IceCasino - La cuenta del jugador ha sido bloqueada después del rechazo del retiro.

I accessed the casino based on your suggestion.

Of the 600 I played, I didn't win anything.

I decided to only play again once the casino validates my account.

This process took quite a long time.

After receiving the email confirming my account validation, I decided to play again.

On 07/28/2024, I requested the withdrawal of the amount in question.

Today, on 07/29/2024, I received an email from the casino stating that the withdrawal was refused. I don't know the reason.

When I try to access my account, it's blocked!?

Entrei no casino por sugestão vossa.

Joguei 600 dos quais não ganhei nada.

Decidi só voltar a jogar quando o casino verifica se a minha conta.

Situação que levou bastante tempo.

Depois de me enviarem o mail a confirmar a verificaçáo de conta decidi voltar a jogar.

No dia 28/07/2024 pedi o levantamento do valor em causa.

Hoje dia 29/07/2024 recebo um mail do casino a dizer que o levantamento foi recusa. O motivo não sei.

Pois quando vou tentar aceder a minha conta, a mesma esta bloqueada!?

Dear ORSAL243,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

1. Have you collected your winnings with or without an active bonus?

2. Am I correct in understanding that you have completed the full KYC verification process?

3. When was the most recent time you contacted the casino customer support, and what was the nature of the communication?

4. Kindly share the email you received from the casino following the decline of your withdrawal request at veronika.l@casino.guru.

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

Best regards

Veronika

Good morning,

Thank you in advance for your attention to my problem.

I was in a roll over situation but was not using the bonus funds.

When I requested the withdrawal, the platform warned me that I would lose the bonus by withdrawing the funds and I accepted.

The process of verifying my documents was confirmed to me by email by the platform, so I decided I could play again.

I have already sent the reply to the casino's email to your email address.

Please confirm that you received everything correctly.

Thank you for your attention.

Bom dia,

Desde já agradeço a atenção dispensada por vós ao meu problema.

Eu estava numa situação de roll over mas não estava a usar os fundos do bónus.

Ao pedir o levantamento a plataforma avisou que perderia o bónus ao levantar os fundos e eu aceitei.

O processo de verificação dos meus documentos foi me confirmado por mail pela plataforma. daí eu decidir que poderia voltar a jogar.

Já enviei a resposta ao mail do casino para o seu mail.

Confirme se recebeu tudo bem sff.

Obrigado pela vossa atenção.

Dear ORLSAL243

We are afraid you are not completely telling the truth to casino guru representative.

The e-mail briefly explained the casino request:

Kind regards

The representative of casino guru has in his possession the same justification given by ice casino and also my reply to your e-mail.

O representante do casino guru tem em seu poder essa mesma justificação dado pelo ice casino e também a minha resposta ao vosso mail.

Thank you, dear Ice Casino representative, for getting in touch with us and providing us with a detailed explanation of the player's problem.

Dear ORLSAL243,

Thank you for your email. I have checked the IceCasino's Terms and Conditions and this is what I found:

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.

The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.

While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.

Best regards

Veronika