The player from Finland is experiencing difficulties withdrawing his winnings due to ongoing verification.
IceBet Casino - Player’s struggling to complete the account verification.
Amount: €600
IceBet Casino
Safety Index:Very highSafety Index
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9.0
IceBet Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi. I won 600e from icebet casino. And it seems I'm not getting my money. I have sent the required documents many times. We always ask for new ones. Emails are not answered. Every day I have to spend a lot of time in the site's chat and their speeches are really contradictory. They claim that they sent me emails but I haven't received any. Every time I send the documents again, they ask for a new one. Can you help me get my money. I am very disappointed with this casino. And I can't stand demanding my money anymore. Yst Heikki L********
Edited by a Casino Guru admin
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2 years ago
Dear HSLhsl,
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 advised what specifically seems to be a problem in verifying your account?
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
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2 years ago
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Thanks for the answer. They claim to have sent me an email. I haven't received a single email, but even today I went to icebet Casino's chat to ask when I will get my money. The same answer has been emailed to you again. Is not. I put my second e-mail address last night when the customer service told me to kyc@icebet.casino. I have sent the required documents many times. Last night, I sent the documents again and they are not valid either. I am really disappointed with the operation of icebet Casino and I don't seem to get my money.
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2 years ago
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For about a week, I have resent the documents every day. Mostly this feels like a tease. They ask for a selfie with the driver's license and a piece of paper with icebet.casino and the date written on it. On their website it says passport or driver's license. When I sent a selfie with the passport, after that they started asking for the same with the driver's license. I have also done that 3 times and it doesn't work. One time they asked me to confirm the account via email. They don't email me even though they say so.
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2 years ago
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I sent a photo of my passport and myself again. I did exactly as customer service advised. Now they would like a color passport photo. So they always come up with a new reason not to have to pay. Is there nothing that can be done about this?
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2 years ago
Thank you very much, HSLhsl, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello HSLhsl,
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
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2 years ago
Dear HSLhsl.
We have reviewed your complaint in detail.
To complete the verification of your account by our casino finance department, you should send the following document in good quality:
A selfie with your driver's license and a piece of paper with the name of the project icebet.casino and current date indicated on it.
You repeatedly sent selfies in very low quality. The data on your driver's license is practically unreadable in the photo.
Please try to take a photo in a good lighting conditions and put your document closer to the camera when taking selfie.
After providing the specified selfie your account will be successfully verified and you will be able to withdraw your winnings without any problems.
Please if you have any questions or difficulties, please contact Online Chat 24/7 or email support@icebet.casino
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2 years ago
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I have now sent the last 4 selfie photos from the passport. The first 2 photos were from the driver's license. The photos from the passport have been accurate and of good quality. One time you even demanded a color passport photo, which is completely impossible. I have screenshots of all conversations, I can put them here as proof. I have had to spend a lot of time in the chat and it claims that my email has been answered. I have never received a reply to any of my e-mails. When I've asked for proof of sent emails showing the time and date, I'm asked to contact kyc@icebet.casino, and none of my emails have been answered from there for three weeks. Really nasty bullying. So icebet casino has kept this squirrel's wheel. Now, in front of everyone, tell me exactly what the picture should look like. I have sent 6 photos, 2 from the driver's license and 4 from the passport, none of the photos are suitable for you. I cannot recommend this casino to anyone. I hope you can even be ashamed.
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2 years ago
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In addition, in each of the four selfie pictures, the passport's personal information was clearly legible. No picture is good for you because you don't want to pay the money I won, it has become very clear. After many weeks of waiting. Your website promises to process withdrawals within 1-24 hours. I've been waiting 3 weeks????
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2 years ago
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I can also put all the emails and selfies I've sent you here.
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2 years ago
Dear HSLhsl.
Your account and all the documents you sent were checked in detail by the finance department.
Based on the high quality documents which you have sent, the verification of your account has been finished.
Your account has been successfully verified by the financial department of our casino.
Now you can request a withdrawal to your bank account and your withdrawal request will be processed successfully by the financial department of the casino.
Please if you have any questions or difficulties, please contact Online Chat 24/7 or email support@icebet.casino.
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2 years ago
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Thank you Petronella and Thomas for a lot of help. I would never have gotten my money without your help. As you can read yourself in icebet Casino's answer. They would have continued the bullying without your help. I really appreciate your help. Thank you very much again.
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2 years ago
Dear HSLhsl,
I'm glad to hear that you have been paid.
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
