IceCasino - Conta do jogador bloqueada após tentativa de saque.

Hello,

I have registered with IceCasino using a VPN from Canada.

Last week, after making my 6th to 8th deposit, I finally won something and wanted to cash out, so I had to get certified first.

During my deposit, I used a bonus code, but I didn't go into the bonus money. However, I played through it in the end to take the extra 37€ with me.

Last week, I sent all the data/files they need for certification.

Today, I wanted to check the status of the certification and oops - the account has been blocked.

I contacted the support team and they want confirmation that I was in Canada.

What do I do now? Is my 500€ gone, or is there any way I can still try to get it back? 

Best Regards,

Christoph F.

Moin,

Ich hab mich bei icecasino registriert über ein VPN aus Kanada.

Jetzt hatte ich letzte Woche nach meiner 6-8 Einzahlung endlich mal einen Gewinn und wollte diesen auszahlen, also musste ich mich jetzt erstmal zertifizieren.

ich habe bei der Einzahlung einen Bonus Code benutzt, bin aber nicht ins Bonus Geld gekommen, habe ihn aber am Ende durchgespielt um die 37€ noch mitzunehmen.

Habe letzte Woche alle Daten/Datein hingeschickt die sie benötigen zur Zertifizierung.

Heute wollte ich mir den Status der Zertifizierung anschauen und ups: das Konto wurde blockiert.

Ich habe den Support angeschrieben und die wollen eine Bestätigung das ich in Kanada war.

Was mach ich nu ? Sind meine 500€ weg oder kann man da irgendwie noch was versuchen ? 

Mit freundlichen Grüßen

Christoph F.

Dear cfitschen,

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. 

• Was the moment you registered your account the only time you used a VPN?
• Have you used your casino account using a single device from a single location?

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

Yes, I only used a VPN for registration because I apparently couldn't create an account in Germany.

Yes, every time via my mobile phone, via my WiFi from home or via my internet provider via the 5G network.

Ja, ich habe nur für die Registrierung ein VPN benutzt da ich anscheinend in Deutschland keine Account erstellen konnte.

ja jedes mal über mein Mobiltelefon, über mein wlan von zuhause oder über meinen Internet Provider übers 5G Netz.

I checked the website and indeed, when attempting to register on the website it seems that registration from Germany is not permitted:

Please understand that if you purposely used a VPN to circumvent the block set up by the casino, there is little we can do. According to the casino, the use of VPN is prohibited: (https://icecasino.com/en/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 let me know if there are circumstances I overlooked, otherwise your complaint will be rejected.

Dear cfitschen,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.