IceCasino - Player's account is blocked amidst KYC verification process.

  Hello.

 My account, along with a 5000 euro payout, has been blocked. During the process of fulfilling additional KYC verification tasks, I was accused of violating the terms and conditions. The reason given was the use of a graphics program.

6.4. If any of the information you have provided is untrue, inaccurate, misleading, or incomplete in any way, you violate the terms of the agreement, and we reserve the right to immediately remove the account and prevent the use of services. Actions that we may take.

  All my information and personal data, addresses, etc., have not been changed or misleading. So, the above point does not apply.

 On February 15, 2024, I submitted my KYC documents - front and back of my ID, proof of residence, and screenshots from my Mifiniti wallet. Everything was accepted.

 My account was verified on February 16, 2024.

 On March 24, 2024, I made a deposit and requested a payout.

 On March 25, 2024, I submitted proof of income document - it was accepted, and my payout request was once again accepted.

,

   I waited for the payout but did not receive any communication from Ice Casino.

 All my documents in the KYC were verified, and so was my account.

  On April 5, 2024, I contacted live support. It turned out I had to send additional documents. The first task was to take a selfie with my ID next to my face, along with an open player profile and an open Mifiniti account [screenshot nr1]???? To do all these in one picture ??? You would need two devices. But it is impossible to capture all in one frame; therefore, a screenshot is needed. I stated this was not possible and that I had never heard of such a required document. When I asked how to accomplish this, the answer I received was, and I quote, "everything was written in the previous message."

This was the first task???

  So, I again asked support how to do this. The response was changed to a new task, namely, to take a selfie with my ID next to my head and an open player profile in one frame, and send Mifiniti screenshots separately. {screenshot num2} I didn't know how to do this.

 It's very hard to do this on your own. I sent my selfie with ID and a screen capture of my open profile to KYC (combined into one image using a graphics program). This got ACCEPTED. And I sent a picture of my selfie with ID and an open Ice profile on my computer - as directed by the support, it got REJECTED???

  I asked again what happened that the screen capture was accepted and the actual photo rejected?

The only reply I received was that the information about the photos was provided in a previous message. Again, no help was given.

  I complained that what was visible in KYC does not match what the support claims.

 The same reply was given that all the information was provided above.

   No one told me where I was making a mistake so that I could correct it.

 Once again, I did not understand what was expected of me, and no additional support was given.

 On April 9, I took another photo with my tablet open on my player profile, and a selfie with my ID.

 Since it was previously confirmed and accepted in KYC that a selfie with an ID and a screenshot of the player profile are permissible, I decided to do the same, only with better resolution and using a tablet instead of a computer for better clarity.

 On April 10, my account was blocked with a balance of 5 000 euros for violating the site regulations.

The violation alleged was the use of a graphic program.

The graphic program was used on April 5 for 1 screen capture, which was approved in the KYC profile.

 In the last set of photos sent, no personal data was altered, so accusing me of fraud is unjust. The support did not help me identify what was wrong with my pictures and what needed to be corrected. Today, on April 10, my account with a balance of 5k euros was blocked without the possibility of submitting additional correct documents.

"I have all the screenshots of conversations and emails with Ice Casino."

 The situation is entirely incomprehensible to me, and I am requesting help.

Dear olgatkaczukpol,

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 take KYC lightly.

From your description of events, it seems the selfie was supposed to be taken using a different device so that relevant information could have been taken.

The use of graphic programs for image manipulation is forbidden for security reasons, you should never use graphic programs to alter images submitted to the casino, unless specifically allowed.

• Have you used multiple devices to take a selfie with all the information visible for verification, or have you asked someone to help take the picture of you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello.

I tried to take selfies with my phone, but the photos came out very bad. I didn't ask other people to take a photo of me because none of my relatives know that I play in a casino.

I took a selfie with a photo. I took a screenshot of the profile in Ice Casino and connected it using a graphics program.

I sent it for verification and it was accepted. I also sent a photo of all the messages contained in it, but it was rejected. When I asked what I had done wrong, it only said that ... all the messages had been provided earlier. So I opened my profile on the tablet and took another photo. After sending This file was blocked the next day. I still don't know how to do it to meet the conditions. I'm sending screenshots and conversations to you by e-mail.

Regards

Hello, I sent an email with the news Tomas,

Thank you

At the moment I don't know where I did wrong. The photos were rejected. I think that if I had received help from live support, such a situation would not have occurred, Thank you

Thank you very much, olgatkaczukpol, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, olgatkaczukpol,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino team,

Could you please look into the player's issue and provide us with an explanation of the situation? What steps should the player take to unblock the account, verify herself, and/or withdraw the disputed winnings?

Can you provide her with detailed instructions for what she needs to provide to complete the KYC and access the disputed account?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear olgatkaczukpol

Sorry for your trouble.

Can you please let us know if you've used Photoshop (or any other software) when you were requested to make a selfie with a document and the casino profile opened on the back of the image?

Thank you!

Hello .

Immediately after receiving the message about additional verification, I contacted the live chat.

I asked what the whole picture would look like?

- Mr. Marek's answer was;

selfie with ID in hand + player profile visible in the background + open mifiniti profile????

I wrote how to do it? Impossible to do?

P. Marek didn't even bother to answer. He just asked if I had any more questions???

I would probably have to open the gamer's profile on a large TV - that would be the background - and open the Mifiniti Profile on the device and stand near the wall with my ID in my hand. Ask a photographer to take a photo. Not possible for me.

That's why I took 2 photos

- a photo with the ID next to the head and the player's profile open on the laptop [my walls in the room were the background]

and

- a photo with ID next to the head and a separately attached open screenshot of the player's profile.

It turned out that 1 photo was rejected and the 2nd photo that was connected was accepted. I had no idea why???

I asked again in live chat. What is the reason for rejecting 1 photo [to possibly correct something] and accepting 2 combined photos?

I've heard other terms, but don't answer the question

-I wanted to take a selfie with the photo and the player's profile visible, all in one frame. Mifiniti profile screenshot attached separately to kyc profile

The answer again is that the conditions were given above. I thought they were making a fool out of me.

That's why I took a photo in a way that was approved. So I used a graphics program to combine two photos and combined a selfie with ID and an open player profile into one photo.

Unfortunately, this way I did not meet the kyc conditions again and the account was blocked.

Until now, I don't know how to take a photo against the background of an open player's profile while holding an ID card next to the head.

Thank you for looking into my case again.

Hello, my attempts to take a photo in the manner described above were not effective. Dear Vulkan, when I used the graphic program, I wanted to take a photo in such a way that everything was visible to the best of my abilities.

I wanted to take a photo in which I would be visible with my ID and the player's profile open. By opening the profile on my phone and holding the ID to my face, there was no chance of taking a visible photo. That's why I decided to take it using a laptop. After many attempts, I managed to get photos

I took into account that since the earlier photo was connected and verified. This is what I should do and send. Then all data will be visible, true and legible.

Thank you

Hello,

Our anti-fraud dept. has got some reasonable questions re the images provided. How can you comment on the below:

Thank you!

Regards

Dear olgatkaczukpol,

It looks like there was more editing than you described above. Can you please answer the casino representative's question, and what was the reason for editing those photos?

Hello everyone.

As I wrote earlier that I couldn't get a good photo. I also wrote that I tried to take a photo of the player's profile in an open device. And combine it with the selfie photo I took. Even this way it was very difficult to get it right

Bronislanie, I still claim that I do not have the ability to work with graphic programs. To decide to send such a photo, I made a lot of bad combinations of two photos. I think I was very desperate because I could not take the photo correctly and the large amount of winnings would not be available. No I could also ask for help to take a photo at home because I didn't want my family to know about it.

From the beginning of the conversation, I did not hide it with the help of a graphics program.

Thank you

However, olgatkaczukpol, we are not talking about any special or unusual casino requests during the KYC/verification process.

If it is not an option for you to ask someone around you to take better and clearer photos of you meeting the casino's requirements, try to use another device (a better mobile phone with a better camera or a digital camera). Players are normally able to take such photos and fully verify themselves. I would say it is rather not usual that a player would not be able to take such a photo or that they would use graphic apps to edit the photos. In addition, editing the documents for verification is strictly prohibited in all online casinos, and it raises suspicions on casinos' sides regarding the players' identity and honest play.

Do you have the option to take the requested photos with a better device and meet the casino's requirements? Please note if you are not able to provide the casino with the requested, your verification cannot be completed, and, unfortunately, since it is mandatory for withdrawing any funds from a casino account, there is nothing more we can help you with.

Looking forward to hearing from you.

Dear Branislav

Thank you for the brief explanation.

We will be looking forward to receiving the requested documents.

Regards

Hello,

Thank you for the explanation. I am asking for access to my ICE CASINO account for verification purposes. It is currently blocked. I will make every effort to verify the documents.

Thank you and best regards

Hello,

You may go ahead, please.

Regards

Hello, I have added documents for verification.

Regards

Dear olgatkaczukpol,

Do you have any news or updates regarding the newly uploaded documents, please? If yes, can you let us know about the progress?

Hello,

It has no further information regarding verification.

Hello olgatkaczukpol

Casino has given you so many chances, practically begging you not to use any photoshop, but all in vain.

Would you mind going through the video-verification?

The support team will be contacting you shortly.

Also, we'd like to ask here, if you are the one playing at casino, does anyone else from your household play at Icecasino?

Regards

Hello. At this point, I disagree with the issue of using a graphics program. I have tried to take these photos so many times that I am sure of them. I did not need any corrections for these photos.

So I wonder what would happen after the videoconference? Something would probably still be wrong? That's why I won't use the video call option. I'm the only one who probably plays ICE CASINO at home.

WELCOME BACK.

I WANTED TO ASK ONE MORE?

HERE ON THE WEBSITE YOU CAN SEE THAT MY PHOTO HAS NOT BEEN CHECKED AND HAVE I ALREADY DECIDED FOR A VIDEO CALL?

AND HERE WHERE I WAS ACCUSED OF OPERATING A GRAPHIC PROGRAM IS THE PHOTO APPROVED???

Hello Branislav

The player's account has been blocked until passing the video-verification.

The anti-fraud dept. has grounds to believe that the documents are fake, as well as the player.

Kind regards

Thank you for the update, IceCasino team. Only one question - what way does the casino prefer for making verification video calls?

Dear olgatkaczukpol,

Great news - as you can see, after all you have done, the casino offered you an option to prove your identity and that you are the rightful owner of the disputed casino account and the identity you registered with, by making a verification video call, which is the simplest way how you can pass the KYC, without unnecessarily thinking about meeting unfulfillable requirements for photos that the casino requested from you.

Let's simplify it now and finally solve your issue.

Please provide us with your free time schedule (days and time ranges, let's say until the end of next week), when you will be available and reachable via common communicators and with a stable internet connection, so the casino can choose the date and time for contacting you.

Then, when we have it, we can only wait for the information from the casino representative about the way it should be done and further instructions.

Looking forward to hearing from you.

Hello Branislav

The following e-mail was sent to the player:

Skype was offered as a tech solution for verification, and the timeframe was also specified.

Kind regards

Great, thank you for the update!

Dear olgatkaczukpol,

Please let us know how you replied to the casino and when the call will take place. Then, inform us after the verification call is made.

Dear olgatkaczukpol,

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.

Good morning everyone. I agree to video verification for June 4 at 2:00 p.m.

Dear olgatkaczukpol,

I sincerely hope that you answered like that also to the email you received from the casino, let them know about it, and they confirmed it.

Feel free to let us know after the call takes place.

Looking forward to hearing from you.

Dear olgatkaczukpol,

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 are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without the requested details/updates.

Thank you very much, IceCasino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru