IceCasino - La cuenta del jugador se cerró durante el proceso de retiro.

I initiated a withdrawal of 2500 euros from my verified account, and they kept asking me to send more documents. As a result, they closed my account the following day without giving any reasons.

εκανα αναληψη 2500 ευρω με πιστοποιημενο λογαριασμο και ολη την ωρα μου εστελνα για να στειλει και αλλα αρχεια με αποτελεσμα τηνβ επομενη μερα να μου κλεισουν τον λογαριασμο χωρις κανενα λογο

Dear dimitriskapsa,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with IceCasino. Please understand that the casinos are eligible to request any additional documents for verification if needed.

Could you please advise which documents were you asked to provide?

Have you provided all the additional verification documents on time and in the correct format?

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

I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I had sent all the documents correctly and they had confirmed the documents.

Είχα στείλει όλα τα έγγραφα σωστά και μου είχαν επιβεβαίωση τα έγγραφα.

Dear dimitriskapsa

According to our records, the account is not blocked now, since you agreed to the proposed terms.

Regards

Terms that work according to the interest because I was playing with a VPN and I had already made withdrawals after a large amount of winning you decided that I have violated the term

Όροι οι οποίοι λειτουργούν ανάλογα το συμφέρον επειδή έπαιζα με VPN και είχα κάνει ήδη αναλήψεις ύστερα από ένα μεγάλο ποσό νίκης αποφασίσατε ότι έχω παραβεί τον όρο

Dear dimitriskapsa, according to the IceCasino's 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.

Did you use a VPN to access the account?

Have you discussed the matter with the casino and you are now able to access your account?

Please let me know if there is anything else I can assist you with, or we may close this complaint.

Dear dimitriskapsa,

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.