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

Hello, I have a problem with icebet Casino.. I have sent all the documents they have requested several times and I have never received an email from them, but I have always asked in the chat where my money is and they say that I should have received an email about it, but I haven't and I've been waiting for my money for over a week now, so could you help me how to get my money from the casino?

Dear sallakarjalainen1999,

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

Hello, I have sent pictures of my bank statements for 3 months. In addition, I have sent a selfie of myself and my driver's license, which clearly shows icebetcasino and the date, as well as my driver's license information.

I have also sent pictures of the bank details and a picture of the electricity bill.

I have sent files several times within a week. Last yesterday I sent again.

Is there anything you can do to get my money back? It's absolutely incredible that I've been waiting for over a week and I have to ask all the time where the money is and I still never get it.

Thank you for your reply, sallakarjalainen1999. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, I'll send them by email now.

I sent an email to sa***r@hotmail.com which is attached to the casino

What is the situation with my withdrawals? Can those documents be confirmed or would I receive my money in my account?

Thank you very much sallakarjalainen1999 for your reply. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Hi, okay, so do I need to put documents on Tomas or have you already processed them? How is this going to go so that I can get my money?

Hello sallakarjalainen1999,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite IceBet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello, I can put the statement from the account here if needed and even if I don't need it, or should I send it by email? I want to withdraw the entire €280 to my account.

Dear sallakarjalainen1999,

You do not have to provide any additional documents. Your account has been verified successfully.

You had already applied for withdrawal successfully, and it was processed by financial department.

Your withdrawal request was successfully transferred to your bank account in the amount of 280 EUR.

Please, if you have any questions or difficulties, please contact Live Chat 24/7 or e-mail support@icebet.casino

We are always happy to help you.

Dear IceBet Casino,

Thank you for your prompt action.

Now I would like to ask sallakarjalainen1999, could you please confirm once you have received the payment?

Thank you in advance.

Kind regards,

Tomas

Hello, now I have received the payment in my account. Thank you Tomas for your help.

Dear sallakarjalainen1999,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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,

Tomas