IceCasino - Withdrawal of winnings blocked by casino.

Please help me! I was playing Ice casino and won 3000 eur on 21/11. I requested withdrawall and got the email from casino that my withdrawall regust has been accepted. After few days of waiting I wanted to log into my players profile to check is there any payment status updates and recognized that my account is blocked. When I contacted customer service they told me that it has ben blocked becouse i was loging in from Germany or using vpn on 07/11 but I definettly wasnt since Im playing from Latvia witch is allowed and there is no point for me to use any vpn's or other devices to play. I had conversations with several assistants and all they can say to me that this is administrations decision to block my acount because I was wiolating some of their rule witch i 100% wasnt, only thing that all of them keep telling me is rhat they will unblock my account if I will accept woiding my last winnings of 3000 eur with I would no do! I havent violated anything, I was asking them to profe that I was doing something wrong but they just say that this is confidentional information and they will not deliver any proofs. On 07/11 i was playing as well and was using public wifi that I allready told to them, that could be the only issue why it could show why im playing from other country witch i told them but they are not even listening, just keeps telling the same thing. I have sent them my location, my bank account deals on that day to proofe that im wasnt on germany or wasnt using vpn ( there is not even vpn configured on my phone). I think that they just dont want to pay... i have read a lot of player feedbacks that ice casino wount pay and allways there are problems with them. I have all the chat screenshots and other information that I will share with you if needed and that could help! Please help me, I dont want to lose this big amount of money just because of unfair casino. Help me please. I can deliver you more screenshots if needed. Please help me somehow

Dear naurisanusans,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games)
• Did you achieve your current balance with the help of bonuses? 

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

Hello Tomas! Thank you for your reply! I was the player of this casino more then a year and my account was blocked on 23.11.2023. I was playing slots and was using my own balance/ deposit without any bonuses! I achieved my balance without using bonuses. If there is any more information I could share with you just let me know!

Dear naurisanusans

Casino has overlooked your case. You may continue using the services.

Kind regards and sorry for inconveniences caused.

Dear Tomas, thank you very much, i'm so very happy that you sorted out this so quick!!! And Im very thank full to Ice Casino as well for understanding me and doing this!!! Great, you are the best!!! Already checked and everything works, all my winnings are on my acount and I allready made a withdrawall request and received an email that my request has been approved. As soon as I will receive the funds I'l let you know. Thank you casinoguru, thank you Ice Casino!!!

Dear naurisanusans,

I am glad the casino restored your account and winnings. Have you already received your cashout, please? May we consider the issue resolved?

Dear naurisanusans,

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.