IceCasino - El jugador fue acusado de enmascarar su IP durante el juego.

Hello. I need help to recover money that was left in my ice casino account.

I had created an account, I was playing, then I was on vacation for 10 days in Brazil and I played one night from there. I don't understand much about ip and those things, so I didn't understand that I was doing something wrong... upon my return from vacation, I was playing in my hometown from which I had already played and generated said account, and after a few days, waiting for a withdrawal of profits of around the indicated amount, I try to access my account and I find myself blocked. I made the necessary claims repeatedly. Sir, they asked me for documents indicating that I was in Brazil. I delivered several among them my entry and exit to Brazil through customs, but it has already been around 20 to 30 days and I never received even an email. For what I think so much waiting is wrong and I want to claim the return of my money.

Thank you.

I hope your help.

Hola. Necesito ayuda para recuperar dinero que quedo en mi cuenta de ice casino.

Habia generado una cuenta, estuve jugando, luego estuve 10 dias de vacaciones en brasil y jugue alguna noche desde alla. No entiendo mucho de ip y esos temas por lo que no entendi que estaba haciendo algo indebido.. a mi regreso de las vacaciones, estuve jugando en mi ciudad natal desde la que ya habia jugado y generado dicha cuenta, y al pasar unos dias, esperando un retiro de ganancias de alrededor el monto indicado, intento ingresar a mi cuenta y me encuentro bloqueado. Hoce los reclamos necesatios en reiteradas ocasiones. Sr me solicitaban documentos que indicaran que estuve en brasil. Entregue varios entre ellos mi entrada y salidad a brasil por aduana, perp ya ha pasado alrededor de 20 a 30 dias y nunca recibi ni siquiera un mail. Por lo que me parece mal tanta espera y quiero hacer el reclamo de la devolucion de mi dinero.

Gracias.

Espero su ayuda.

Dear marcosplanisich,

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

I believe the casino is referring to the following rule in its 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 allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand you submitted proof you made purchases in Brazil during your vacation approximately at the same time you as you played in the casino? Has the casino requested any other type of proof from you about your stay in Brazil?

Have you accumulated your winnings with or without an active bonus?

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.

I understand why I have been blocked. I understand that they are also correct, but I responded to the situation and delivered documents that prove that I was in Brazil for 10 days. I don't understand how an ip is hidden... I just connected to the Wi-Fi of the residence where I was and played for a while. That's all. The casino asked me for a document from the hotel, my trip was made by car, the rental of the residence if it was made for a transfer of an amount to a private person by western union, proof that it is not in my name so it does not make sense. But if I present my customs pass from the moment I returned from Brazil, and I have returned to play from my house where I always did. I think it is confirmed. Your measure seems fine to me, but after providing the documentation I never received any response. I had to resubmit my complaint so that they always give me the same answer, which was that the documentation had already been sent to the corresponding department and that I was on the waiting list to be reviewed. But it's been between 20 to 25 days at least. So I know I need your help. If they don't want to admit me, that's fine, it's their decision, but present the evidence to solve the problem, for which I request that they return my money. Thank you

Hola Tomas.

Entiendo el por que se me ha bloqueado. Comprendo que tambien estan en lo correcto pero respondi a la situacion y entregue documentos que prueben que estuve durante 10 dias en brasil. No entiendo como se esconde una ip..yo simplemente me conecte al wifi de la residencia donde estuve y jugue un rato. Solo eso. El casino me solicito documento del hotel, mi viaje se realizo en auto, el alquiler de la residencia si hizo por una transferencia de un monto a una persona particular por wester union, comprobante que no esta a mi nombre por lo que no tiene sentido. Pero si les presente mi pase aduanero del momento en que volvi de brasil, y he vuelto a jugar desde mi casa donde lo hacia siempre. Creo que queda constatado. Me parece bien su medida, pero luego de proporcionarle la documentacion nunca recibi respuesta alguna. Tenia que volver a presentar mi queja para que siempre me den la misma respuesta, que era que ya se habia mandado la documentacion al departamento correspondiente y que estaba en lista de espera de ser revisado. Pero han pasado entre 20 a 25 dias la menos. Por lo que conaidero que necesito su ayuda. Si no lquieren admitirme esta bien es su decision, pero presente las pruebas para solucionar el inconveniente por lo que solicito me devuelvan mi dinero. Gracias

Dear marcosplanisich

Tour account is unlocked, feel free to use IceCasino services.

Regards

Thank you! Greetings

Gracias! Saludos

Dear marcosplanisich,

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 and IceCasino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru