The player from Brazil had requested a withdrawal less than two weeks prior to submitting the complaint. His money hadn't been received yet. The Complaints Team had advised the player to wait at least 14 days after requesting the withdrawal before submitting a complaint, as delays could have been due to unfinished KYC verification or a high volume of withdrawal requests. The team had extended the complaint's timer by 7 days for the player's response, but no response was received. As a result, we were unable to investigate further and had to reject the complaint.
IceBet Casino - Player believes that their withdrawal has been delayed.
Amount: 1,205 R$
IceBet Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
The Icebet casino implements a bizarre minimum two-step KYC verification process that is unusual compared to other casinos.
It includes taking selfies with the casino in the background, numerous photos with ID, and is only a step away from asking for a photo of the entire family. Truly bizarre.
After going through the KYC, they take their time to payout winnings. Since September 28th, my withdrawal has been pending and their support simply makes excuses.
Automatic translation:
Public
Public
1 year ago
Dear pauloalves748,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
