IceBet Casino - The player's withdrawal is delayed.

Icebet casino does not agree to verify my account, and does not agree to pay my €250 withdrawal, originally I did the verification through the website which shows that the account is verified, however they asked for a screenshot of the bank information and a new selfie, I sent these twice, I do not get any reasonable answer from the customer service and "from the finance department" repeatedly the same email in response to my queries asking for documents that I have already sent twice

Hello Pelaaja77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Since 13.9 I have been trying to verify my account, on the site itself a photo of the driver's license and a selfie were valid as confirmation, now they repeatedly ask for a screenshot of the bank details and a selfie with the ID card by email, yesterday I sent the requested photos again, but the answer was the same email again asking me to send them again, I feel that there is someone there the machine sends that message all the time when there is no response

Hello Pelaaja77,

It is completely common to request the same document multiple time. Also if the verification process is ongoing only for a week, I would definitely recommend you to wait at least 1 more week to be finished.

Please keep us updated.

Ok, it's only surprising that when I ask about it, the answer is exactly the same e-mail every time where documents are requested but no answer is given to my question

Now they don't even answer my emails anymore...

Thank you Pelaaja77 for all the information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK thank you. In the last two weeks, I have sent 3 different selfies, a photo of my driver's license, screenshots from online banking, a bank statement and an electricity bill, and my account still hasn't been verified

Hello Pelaaja77

I'm Michal and I have taken over your complaint. 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.

Dear IceBet Casino,

Can you please provide some information regarding the delay of the player's withdrawal? What other, if any verification processes still need to be done to satisfactory verify the player?

Dear Pelaaja77,

The information on your complaint has been checked in details.

Here are the details of your account:

On 13.09 you had applied for withdrawal for the amount of 250EUR. Also on the 13th of September the financial department has asked you to submit all the required documents for verification of your account.

From 13.09 till 25.09 you are not able to finish verification because you are not sending required documents, namely screenshots of your bank account data.

Several times the financial department has sent you emails with a request for the documents which you have to present in order to finish the verification. Also in the emails sent to you there were examples of screenshots which you should provide.

Almost on all emails you have answered that you have sent all the documents and demanded the withdrawal of funds.

Only on 26.09 a email was received from you by the financial department with the necessary screenshots of your bank account data.

After checking them, your account was verified and you were notified about it on 26.09 by e-mail.

Now you can apply for withdrawal and it will be processed by the financial department immediately.

As you can understand from the above, our casino always acts strictly according to the established rules and never tries to delay payment of winnings to players.

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 Pelaaja77

As per the information from IceBet Casino please understand that for a prompt KYC process all the required documents need to be provided as soon as possible. The process is prolonged every time you do not provide all the required documents. Your account has been successfully verified and you can submit a withdrawal request.

We hope this will be sorted out soon. Please be patient as the withdrawal process can take some time and once you successfully receive the funds let us know

Dear Michal.

We would like to inform you that player successfully applied for withdrawal on 26.09 for the amount of 250EUR and the withdrawal request was processed by financial deparatment on 26.09. 

The amount of 250 EUR has been successfully transferred to the bank account of the player.

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 very much for the update. Once the player confirms the receiving of the 250EUR we will close this complaint as resolved.

Hi, indeed the money finally came, amazingly, the same day you contacted the casino....thanks for the help, you can close the case

Great news, Pelaaja77. As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal