IceCasino - Player's account is blocked due to alleged location concerns.

I won 873 approx on ice casino, I finally got through the kyc verification process, it took about 6 days. Then I go to log in to my account after and they blocked it? I contacted their live chat to be told it shows I was playing from mexico? Which I wasn’t and they will not provide me proof/documentation showing me I was playing from Mexico? They said "you will never get that from our administrator" how am I supposed to submit a document I can’t provide because I wasn’t playing from Mexico. I also read through all their terms and conditions and Mexico is not a banned country to play from? So I don’t see why it matters? It is funny because it seems they just want to block me from my $873

payout. Please help if you can 🙏🏻

Dear Gpower89,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly your account was blocked? Do I understand correctly the reason why your account was blocked is that the casino thinks you played from Mexico? Have you used a VPN service while logged in and playing in the casino, to your knowledge?

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,

Tomas

Hey Tomas, I recently just joined the casino I haven’t even been with them for an entire week yet. I won the money on Sunday and as soon as my account was finally verified yesterday it was also blocked.

I am playing from an iPhone and I have not used a VPN.

thank you kindly

Gary ****

i joined their casino July 14th

tried to withdrawal my winnings July 22

It took from July 22 to July 27th for them to verify my account

As soon as I received the email confirming my account had finally been verified I tried to log in and my account was blocked.

screen shots all attached of emails from ice casino.

thanks

Gary ****

Thanks for your reply.

Could you please send me screenshots of your interaction with the casino regarding the issue with accessing the website from Mexico? Post the information here or send it to my email address at tomas@casino.guru

Hello please see attached convo from ice casino

When I asked to see the proof that I played from Mexico I was told that I would never get that from the administrator.

Thank you very much, Gpower89, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Gpower89 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask IceCasino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thanks I appreciate it

Hello,

Happy to inform, the player may continue using casino's services, including withdrawal of winnings.

Kind regards

Thank you IceCasino Team for the update. Dear Gpower89, let us know if you're able to sign in and withdraw your winnings. Thank you in advance!

Thank you so much Tomas and Peter, I truly appreciate your help on this matter. Also want to take the time to thank ice casino and I will also retract my negative review of the casino. Thank you all again! Best wishes 🙂

Dear Gpower89,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter