's account has been closed with unreasonable demands.
Amount: €540
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
The casino is not adhering to the terms and conditions. They are demanding documents that are never mentioned in the T&Cs and are unreasonable.
After making several deposits totaling €1150, I requested my first withdrawal of €540 and completed the verification process. Subsequently, my account was closed, and documents were requested that prove I was in Austria on 10.09. On that day, I apparently logged in from Austria. No documents exist to prove this. It is completely unusual to preemptively collect such documents. The casino should have informed me from the beginning that I should collect evidence of which country I am playing from or mentioned it in the T&Cs. This way, I had no chance to collect such evidence and naturally cannot submit anything.
I consider the casino's behavior highly unfair since it would be absolutely unusual if I had the requested evidence, and I had no chance to foresee this. I demand that the casino pay out my fairly won €540
€. I have included the correspondence.
Automatic translation:
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2 months ago
Hello lolzgamer12099,
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 exactly is the verification process ongoing?
- How is it possible that there is no such document? - if you were in Austria, there must have been any kind of bill or receipt you paid from that day.
Please note that without any kind of evidence, the casino must assume that you have used VPN which is against the casino rules.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Hello Nick,
My account has been fully verified since the day before yesterday. Since then my account has been blocked. And no, there is no receipt that proves my stay. To be honest, it would be highly unusual to have such proof in Austria (unless you use a hotel). Most places only accept cash payments. Personally, I always pay in cash, even in Germany.
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2 months ago
Hello lolzgamer12099
We are happy to inform you may continue using our service.
Kindly keep in mind, the usage of VPN is strictly prohibited.
Kind regards
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2 months ago
Translation
Dear IceCasino,
Thank you for the quick and easy solution. I can confirm that I have access to my account again. I will notify you once the withdrawal is successful.
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2 months ago
Translation
I received my money. Thank you all for the quick solution! The complaint can be closed.
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2 months ago
Dear lolzgamer12099,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
Best regards,
Casino.Guru
