A player from Latvia whose account was blocked after a major win could not provide proof of location due to work at sea. Despite the casino's promise to contact him, nearly 20 days passed with no response. We requested the player to send his job contract to the casino. After submitting the document, the player's account and balance were unblocked, resolving the issue.
IceCasino - Player with major win faces account block.
Amount: €4,000
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I played on this project and after a major win, my account was blocked because I was playing from different parts of the world. I corresponded with them to prove that I was in these countries, but I couldn't provide any proof as I work at sea. They told me they would contact me in a few days, but almost 20 days have passed and there is only silence in response.
Automatic translation:
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6 months ago
Hello mihail.s,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Is your account currently blocked? How much real money balance do you have on your casino account? What is your country of residence based on your ID documents? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
Hello Nick!
Answer to questions:
1) The scientific record is not confirmed, but I started the passage of the verified one after a big win.
2) Akkanj is currently blocked.
3)4000€
4) Latvija, Liepaja, Generala Baloza 3-1
5) about 20 days ago, after which the casino did not contact me.
Automatic translation:
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6 months ago
Dear mihail.s
Sorry for inconveniences caused,
Have you yet provided your job contract, proving that you are a sailor?
Thank you!
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6 months ago
Translation
When going through the verification process, I indicated a photo of my contract. I can send it to you again.
Edited
Automatic translation:
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5 months ago
Hello mihail.s,
Please send it to the casino and let us know the outcome.
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5 months ago
Translation
Hello Nick!
Thank you for your help, the casino got in touch and unblocked my account and balance.
Automatic translation:
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5 months ago
Dear mihail.s,
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,
Casino.Guru
