IceCasino - Pelaajan kotiuttaminen on estetty vahvistusongelmien vuoksi.

Hello everyone, i have problems with the Ice Casino. When i made my first deposit and i made some money i decided to widraw them. The amount ia 45 euro wich is not so much money at all. I made the widraw and process started. In the beginning every chat person said oh don't worry it will take 1-2 days you don't need verification. And after the second day they blocked my widraw and started asking for verification. I made all of the following and everything was successful and they started asking for more information. From were im getting my money or more photos of my bank card which i provided. When i asked what's happening they said it will take couple of hours to a day. So all the problems begin. I can't widraw my money and on top of that they doesn't want to verify my account even after providing all the information. And always the same answer: we are honest casino

Dear aalexandrov9207,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Did you deposit using a payment method registered in your name?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

About your first question: i provided all needed information: id, bank statement, proof of address, bank card details. And they said: great you are verified.

And yes the card that i made the deposit is the same card that i used to verify the account. And after the second try to widraw the money they started asking for more documents. Wich i don't think they need actually. They just try to hold the money

And I don't have active bonus on my money. So everything is clear to widraw.

Hello

We'd like to explain the delay in verification.

It appears the player had a second account - a.alexand***9207@gnail.com

The casino blocked the duplicating one and verified the main one.

Transaction was approved.

Regards

I have only one account.

Never had second account.

And non of your chat support told me about that.

Actually they didn't provided any relevant information.

I will wait to see if everything will be okey with my account.

Dear aalexandrov9207

Please kindly confirm you received your winnings at 20.01.2025 13:56:21 (UTC)

Regards

Dear aalexandrov9207,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.