IceCasino - Player’s account has been blocked.

nov 15 I won jackpot on slot game amounting 37,777.50..

then I withdraw the amount of 38k because I still have balanced 39k something..

then there's an email for processing..then i'll past all the documents needed to kyc..then I'll chat to cs for how many times to follow up that I'm done sending all my documents to kyc and they said just wait for confirmation..I have done everything and still nothing.. they said it's working 2-5 days for processing..

when I opened my acount this morning I can't open it anymore.. my account was blocked..

can you help me plssss....

Dear bigboss_888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

sorry for late reply..can I attached here all my screen shots..Aug 11 when I sign up to this casino.. sometimes if I have a free time I'm playing here..nov 10 I start to play again..then I won I think its 2k then Ill go to withdraw.. then i received email for processing my withdrawal.. then I'll chat to the customer service to ask how long I receive my withdrawal.. need to send all the documents to kyc..I already done to kyc.. they always saying just wait for confirmation.. then Ill play again so that's why my withdrawal appears incomplete..then nov 16 I played again then I won the jackpot on the slot game worth 37k something.. then I go to withdraw the amount of 38k because I have the rest balanced to my acnt..then again I received email again same with the first I received still processing..then when I open my acnt tom morning nov 17 my account is blocked..

can you help me to get my withdrawal here pls.???

this is all my screen shot..

hello mam petronela what is there any update for my complaint..plsss help me I need my withdrawal for my fathers medication.. plsss

Hello,

We'd like to confirm, the player could not complete the KYC check.

Also, the following T&Cs were breached:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The documents do not belong to the player, since the ALL the personal data is different.

Permanent block.

Kind regards

Thank you very much, IceCasino team, for the clarification.

Dear bigboss_888,

I'm afraid that if the personal data that you used when registering the account doesn't match your personal documents we won't be able to help you with this issue. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I completed all my kyc, i'll have screen shot for all of this and I'll attached here everything..even those msg for sending depositing i have..even my appearance together w/my I'd..ice casino not fair..for depositing no questions for that???and for withdrawal so many reasons?? so disappointing on this casino..that's for my fathers medication and I'm expecting to received it but nonsense this casino is not fair..modus/scam.

god bless to all your team and just pray all of you will not received bad karma..

Dear bigboss_888,

Are you aware of the fact that your personal documents do not match the information on your casino profile?

hey mam petronela..is that only reason.. before filling why did not they noticed it..I use big boss as may user name to..and in the other casino that's not a big deal.. the important they present their acnt for withdrawing..why in the case of depositing they are not strict because it is favor for them.. this casino is most embarrassing..

Have you used Big Boss as your name and surname when registering your account?

Dear bigboss_888,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.