IceCasino - Player is struggling to complete account verification.

Hello casino guru, I come to you because I registered in the casino, deposited, played and won. I have more than 600 dollars withheld and although I have requested the withdrawal of money a month ago, they do not send me. To such an extent that they temporarily suspended my account and told me to justify that I am in Ecuador playing. It is evident that I am in Ecuador they can see my ip from where I play and I have also sent a purchase invoice and that the shipping address is in my name and with an address in Ecuador. They still haven't validated my document and my money, I feel they are scamming me, please help me

Dear sandraromero2294,

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

Hello, I want to clarify that before this I was already done with my identity, a selfie and everything. But they never sent me money so they decided to suspend my account and ask me to send a document that I play from Ecuador. But my kyc was complete, I have the photo of the email that indicates that my account is verified and that's why I proceeded to deposit my money. And I still can't actually withdraw if I was scammed

Since you indicated that you are from Argentina when filing this complaint, could you please clarify why you were asked to prove that you play from Ecuador? Thank you.

The truth is that I have no idea why they asked me to prove that I play from Ecuador, I am not going to deny it, I am in Ecuador and I live here at the moment and it is logical that here where I appear to play. I sent you an invoice for a purchase where the shipment contains my document name and Ecuador shipping address since it is a physical purchase. With that I show that I am in Ecuador. However. I feel like that is just a sham to cover up that they want to suspend my account with more than 600 dollars that I have earned. Since before the suspension I was requesting a withdrawal for a month that never came, they came to tell me that you say that the payment failed for external reasons. In addition, despite the fact that I had deposited by other methods, they always offered me only one withdrawal method that I could only use through that means. In short, I feel that they want to scam me, they still do not answer the email and I feel that they scammed me, that is why I request your help 🙁

Hello I would like to update my case. I have tried to log in to my icecasino account and I log in normally despite the fact that they did not notify me by email that they had already removed the temporary suspension from my account. So I proceeded to withdraw.

Hello I would like to update. Icecasino is definitely a scam, I use ARS for currency in the casino. but at the time of depositing they charge me in dollars, for me to have 19,000 ARS they charge me 90 dollars. But when I requested the money, they did not send me in dollars, but they sent me in ARS through ASTROPAY and astropay discounts 431 ARS for each dollar. Request a withdrawal of 76000 ARS. they should have sent me 357 USD. but these people, being thieves, sent me ARS AND ASTROPAY CHANGED IT TO ME ONLY TO 172 USD They are scammers, they charge in dollars but do not send money in dollars. Pickpockets.

Dear sandraromero2294

According to our records, you've received all the winnings, can you please confirm?

Regards

Yes, I already received all the profits, although I had a great loss for sending only pesos to astropay when I actually deposited dollars. Thank you very much, that's all, I already received my money, I'm leaving. I was left with a bitter taste but at least I didn't lose all my money thanks.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Even though there have been additional fees, there were managed by the payment provider.

Thank you very much, sandraromero2294, 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