IceCasino - A conta do jogador foi encerrada devido ao uso de VPN.

They say I used Vpn and blocked the account with a balance of 506€. I have already made deposits and withdrawals of lesser value after the date indicated by the casino in question after the date they say I used the VPN.

Dizem que eu utilizei Vpn e bloquearam a conta com saldo 506€. Já fiz depósitos e levantamentos de menor valor depois da data indicada pelo casino em questão depois da data que dizem que utilizei o VPN.

Dear Leandrogms_1,

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

To better understand your situation and assist you effectively, could you please provide us with more details by answering the following questions:

• What specific date does the casino claim you used the VPN?
• Have you contacted the casino directly about this issue? If so, what was their response?
• Do you have any other relevant information that may help us understand your case better?

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to ensure that your case is handled appropriately and fairly.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

The day they indicate 05/14/2025

On the 29th I contacted the casino via customer support

Thank you for waiting, your account has been blocked due to a request for proof of residence in Austria (2025-05-14). You can upload a document confirming your residence in Austria to . It is important that the message is sent from the email address specified on the blocked account.

12:43

On 30/05/2025 I got this reply

Your account can be unblocked after the balance has been deducted, do you agree with this?

11:35

By how much?

11:35

In other words, the entire balance.

11:35

I'm going to run out of balance

11:36

I understand, but you have violated the rules of the site and the administration is willing to unblock your account in exchange for the cancellation of the balance.

11:37

I need an answer if you agree to this?

Of course I didn't accept it, I have proof of having made deposits and withdrawals after the date in question. Thank you

O dia que eles indicam 14/05/2025

No dia 29 entrei em contato com o casino através do apoio ao cliente

Obrigado por esperar, a sua conta foi bloqueada devido a um pedido de comprovativo de residência na Áustria (2025-05-14). Pode carregar um documento que confirme a sua residência na Áustria para support@icecasino.com. É importante que a mensagem seja enviada a partir do endereço de correio eletrónico especificado na conta bloqueada.

12:43

No dia 30/05/2025 obtive esta resposta

A sua conta pode ser desbloqueada após a dedução do saldo, concorda com isto?

11:35

Para quanto?

11:35

Ou seja, todo o balanço.

11:35

Vou ficar sem saldo

11:36

Compreendo-o, mas violou as regras do sítio e a administração está disposta a desbloquear a sua conta em troca da anulação do saldo.

11:37

Preciso de uma resposta se concordas com isso?

Claro que não aceitei, tenho provas de ter feito depósitos e levantamentos depois da data em questão. Obrigado

Greetings,

The player may continue using the services.

Regards

Good morning, my situation has been resolved and I would like to thank you for your commitment. Thank you very much

Bom dia, a minha situação está resolvida e queria agradecer o vosso empenho. Muito obrigado

Dear Leandrogms_1,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru