IceCasino - Акаунтът на играча е блокиран.

Hello i wanted to withdraw 900€, I did 2x 450€ withdrawals.

Next day i can’t log in to my account, it says "user is blocked"

I texted support workers about this, and they said that I need proves from germany, because "someone playing with my account from germany". By the way: when i did KYC i filled every form with documents from Lithuania, and now they want some of proves from germany.

Could someone help me to get back my account and money?

Dear Sad-7,

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 confirm that you didn't use a VPN or other software to alter your location while playing at this casino?

Do I understand correctly that your account has been verified?

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,

Kristina

I surely didn’t use any vpn change

Yes my account was verified

Without bonus

Hello

The player may continue using the services. It is highly recommended to be careful with VPN.

Kind regards

Hello everyone,

Thank you both for your replies.

Sad-7, can we now consider this case resolved, please? Or is there anything else we could assist you with?

Dear Sad-7,

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.