The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceBet Casino - Player’s struggling to complete account verification.
Amount: €600
IceBet Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
Hello. I registered with Icebet over a month ago and verified as offered on the website.
I then won and wanted to withdraw (05/04/2023). Since then, the payment has been delayed, new things are always being requested, sometimes the same things that have already been sent. Thousands of selfies with ID and various documents on it at the same time or with the website in the background. In addition to these obscure requirements, a front and back copy of my bank card and additional bank statements.
The casino willfully delays the payout. Unfortunately I have to assume that the casino are scammers.
Automatic translation:
Public
Public
11 months ago
Dear michaelderschmidt88,
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 and sometimes casinos need additional documents to fully verify players' identities.
Could you please advise when exactly you sent the last document? 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
Public
Public
10 months ago
Translation
Hello.
According to the casino, the verification process is complete.
Unfortunately, there is no response to my withdrawal request.
The support says that the KYC department (at the same time the finance department according to the support) is responsible. They also do not respond to emails with questions about my payout.
Automatic translation:
Public
Public
10 months ago
Translation
Hello. The payout has now worked. Thanks.
Automatic translation:
Public
Public
10 months ago
Dear michaelderschmidt88,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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