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when I wanted to withdraw my winnings my account was blocked

Hello Elody,

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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

My account has been verified since registration for a couple of years now. I have already received payouts a few times without a hitch. But this time the amount was probably too much.

I was asked for additional information, which I also sent.

"To complete the verification procedure, please upload the following data:

- Bank statements, cards and pay slips to confirm the source of funds/wealth. The statement must be no older than 12 months and contain the user's first and last name."

I looked at the other cases to understand what was wrong. Maybe it's random VPN usage in the background

Sometimes I have a vpn on to follow the news in other countries on twitter (x) and also to expand the music selection of spotify, as both of these services offer content based on location. I play Icecasino both from a computer and a phone. And from the phone the ip address will always be different. The main thing is my email and password, or my account, which has been unchanged since registration. But it doesn't change the fact that just because it's 5000 K as a win you find a reason not to pay me. Previously, I received 300 euros without any problems and under the same conditions.

Nolimitcity games is also available in Latvia. The use of VPN in the online casino is not necessary either when registering or playing. It was a coincidence and I don't know if it can affect anything because I played from my verified account much longer than I used vpn for twitter and spotify services in backgound.

The last time I asked in the chat to see if my documents are in order. The next morning my account was blocked. There is no response to the email either.

I play with real money. The allocated bonus after the deposit remained unused because there were several big wins.

.

Dear Elody

Have you spoken to live support after your account got blocked? Did they tell you the reason?

Thank you!

my suspicions have been confirmed, i had vpn on while playing. I really didn't know that it changed anything because there was no notification that I shouldn't continue playing.

" You should provide proof of the game from the Czech Republic. It can be plane or bus tickets, a receipt from a hotel, a stamp in a passport, etc" .

"First, we need to wait for the administration's decision. And everything depends on the decision there."

yesterday I failed to start a chat, but today I managed to ask questions.

I received the following reply today

"Thank you for waiting. Removing the block of your account is possible only upon the condition that your real balance will be voided.

We are ready to save you 350 EUR as a loyalty gesture. May I know what your decision is?"

I believe that this is not a fair offer, because I had 5800 euros in my account. I left 800 euros in the games for them and I want to withdraw 5000. I have reached level 42. I've been playing for 2 years and I don't think I should lose my winnings because of a stupid mistake.

Such situation is a very unpleasant experience. I feel robbed.

I think that as a loyal customer, this is too harsh a punishment for unknowingly using a vpn, which in principle did not affect the amount of winnings in any way.

Looking into the whole VPN thing, it turns out there are also VPN safe casinos.

https://www.techopedia.com/cryptocurrency/vpn-friendly-casinos

But for me, using a VPN was out of the question. So their argument is not enough to take away my money.

"The players can use VPN to play from forbidden countries and play the forbidden game providers.

That's why we do not allow using VPN on our site."

But I'm not playing a banned game or from a banned country. Please consider it.

I read in the discussions that other casinos, for example, allow VPN.

Since it is not a crime worth 5000 euros

it's just a reservation to keep the funds for yourself

unfortunately, that's exactly what it looks like

so I dispute decision

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.

 If you say that you reserve the right to do something, you mean that you will do it if you feel that it is necessary.

To reserve the right means to inform a party to an agreement that the reserving party has the legal right to do, or not do, something.

When you have to take money from the client with VPN on, the right to block the account is not used, but when you have to pay money, suddenly the right must be applied.

It's an unfair double standard.

Before, the casino paid 1000 euros even with all the accidentally left VPN, because I did not pay attention to it, and I had no need to use it to bypass the casino rules, because the games are available to me in the same way, but at 5000 euros the complaints started.

The casino's actions in this situation are controversial. On the one hand, their rules clearly state that using a VPN is prohibited, and they have the right to confiscate winnings and close the accounts of players who break the rules. On the other hand, the fact that they have previously allowed payouts if a VPN has been used gives the impression that the rules are not strictly enforced. This creates a sense of inequality and suggests that the decision to confiscate and close an account might be based on other factors, such as the amount of winnings, rather than strict adherence to the rules.

It is important to remember that casinos are businesses trying to make a profit. They can use their terms and conditions in a way that maximizes profits, even if it means treating players unfairly.

If the casino allows players from restricted countries or with VPN turned on to deposit and play, they must also cash out their winnings.

Dear IceCasino,

Did the player ever use VPN before? How did it effect any outcome of his game play - did he get any advantage by using VPN?

Hello

The player may continue using the services.

Kind regards

Hello Elody,

Can you please confirm the casino's post? Is the issue resolved?

Hi!

The account is unlocked with all 5000 euros. Since they have different rules for spending amounts, I made 4 payment requests on 18.04.

500,1000, 50 and 450.

I received 50 and 450 euros today. I will request the rest today for small amounts and wait for next week

Hello Elody,

As your initial issue was that your account was blocked, do you wish to close the complaint as resolved or wait out the withdrawals?

Dear Casino Guru Team,

I am writing to express my deepest gratitude for your invaluable work on other complaints. Thanks to your thorough research and objective information, I was able to better understand my complex situation and receive much-needed support.

By reading other players' experiences on your platform, I gained the courage to reach out to you with my own case. Your professional assistance and valuable advice allowed me to resolve my issue with the casino and recover my winnings.

I am truly grateful for your selfless work in fighting for a fair gaming environment in the online casino industry. Your platform is an indispensable key to fair play and a just outcome.

Thank you from the bottom of my heart for all that you do!

Complaint is resolved!

Dear Elody,

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