IceBet Casino - Withdrawal of player's winnings has been delayed.

Hey,

icebet casino does not process withdrawals. I have verified my account through their website and also submitted the documents requested by them to kyc@icebet.casino. I have tried to discuss the matter in icebet Casino's chat and asked about the status of the verification, but they always say the same thing, i.e. I should send the required documents again and again to kyc@icebet.casino. They claim to have emailed me, but I never received anything.

I have submitted a selfie with my passport, in addition to several proofs of my bank account and address information. Kyc@icebet.casino does not respond to the documents I sent and they do not respond to my questions from the chat either. The account has been verified through the site once, as requested. Apparently it's a scam and they don't want to pay my €400 withdrawal. I would appreciate your help if you could ask me about it.

Dear Mapaca,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hey,

icebet's KYC department does not respond, so my account appears to be verified only on the site. They ask for documents by e-mail, but do not respond to the handling of the case. So I don't know in what situation my account will be verified and as a result, I don't know the status of withdrawing funds. This casino has insanely unreasonable verification methods and the withdrawal processing times do not match the time they give. They claim that the processing takes 1-24 hours and the account verification as well, however, this is not the case. I would like you to find out what the problem is with verifying my account, i.e. why they don't verify the account.

Thank you for your reply, Mapaca. Have you provided all the required documents as soon as possible and in the correct format?

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.

I have sent all the requested documents immediately and several times. I emailed you all the details.

I hope you could help me as soon as possible.

The matter was resolved, icebet paid me exactly the money I won. Thank you.

Awesome news, Mapaca. 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.