The player from Germany had experienced account closure after multiple deposits and winnings. He had demanded his deposited balance and threatened to seek legal assistance if his balance was not withdrawn. The casino had requested proof of registration and gameplay from Austria, as they did not accept new players from Germany. The player had not responded to inquiries about the possible use of VPN or IP-masking software to hide his true location and access the casino website. As the player failed to respond to further messages and questions, we were unable to investigate further and were forced to reject the complaint.
IceCasino - Player's account was closed after multiple deposits and winnings.
Amount: €1,300
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
Translation
After multiple deposits and winnings, my balance was not paid out and my account was blocked/closed
By law, at the very least, I am entitled to my deposited amount. I'll get my lawyer involved if my balance isn't transferred to me
Automatic translation:
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6 months ago
Dear Dennis-musliov18,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if you passed the KYC verification?
Have you made any successful withdrawals from this casino before?
Have you received any explanation from the casino as to why your winnings were voided and your account was closed?
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
Veronika
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6 months ago
Dear Dennis-musliov18
Sorry you faced troubles.
Can you please provide the proof of registration and gameplay from Austria, since IceCasino does not accept new players from Germany.
Thank you for your cooperation!
Kind regards
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6 months ago
Translation
Legally you are obliged to pay me the money I paid in.
Automatic translation:
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6 months ago
Dear IceCasino representative,
Thank you for getting in touch with us.
Dear Dennis-musilov18,
Could you please confirm if you used any VPN or IP-masking software to hide your true location and access the casino website? Please bear in mind that according to the casino's Terms and Conditions, using a VPN is strictly forbidden.
