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Hello,

I am writing to submit a complaint against Ice Casino regarding my verified account (username: nikolasmergo71@gmail.com). On September 3rd, I made three separate deposits of €100 each (Total €300) using my Greek Mastercard, playing with raw cash. After a successful session, my balance reached €1,050, and I requested a withdrawal.

Following my request, the casino asked for proof of travel for Mexico and Poland. I realized that a VPN application, which a friend had installed on my phone to secure my live streaming, was accidentally running in the background and connected to those countries. I am a permanent resident of Greece, and I have absolutely no connection to Mexico or Poland.

I am a loyal and fully verified (KYC) player at Ice Casino for a long time. In fact, I have a clear history of successful transactions, including three previous successful withdrawals to my Greek bank cards:

On May 13th, 2024 (Transaction ID: 90766329-1073-492b-b82c-1a5db21f506b via Greek Visa)

On August 2nd, 2024 (Transaction ID: 623f2eab-81e3-45c4-8601-896cdab9d20f via Greek Visa)

On July 3rd, 2026 (Transaction ID: bdfe6bb0-d1c4-42aa-8aa2-0ba9f7b597ed via Greek Mastercard)

There was absolutely no intention on my part to circumvent any geographical restrictions or abuse any bonuses. I played strictly with raw cash. I sent an honest email to the casino explaining this unintended mistake, but they rejected my explanation, confiscated my €1,050 winnings, and completely blocked my account.

According to fair gambling standards and Casino Guru's policy, VPN usage should not be a reason for confiscating winnings if the player did not use it for fraudulent activities or bonus abuse. Since I am a verified, long-time player playing with raw cash, I kindly request your mediation to help me recover my fair winnings of €1,050. Thank you

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Dear nikolasmergo71,

Thank you very much for submitting your complaint.

To better understand the circumstances surrounding the use of the VPN and the subsequent confiscation of your balance, could you please clarify the following:

• Have you received any further communication from the casino after your initial email explaining the situation?
• Did you accumulate the disputed winnings by playing casino games, slots, sports betting, or a combination of these?
• Did you receive any bonuses or promotional benefits while the VPN was active?
• Could you please provide all relevant communication with the casino regarding the VPN detection, requests for proof of travel, account closure, and confiscation of your balance?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hello mergo71,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru