The player from Germany had their account blocked without further explanation. The remaining balance is still held by the casino. Player’s complaint has been resolved successfully.
IceCasino - Player’s account has been blocked.
Amount: €5,000
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello dear community,
Am a newbie so I need some help from pros, I would be most grateful to you guys.
I registered at Icecasino, made about €6,000 with Master of Books, gambled away 1,000 of them and wanted to pay out €5,000.
The amount to be paid out was €4,960
Done done, after that I should verify myself, which I did. After a week there was still no feedback, which is why I used the live chat , because two documents were probably missing, which I had subsequently submitted.
The next day my account was suddenly blocked.
Would be really great if someone could help me.
Thanks in advance.
Automatic translation:
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2 years ago
Dear Aleeee67,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Are you sure your account is blocked and not audited only? Is there any relevant communication that you could forward to petronela.k@casino.guru? Please advise how many days ago you requested the withdrawal and initiated the KYC verification.
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
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2 years ago
Translation
Hello Patronela,
I already applied for verification on Monday last week with all the relevant documents. Then the casino wrote on Sunday how far the verification was, then the answer came that it would take two more days and two more documents were missing. I immediately made the documents available and the next day I got this feedback.
"Oops!!!!
This user is blocked!"
I have sent you a separate email.
Automatic translation:
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2 years ago
Dear Aleeee67,
Could you please advise if you accumulated your winnings with or without an active bonus? Thank you in advance.
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2 years ago
Dear Aleeee67
The last time you turned to support is 2022-04-18. The KYC was not completed at that time. Afterwards, you never asked support why your account got temporary blocked.
If you'd done so, they would have asked the following:
"Why did you upload the documents that do not belong to you?"
Will be looking forward to your reply.
Thank you!
Kind regards
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2 years ago
Translation
I wrote that in the chat, these were my wife's documents, which I accidentally uploaded and tried to delete again. I sent you two emails, while I was chatting with one of your staff on live chat, he requested two more documents, which I also provided immediately, so where is the problem please? It can also be a mistake, why isn't someone answering my email?
I can also confirm that the documents belong to my wife.
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2 years ago
Translation
So to my answer again, when will I get my money paid out?
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2 years ago
Dear Aleeee67,
Please understand that by trying to upload someone else's personal documents you didn't help this case at all. I'm not sure how that could happen accidentally. Could you please explain what was the reason to upload your wife's documents to verify your account?
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2 years ago
Translation
Hello Patronela,
I didn't upload my wife's documents, that's not entirely correct.
I was looking for my residence permit on my cell phone, since the upload was done via it, you couldn't really see it through the smaller tiles, when I noticed that, I uploaded my ID straight away and couldn't delete yours... besides, yes asked for several documents, which I immediately provided, such as an employer's letter, bank statement with my name, selfie with my residence permit, as well as my bank card with my name on it.
So exactly the only thing I accidentally uploaded from my wife was her residence permit, nothing else, the rest of the documents that were requested were all mine, nothing from her.
Edited
Automatic translation:
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2 years ago
Dear Petronela
Casino would like to confirm that the following documents of player's wife were received:
-ID Card (front);
-ID Card (back);
(Two separate files)
Dear Aleeee67,
Please kindly provide us with the document that would show, who the owner of bank account is.
Thank you in advance!
Best regards
IceCasino
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2 years ago
Translation
I'd love to, I've already done this, but no problem, I can do it again. Where should I send this to?
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2 years ago
Thank you very much, IceCasino team, for all your help and assistance with this case.
Dear Aleeee67,
Please place the withdrawal request and keep us informed about any further developments. Looking forward to hearing from you.
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2 years ago
Dear Aleeee67,
Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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2 years ago
Dear IceCasino team,
Since we didn't receive any further confirmation from the player, could you please provide supporting evidence that the funds have been sent? Afterward, we could mark this complaint as resolved.
Thank you very much in advance.
Sensitive attachment
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2 years ago
Hello, Petronela
All the transactions a finished and successful, please refer to the screenshot:
Player is making new deposits and continues playing at IceCasino.
Kind regards
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2 years ago
Based on supporting evidence from the casino we close the complaint as ‘resolved’ in our system.
Thank you very much, IceCasino team for your assistance.
Dear Aleeee67,
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
