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

I have sent them what I have from data and they are still bothering me until they asked for a selfie with the ID !!!!

Dear tagkik,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I have sent a statement from my selfie account holding my identity bank account iban bic .... I have opened accounts in many companies I have not encountered such a problem anywhere ... They are unacceptable ... In a little while they will ask me to go from there himself 😛

They asked me for a photo from their internet banking, I just sent the details are in my mother's name because we are 2 people in the account, I am waiting for their answer ....

Thank you for your reply, tagkik. So let's wait and hope for good news. Please, keep us updated so we can proceed with this complaint accordingly. Thank you in advance.

I just went to log in to my account and it says disabled by administrator ...

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

I contacted them via live chat and they told me that it was done until the account was verified but they never sent me an email to inform me that they closed the account ..... I think it is final ....

Do I understand correctly that €275 (dispute value) is being held in your account? Have you accumulated these winnings with or without an active bonus, please?

274 and what is it exactly? I also sent them the id of the second beneficiary but I haven't received a reply... Now they have all the supporting documents but they haven't opened my account yet... It is without an active bonus

Thank you very much tagkik for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello tagkik,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite IceBet Casino to join the conversation and participate in the resolution of this complaint.

Dear IceBet Casino,

Can you please provide an update on the status of the player's account/verification?

Kind regards,

Adam

The account GR44*****4933 895 is the second one I sent you because I couldn't make a withdrawal to the first one which is NBG GR060***9149 from which I have made deposits on your page and I have sent you all the necessary details as well and the identity of my mother, who is a joint beneficiary... you have all the information to verify the national bank account and you continue to ask me for information from the second one......

Dear IceBet Casino,

Thank you for your response. The player states that they have sent all requested documents, has everything been received? Are documents for both accounts required?

Kind regards,

Adam

Dear Adam.

To complete the player's account verification, he should provide all the documents requested by the financial department.

Currently, the financial department has not received any of the documents from the player mentioned above.

If you have any additional questions, we will be glad to help you.

I have sent everything yesterday, I also sent the details for the second account... You are the only company I have a problem with......

Dear IceBet Casino,

Thank you for your response. The player states that all documents have now been sent, could you please confirm receipt of these, and that all are sufficient?

Kind regards,

Adam

Dear tagkik,

The information on your account has been double-checked.

The requested documents have been successfully received by the financial department.

Since you have been using two bank accounts your account has been additionally checked by the Risk Department.

On the 20th of July, your account was successfully verified by the Casino Risk Department and was successfully verified. 

You have been notified by email that your account has been successfully verified and has been opened.

Your request for withdrawal will be processed according to the rules of the casino within 24 hours after verification of your account.

If you have any further questions, we are always happy to help you.

Verification was done via skype today thank you so much for your page guys it really helped me!!!! Be well!!!

Thank you very much for the update IceBet Casino.

Dear tagkik,

I am glad to hear that you have successfully completed the verification process. Can I ask if you now consider the matter closed, or would you prefer to keep the complaint open until your withdrawal has been received?

Kind regards,

Adam

The money has been credited to my account..You can close it thanks a lot!

Thank you for the information, tagkik.

I am glad to hear that you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. 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.

Kind regards,

Adam