IceCasino - Player's account was suspended.

Dear Aukse123,

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 clarify your situation.

Could you please confirm that you have not used a VPN or IP-masking software to access the casino website?

Do you have any other evidence besides your airline tickets confirming your stay in Japan and Belgium, for example, utility bills or hotel receipts?

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

Dear Aukse123

Thank you for the complaint.

Can you please specify your player ID, since we were unable to find your account via the e-mail provided at CasinoGuru

Regards

Dear IceCasino representative,

Thank you for getting in touch with us and requesting more information from the player.

Dear Aukse123,

Could you please forward me the emails from customer support regarding your stays abroad along with your replies? My email address is veronika.l@casino.guru. Thank you for your cooperation.

Thank you very much, Aukse123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Aukse123 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 why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

Dear IceCasino representative, has the player provided the required documents as indicated in their previous message? Thank you in advance!

Dear Player

Can you also provide any proof of being in Prague, CZ ?

Thank you for cooperation!

Regards

Hello,

The player may continue using the services.

Kind regards

Thank you for the update IceCasino representative.

Dear Aukse123, let us know if that resolves your issue or if you require any further assistance. Thank you in advance!

Dear Aukse123, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello all

According to our records, the player received the winnings at 03.12.2024 08:46:18 (UTC)

Dear Aukse123, can you confirm please?

Regards

Dear Aukse123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.