IceCasino - Player is facing delayed assistance.

I deposited to this casino based on the very high safety index rating on this website. I deposited and provided all correct documents they asked for including uploading various types of selfies they asked for. Have not had any proper help from customer service and overall am really stressed as I need this money

Hello leonaknt,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. 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

hello, thanks for your reply. The disputed amount is actually €550 it wouldn’t amend for me. All documents show as approved - passport, proof of address, proof of payment method and selfie but they then requested another document of selfie with id and bank card which was provided two days ago with no response. They keep saying it’s being reviewed where as the others were all instant.

Hello,

We'd like to confirm the player has zero (0) on their balance, and has been permanently blocked due to gambling addiction.

Kind regards

Hello leonaknt,

Could you please confirm whether your account balance was zero at the time?

Additionally, was the self-exclusion initiated by you, or was it imposed by the casino?

Looking forward to your response.

Best regards,

Nick

Dear leonaknt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.