A Greek online casino player had faced delays in the verification process, which had prevented him from withdrawing his funds. The player had submitted the necessary documents for verification but had been waiting for approval from the casino. After he submitted a complaint, the player's account was finally verified, and he managed to successfully withdraw his funds. The Complaints Team then marked the complaint as 'resolved'.
IceCasino - Player's payout delayed due to verification issues.
Amount: €1,850
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Hello there guys ! Im waiting for my verification of my profile to cash out my money and they dont reply ... My request is still remaing all day...
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1 year ago
Dear Antonios,
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 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?
- Could you please advise how many days ago you requested a withdrawal and started the account 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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1 year ago
Translation
Good Evening ! Since yesterday I have sent when the required documents have been accepted.They emailed me that they want a selfie with the driver's license one more time..since then I am just waiting on hold for the account to be verified..I also saw that there are many complaints about the casino this and this is one reason that gave me reason to file a complaint.. Thank you
Automatic translation:
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1 year ago
Now, that you sent all the required documents, I believe your account will be verified in no time. Please keep me informed about any further developments.
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1 year ago
Today they verified my account ! So now im waiting for my money .. Lets see..
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1 year ago
Great news. Please let me know when you receive your withdrawal. Thank you.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Antonios, for your cooperation and 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
