IceCasino - Player was accused of masking his IP during play.

Amount: $15,000 ARS

IceCasino

Safety Index:Very high Submitted: 27 Mar 2023 | Resolved : 29 Mar 2023

Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from Argentina had his account restricted because of suspicions about masking his IP address. The casino and the player confirmed the issue was resolved.

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marcosplanisich

Visitor

Argentina

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1 year ago

OriginalTranslation

Hello. I need help to recover money that was left in my ice casino account.

I had created an account, I was playing, then I was on vacation for 10 days in Brazil and I played one night from there. I don't understand much about ip and those things, so I didn't understand that I was doing something wrong... upon my return from vacation, I was playing in my hometown from which I had already played and generated said account, and after a few days, waiting for a withdrawal of profits of around the indicated amount, I try to access my account and I find myself blocked. I made the necessary claims repeatedly. Sir, they asked me for documents indicating that I was in Brazil. I delivered several among them my entry and exit to Brazil through customs, but it has already been around 20 to 30 days and I never received even an email. For what I think so much waiting is wrong and I want to claim the return of my money.

Thank you.

I hope your help.

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Tomas

Complaint Specialist

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1 year ago

Dear marcosplanisich,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I believe the casino is referring to the following rule in its terms and conditions:

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.

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

Do I understand you submitted proof you made purchases in Brazil during your vacation approximately at the same time you as you played in the casino? Has the casino requested any other type of proof from you about your stay in Brazil?

Have you accumulated your winnings with or without an active bonus?

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

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marcosplanisich

Visitor

Argentina

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1 year ago

OriginalTranslation

Hello Tomas.

I understand why I have been blocked. I understand that they are also correct, but I responded to the situation and delivered documents that prove that I was in Brazil for 10 days. I don't understand how an ip is hidden... I just connected to the Wi-Fi of the residence where I was and played for a while. That's all. The casino asked me for a document from the hotel, my trip was made by car, the rental of the residence if it was made for a transfer of an amount to a private person by western union, proof that it is not in my name so it does not make sense. But if I present my customs pass from the moment I returned from Brazil, and I have returned to play from my house where I always did. I think it is confirmed. Your measure seems fine to me, but after providing the documentation I never received any response. I had to resubmit my complaint so that they always give me the same answer, which was that the documentation had already been sent to the corresponding department and that I was on the waiting list to be reviewed. But it's been between 20 to 25 days at least. So I know I need your help. If they don't want to admit me, that's fine, it's their decision, but present the evidence to solve the problem, for which I request that they return my money. Thank you

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