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

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

Amount: Can$873

IceCasino
Safety Index:Very high
Submitted: 27 Jul 2023 | Resolved : 07 Aug 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Ontario is experiencing difficulties with Ice Casino after they blocked her account due to alleged playing from Mexico despite her successful KYC verification. He is blocked from withdrawing his winnings of approximately $873. The issue has been resolved successfully.

Public
Public
1 year ago

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 🙏🏻

Public
Public
1 year ago

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

Public
Public
1 year ago

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 ****

Edited by a Casino Guru admin
Sensitive attachment
Sensitive attachment
1 year ago


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 ****

Edited by a Casino Guru admin
Public
Public
1 year ago

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

Public
Public
1 year ago

Hello please see attached convo from ice casino file

Public
Public
1 year ago

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

Public
Public
1 year ago

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.  

Public
Public
1 year ago

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!

Public
Public
1 year ago

Thanks I appreciate it

Public
Public
1 year ago

Hello,


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


Kind regards

Public
Public
1 year ago

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!

Public
Public
1 year ago

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 🙂

Public
Public
1 year ago

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

Edited by a Casino Guru admin
flash-message-reviews
User reviews – Write own casino reviews and share your experience
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news