The player from Austria reported that the casino had unjustly locked his account in the middle of a game during free spins. The casino stated that the player had violated their terms by using a VPN, showing logins from both Austria and Romania. The player provided evidence of his stay in Romania and explained the IP differences due to using different networks. The casino requested proof of network usage and SIM card ownership. After verification, the player’s account was unlocked, and the issue was resolved.
IceCasino - Player’s account unjustly closed during free spins.
Amount: €25,000
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
The casino unjustly locked my account in the middle of a game during free spins.
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4 months ago
Dear Lumar766,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify the dispute value (€25,000)?
- Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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,
Kristina
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4 months ago
Hello, Lumar766
According to T&Cs it is strictly prohibited to use VPN services:
"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."
Would you kindly provide the proof of gameplay from Romania?
Thank you for cooperation!
Regards
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4 months ago
Translation
I am still in Romania, never used a VPN
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4 months ago
Translation
Hello, is there anything new in my case???
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4 months ago
Dear Lumar766
Please kindly provide to support the requested proofs and the account will be unblocked in no time.
Kind regards
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3 months ago
Dear Lumar766
Can you kindly explain how at 16.07.2024 04:27:10 (UTC) you were authorized from Austria, and at 16.07.2024 05:26:37 (UTC) from Romania?
Thank you!
Regards
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3 months ago
Translation
If I am logged in via the mobile network, the access data from my mobile provider will probably be displayed, and via Wi-Fi the access data from Romania, there are no others, I am still logged in via mobile.
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3 months ago
Translation
So I was online most of the time, a few times via WiFi.
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3 months ago
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I've been in Romania since July 13th and I couldn't log in from Austria? How? I'm always logged in with the same cell phone.
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3 months ago
Translation
Ice Casino wants to unlock my account but withdraw my winnings, this is a disgrace and a scam
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3 months ago
Hello everyone,
Thank you both for your replies.
Lumar766, do I understand correctly that you were in Romania when you accumulated these winnings? Could you please prove that you indeed are/were in Romania?
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3 months ago
Translation
Of course I can prove
here is a confirmation of stay from Mera Hotels on the Black SeaAutomatic translation:
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3 months ago
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Here is a Romanian vignette for my car
this is the registration certificate for my carAutomatic translation:
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3 months ago
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Parking ticket with my phone number, what else do you need? They want to deduct the winnings and only leave me €500 in my account even though I deposited over €2000, that's just a scam.
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3 months ago
Dear Lumar766
Any chance you could provide a proof of using the two different networks (within the approximately same time), that will show different IPs (countries) ?
Regards
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3 months ago
Translation
I am already in Austria, if you can tell me how I can do this?
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3 months ago
Dear Lumar766
As you stated, you have two SIM cards.
You may activate the Romanian one and show your IP (GEO location), then activate wifi/Austrian sim card and show the IP.
Also, proof of the ownership of the Romanian sim card would be a plus.
Regards
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3 months ago
Translation
I have it in a mobile w-lan modem
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3 months ago
Dear IceCasino,
Thank you very much for your help and reconsideration of this case.
Lumar766, can we now consider this case resolved?
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3 months ago
Dear Lumar766,
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.
Best regards,
Kristina
Casino.Guru
