ICE36 Casino - Player’s struggling to complete account verification.

I have been trying to verify my details with ice36 casino and absolutely no information has been given back to me since I uploaded the required documents. I try contacting customer support but it’s just a bit with no live support. I would like the casino to show me they are a trusted and reliable casino and can help resolve my issue. I have money I would like to withdraw.

Dear conorkilcullen,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

It has been 6 days since I’ve started my verification process and I now actually finally received a response from the casino after 4 days. They’ve said my documents have been verified yet when I try to withdraw they still require the credit card verification but they said it was verified. I emailed them and contacted them 2 days ago and I’m still waiting for some kind of response. They need to up there customer support. I’m still hoping to have this completed in the next week. Is there anything ye could do, for a quicker response from the casino? They’ll surely respond faster to ye

This complaint has now been resolved. I was finally able to get verified. However I have just come across a way bigger issue with this casino company. A much bigger issue.

So I deposited €25 into this casino and even though I didn’t want it was unknowingly given a €25 deposit bonus. With this money I then gambled my way all the way up to €3111.09. Whilst I had issue with this casino in terms of verification and there lack of communication and customer support I finally got the verification sorted. Now the bonus was €25 and the way this casino works is it gave me a certain amount of points to gamble to, the target was 750. And that is what I reached. I met the bonus and the casino had been giving me these points as I was gambling €50,€25,€100, even more valuable bets. Because I had done what the casino required and I had no active bonus which they require to be complete to make a withdrawal. I decided to remove my winnings. Earlier today I then get an email from the casino saying I breached there bonus policy and they voided my withdrawal and winning and gave me €150 as compensation. I don’t know what kind of joke this is to them. Like that’s gonna compensate €3000. They explained the bonus policy to me afterwards. But how come whenever I was gambling the money from my real money balance would always go down but never the bonus balance. Therefore I was gambling with my own money the whole time and I got that €3111 with my own money not the bonus money. I have asked for a better reason and for them to explain to me how that is a breach of policy and that I would be happy to get back the €3111 and do the bonus how they’d like even though as I was gambling they were giving me points for the bonus and how did the computer not pick up on this so called breach? Happily wager what they want for this stupid €25. Imagine losing €3000 because of a €25 bet you didn’t want and didn’t use. Casino guru this is a serious situation and your help is much needed. Ye have an influence here and I will bring this to the required authorities.

In the meantime, if I was anyone. I would never gamble with this site ever.

Logically considering that I had €25 of my own money and €25 of their bonus. Minimum is a 50/50 split so minimum I should get is €1500 but even then that is atrocious

Thank you, conorkilcullen, for the update. We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. Could you please advise if you have ever opted out from receiving promotional offers?

What does that have to do in this case. I was betting what I wanted and made €3000. It’s not my fault ice36 are incompetent. I have to take this case further. Even if I was placing higher bets and it was against there policy, why was the bets being counted towards the wagering requirements. If there is a limit and I exceed it, they should either only count €2.5 towards the requirement, tell me that I am exceeding the limit and tell I’m doing it wrong or don’t count it towards the requirement. Simple resolution. Do ye have any advice on how to take legal action?

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear conorkilcullen,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.