Home Complaints IceCasino - Player is struggling to complete account verification.

IceCasino - Player is struggling to complete account verification.

Amount: €2,000

IceCasino
Perfect reputation
Submitted: 19 Nov 2022 | Resolved : 23 Nov 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 weeks ago

The player from Germany is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.

Public
2 weeks ago
Translation

I verified myself on 11/15/2022 and have not received a confirmation until today. Support always says several hours to several days. An employee said a maximum of 4 days. These 4 days have already been reached and I'm still not verified. My requested payment of 2000 euros are still not on my account

Automatic translation:
Public
2 weeks ago

Dear Pepestaufenberg,

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 informed 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

Public
2 weeks ago
Translation

No there is no problem with the documents. Everything that was requested was sent. I have already asked several times what the courage of the verification is, since it is not yet complete. The answer is always the same. It can take hours to days. Other casinos, regardless of whether they are busy or not, can do this within 2 days.

Automatic translation:
Public
2 weeks ago
Translation

Dear Casino Guru Team, you can close the complaint. In life you have to learn to be patient again, which is quickly forgotten with the new technologies that everything runs quickly and smoothly. I would like to apologize to ICECasino for the complaint, they did everything right and it was just my lack of patience. I will continue to play at the casino as I love the structure and variety of games. Keep it up 🙂

Automatic translation:
Public
2 weeks ago

Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pepestaufenberg, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

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