The player from Thailand is highly disappointed with time-consuming KYC procedure. Player’s complaint has been resolved successfully.
ICE36 Casino - Player’s criticizing lengthy verification process.
Amount: €273.27
ICE36 Casino
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
The verification is not complete even after 10 days of registration. Two documents are required for verification (passport and address).
I do not know what is missing. I uploaded a copy of the passport as well as 3 different proofs of the address (rental contract, electricity bill and personal data of the DKB Bank). The address can be seen in the rental agreement and the bank details. In Thailand, the electricity bill only contains the house number, but not the tenant. The residential address cannot be entered correctly in the personal data on the ICE36 website, as the system does not accept the house number 90/77! That's why I entered the house number 90-77, which is accepted. ICE36 could not tell me until today why it failed. The process is in progress. I've been playing in the live casino for 10 days now. The deposit was accepted without verification, but verification is not completed and therefore withdrawals to my account are not possible. In the meantime, my real money balance is EUR 273.27. I have communicated with ICE36 several times, but I am permanently defiled with "the process is being processed"!
Automatic translation:
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3 years ago
Dear benenobi,
Thank you very much for submitting your complaint. 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 takes KYC lightly.
Do I understand correctly that you haven’t received any clarification from the casino about what caused the delay?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Yes, you understand that correctly. When I asked several times about the status of the verification, I was only reassured that the process was being processed and that I would have to be patient. Perhaps it is because I have already won around EURO 220 since registering and would like to make a withdrawal, but without verification, a withdrawal is not possible!
I have already attached the emails from me with an answer from ICE36 to the complaint.
Thank you for taking care of it.
MfG Bernt N ***
Edited by a Casino Guru admin
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3 years ago
Translation
Dear Casino Guru Team,
Since today the ICE36 verification has been successfully completed and you do not have to continue working!
Thank you for your support!
Kind regards
Bernt N ***
Edited by a Casino Guru admin
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3 years ago
Do I understand correctly that the verification has been successfully completed now?
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3 years ago
Thank you very much, benenobi, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or you'd prefer to keep it opened until you'll receive your withdrawal? Thank you in advance for your reply.
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3 years ago
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Yes, you are welcome to leave the complaint open until I can make a payout!
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3 years ago
Hello benenobi,
Have there been any developments since our last conversation?
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3 years ago
Translation
Hello Petronela,
I apologize for not answering yet.
First of all, yes, I was able to make a payout successfully!
But not without further problems.
A bonus was automatically activated on the first deposit.
I ignored this or did not see it because these bonuses were not added directly to the deposit balance. I ONLY play live casino and no slot machines. In order to meet the redemption conditions for the bonuses, you have to wager 30 times the bonus balance with the slot machines.
But after I played live casino and had not noticed the bonus, my winnings in the live casino or the stakes in the live casino to achieve the redemption points were not taken into account.
I had already won around EUR 200 in the live casino. As long as a bonus is active, no withdrawals can be made (I am aware of this). In the bonus conditions it is mentioned that the bonus can be canceled by the support. After not reading it, my live casino promotions were useless.
I had to meet the redemption conditions by betting on slot machines, otherwise the winnings would be deducted with active bonuses and a desired payout.
So I was forced to play slot machines until I finally lost the winnings. As I said, I only play live casino and never slot machines! I have no idea about slot machines!
My winnings in the live casino were lost again, but the bonus conditions were still not met. I asked the support to deactivate the bonus via live chat. This was deactivated by the support (after 3 attempts) and my account balance was reset except for the first deposit amount!
I was finally able to make a successful withdrawal.
The payout duration was acceptable with 3 days.
My suggestion for ICE36:
- The player must be able to activate or deactivate bonuses himself, as is the case with other providers (e.g. bwin, Vulkan Vegas, 888.casino, etc.)!
- It should also be clear from a list which games belong to the achievement of the redemption conditions.
With ICE36, the bonus is only visible when you start a selected game (slot) in which you can collect redemption points! That means you cannot collect redemption points on ALL slot machines.
With these two measures there would certainly be fewer problems or even not occur at all!
But maybe you don't want this transparency at all ?!
You can finally complete the process.
I do not find the good rating for ICE36 justified on your part!
Sincerely yours
Bernt N ***
Edited by a Casino Guru admin
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3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, benenobi, for your feedback and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Meanwhile, if you wish to learn more about how we review online casinos, please check the following article: https://casino.guru/our-casino-reviews. I hope it’ll help to comprehend the whole process.
Best regards,
Petronela
Casino.Guru
