HomeComplaintsIceCasino - Player experiences delayed withdrawal process.

IceCasino - Player experiences delayed withdrawal process.

Amount: €2,162

IceCasino
Submitted: 28 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 2h 6m 46s

Case summary

The player from Ireland requested a withdrawal of 2162 euros three weeks ago, but the funds have not arrived and the request was canceled. Customer support requires a photo of her document against her open account, which was submitted over two weeks ago, yet they continue to delay verification.

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Translation

On January 6, 2025, I requested a withdrawal of 2162 euros. Over a week passed without the funds arriving in my account. When I logged into my account, I noticed that the withdrawal had been canceled. Customer support asked me for a photo with my document against the backdrop of my open account. On January 14, 2025, I uploaded this photo, but customer support stubbornly refuses to verify it. For more than two weeks, they have been dragging their feet and cannot verify a single photo to enable my withdrawal. Please help, because it seems like this will go on forever.

Automatic translation:
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Dear tovkesbovkes,

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 take KYC lightly.

  • Could you please list which documents you have already provided and when exactly did you send the last one?
  • Have you provided all the required documents as soon as possible and in the correct format?
  • Could you please share with me your communication with the casino supporting your complaint and the photo the casino is struggling to approve? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

 

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Dear tovkesbovkes

Please kindly make a withdrawal request, we are unable to create it for you.


Kind regards

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Translation

The casino verified the photo and opened the withdrawal. I made a withdrawal. I am waiting for processing.

Automatic translation:

Casino Guru is examining the case

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