IceCasino - La cuenta del jugador se cerró injustamente durante los giros gratis.

The casino unjustly locked my account in the middle of a game during free spins.

Das Casino hat ohne Grund mein Konto währen eines Spiels mitten im Freispielen Blockiert.

Dear Lumar766,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify the dispute value (€25,000)?
• Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,

Kristina

I've got more

ich habe mehr

Hello, Lumar766

According to T&Cs it is strictly prohibited to use VPN services:

"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."

Would you kindly provide the proof of gameplay from Romania?

Thank you for cooperation!

Regards

I am still in Romania, never used a VPN

Ich bin jetzt noch in Rumänien, habe nie eine VPN benutzt

That was in Romania

Das war in Rumänien

Hello, is there anything new in my case???

Hallo, gibt's was neues in meinem Fall ???

Dear Lumar766

Please kindly provide to support the requested proofs and the account will be unblocked in no time.

Kind regards

What evidence? What do you need?

Welche Nachweise ? Was brauchen Sie ?

Dear Lumar766

Can you kindly explain how at 16.07.2024 04:27:10 (UTC) you were authorized from Austria, and at 16.07.2024 05:26:37 (UTC) from Romania?

Thank you!

Regards

If I am logged in via the mobile network, the access data from my mobile provider will probably be displayed, and via Wi-Fi the access data from Romania, there are no others, I am still logged in via mobile.

Wenn Ich über das mobile netzwerk angemeldet bin werden warscheinlich die zugangsdaten von meinem mobilfunkanbieter angezeigt, und über W-lan die zugangsdaten aus Rumänien, andere gibt es nicht, ich bin jetzt noch in Rumänien, über mobilfunk angemeldet.

I've been in Romania since July 13th and I couldn't log in from Austria? How? I'm always logged in with the same cell phone.

seit 13.07 bin ich in Rumänien ich konnte mich nicht aus Österreich anmelden ? Wie ? Bin immer mit dem gleichen Handy angemeldet.

Ice Casino wants to unlock my account but withdraw my winnings, this is a disgrace and a scam

Ice Casino will mein Konto entsperren aber mein Gewinn abbuchen, das ist eine frechheit und betrug

Is there any news about my account?

Gibt es was neues über mein Konto ?

Hello everyone,

Thank you both for your replies.

Lumar766, do I understand correctly that you were in Romania when you accumulated these winnings? Could you please prove that you indeed are/were in Romania?

Of course I can prove

Klar kann ich beweisen

Here is a Romanian vignette for my car

Hier ist eine Rumänische Vignette für mein Auto

Dear Lumar766

Any chance you could provide a proof of using the two different networks (within the approximately same time), that will show different IPs (countries) ?

Regards

I am already in Austria, if you can tell me how I can do this?

Ich bin schon in Österreich, wenn Sie mir sagen können, wie ich das machen kann ?

Dear Lumar766

As you stated, you have two SIM cards.

You may activate the Romanian one and show your IP (GEO location), then activate wifi/Austrian sim card and show the IP.

Also, proof of the ownership of the Romanian sim card would be a plus.

Regards

I have it in a mobile w-lan modem



die habe ich in einem mobilen w-lan modem

an Orange SIM card from Romania

eine Orange Sim Karte aus Rumänien

Hello, you may continue using the services.

Regards

Dear IceCasino,

Thank you very much for your help and reconsideration of this case.

Lumar766, can we now consider this case resolved?

Yes, it's done. Thank you

Ja, es hat sich erledigt. Danke

Dear Lumar766,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru