IceCasino - La cuenta del jugador se bloqueó durante la verificación en medio del proceso de retiro.

Hello,

I had won 30,000€ at ICEcasino and then still had 25,000€ remaining, which I wanted to withdraw. I was in the process of verifying my account, and all I needed to do was send a picture of me holding my credit card and ID. After I took the picture, sent it, and then waited 16 hours, I tried to log in and received an error message stating that I've been blocked.

I was quite satisfied with ICECasino up until now, as they offer a good live chat feature and generally seemed reliable. However, I cannot explain this action. I haven't even been given a reason or informed as to why I've been locked out. I can guarantee that I did not create additional accounts on the site. I'm disappointed because of course it was a significant win, but I still hope that ICEcasino will rectify their mistake with the block.

Hallo,

ich hab bei ICEcasino 30000€ gewonnen und hatte dann 25000€ noch drauf die ich auszahlen wollte, ich war mich am verifizieren und es fehlte nur noch ein Bild von mir und meiner Kreditkarte und meiner ID in der Hand. Nachdem ich ein Bild gemacht hab und es gesendet hab und 16 Stunden warten wollte ich mich anmelden und es kam eine Fehlermeldung dass ich blockiert bin.

War soweit mit ICECasino zufrieden, weil die wirklichen einen guten Live Chat anbieten und sonst mir seriös rüber kamen, aber die Aktion kann ich mir nicht erklären, ich hab ja nicht mal einen Grund bekommen oder wurde informiert weshalb ich gesperrt bin, ich kann garantieren keine weiteren Accounts auf der Seite erstellt zu haben. Ich bin enttäuscht weil es natürlich ein hoher Gewinn war, aber hoffe trotzdem dass das icecasino den Fehler mit dem blockieren behebt.

Dear Tury50,

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, betting on sports)
• Did you achieve your current balance with the help of a bonus? 
• Have you contacted the casino and asked for an explanation?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

So I reached the live chat and they wanted proof from me that I was in Poland at the time of registration, the time of registration was February 2nd and my account was blocked yesterday on March 5th after I won €25,000 on March 3rd.

I played Sweet Bonanza and bought several free spins and I didn't use a bonus code or any other bonus.

So at the time of winning I was in Germany, I played normally and a month later I had to prove that I was in Poland at the time of registration. They are doing everything possible to stop me from paying out. As an example, if I just cross the border into a small market, how should I prove or prove that? No casino has ever asked for this before.

Thank you very much for the help, I will send screenshots via email.

Also ich habe den live Chat erreicht bekommen und die wollten von mir einen Nachweis dass ich zum Zeitpunkt der Registrierung in Polen war, der Zeitpunkt der Registrierung war der 02.02 und mein Konto wurde gestern zum 05.03 gesperrt nachdem ich am 03.03 25000€ gewonnen hab.

Ich hab Sweet Bonanza gespielt und mehrere Freispiele gekauft und ich habe keinen Bonus Code verwendet oder sonstige Prämie.

Also zum Zeitpunkt des Gewinns war ich in Deutschland ich habe ganz normal gespielt und soll ein Monat später nachweisen dass ich zum Zeitpunkt der Registrierung in Polen war. Die tun alles mögliche um mich von der Auszahlung abzuhalten. Als Beispiel wenn ich aber mal eben kurz über die Grenze bin auf einen kleinen Markt, wie soll ich das belegen oder beweisen? Das hat bis jetzt noch nie ein Casino gefordert.

vielen Dank für die Hilfe, Screenshots lasse ich per email zu kommen.

I apologize for the late reply.

Have you been physically in Poland when you registered an account in the casino?

Have you registered your account using accurate personal information?

Is your personal information filled out in your casino profile?

Yes, I was in Poland at the time of registration and also registered with my real data.

I sent all the documents for verification to ICECasino, I'm waiting for a few days off, then I'll try to meet the real estate agent so that he can prove to me that I was there to view the apartment.

Ja ich war zum Zeitpunkt der Registrierung in Polen und habe mich auch mit meinen echten Daten registriert.

Alle Unterlagen zur Verifizierung habe ich ICECasino zukommen lassen, ich warte auf paar freie Tage, dann Versuch ich den Immobilien Makler zu treffen, dass er mir dann nachweist dass ich zur Wohnungsbesichtigung mich dort befand.

Dear Tury50,

Were your attempts to resolve the issue successful?

I'll await news from you.

I have now uploaded the rental agreement and am waiting for verification from ICECasino.

Ich hab jetzt den Mietvertrag hochgeladen und warte auf eine Verifikation von ICECasino.

Please let me know when you receive any reply from the casino, or when there is any update regarding your verification and withdrawal.

I uploaded an official rental agreement and it was not accepted, ICECasino won't pay me my money. I have to provide other proof, but what is more official than a rental agreement?

Ich hab ein offiziellen Mietvertrag hochgeladen, und er wurde nicht anerkannt, ICECasino will mir mein Geld nicht auszahlen. Ich soll einen anderen Nachweis vorlegen, aber was ist den offizieller als ein Mietvertrag?

Thank you very much, Tury50, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Tury50,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite IceCasino to join the conversation and contribute to the resolution of this complaint.

yes that would be fine thank you very much

ja Das wäre in Ordnung vielen dank

Hello Peter,

The player uploaded the lease agreement filled out by hand without stamps or any other official signatures. A more significant document will be needed as proof. Also, we'd like the player to explain how the lease agreement dated 02/01/2024 explains his only authorization from Poland 02/02/2024 00:32:10, and after 10 hours and so far the only authorizations come from Germany.

Since Icecasino does not accept new players from Germany, we assume the player used VPN to create the account.

Regards

Thank you IceCasino team for the update.

Dear Tury50,

Could you please explain? Is there another document you can provide?

I uploaded a rental agreement, that should be proof enough. Unfortunately I don't have any other documents that I can show, but it's about the time of registration, that was February 2nd, I won on March 3rd, so I would understand what Ice Casino is doing if it was at the time of the win, but I have to prove something from the past, which doesn't make sense. There were also signatures on the rental agreement.

Ich habe einen Mietvertrag hochgeladen, das sollte doch Beweis genug sein. hab leider kein weiteres Dokument was ich vorzeigen kann, aber es geht um den Zeitpunkt der Registrierung, das war der 02 Februar, gewonnen habe ich am 03 März, also was ice Casino macht würde ich verstehen würde es zum Zeitpunkt des Gewinns gehen, aber ich soll etwas aus der Vergangenheit nachweisen was kein Sinn macht. Außerdem waren auf dem Mietvertrag Unterschriften drauf.

Dear Tury50,

Let me ask you a question. Do you live in Germany long-term? Secondly, if you lived in Poland before, you should have many more documents to prove your address than a hand -written lease agreement, correct? And lastly, our records suggest that you were using a VPN service. If this is the case, I'm afraid, I won't be able to help you.

I was in Poland for a short time, it's a short-term rental contract, of short duration, because I was there to view an apartment. I've lived in Germany all my life, and Poland is a neighboring country, so all registrations after that were in Germany. I can understand ICE Casino, but why can I deposit €1000 beforehand without any problems, but as soon as I win there's a drama. I would also be happy with €5000 at this point, because I'm sick of writing back and forth.

Ich war kurzzeitig in Polen, es ist ein Kurzzeitmietvertrag, von kurzer dauer, weil ich für eine Wohnungsbesichtigung dort war. Ich lebe in Deutschland mein Leben lang, und Polen ist ein angrenzendes Land deswegen waren alle Anmeldungen danach in Deutschland. Ich kann ICE Casino verstehen, aber wieso kann ich denn vorher ohne Probleme 1000€ einzahlen aber sobald ich gewinne wird ein Drama gemacht. Ich wäre auch zu diesem Zeitpunkt mit 5000€ einverstanden, weil ich es satt habe hin und her zu schreiben.

Dear Tury50,

I'm afraid I won't be able to help you with this one. Germany is a restricted country and the casino has an active block for German IPs. Since you haven't been living in Poland long-term and therefore can't finish the verification process of your account, there's nothing we can do. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the Antillephone gaming authority (https://casino.guru/licensing-authorities/curacao-license-3) for further help. I wish I could be of more help.

Best regards,

Peter

We’ve reopened this complaint at the request of Tury50. We are changing the status of the complaint to "resolved" as the player and the casino agreed on a settlement.

Here's the message from the player:

"I was able to come to an agreement with ICE Casino, I will continue to play at ICE Casino and can only recommend the casino, despite difficulties at the beginning, which are partly my fault.

Thank you very much Peter and thank you ICE Casino"