HomeComplaintsIceCasino - Player’s struggling to complete account verification.

IceCasino - Player’s struggling to complete account verification.

Amount: €253

IceCasino
Safety Index:Very high
Submitted: 16 Nov 2022 | Case closed : 07 Dec 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Portugal is experiencing difficulties withdrawing their winnings due to ongoing verification. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

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1 year ago
Translation

I am unable to withdraw the amount. And I've already done everything you asked me to do.

Automatic translation:
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1 year ago

Dear Tina25,

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

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1 year ago
Translation

Hello, I have already done everything that was asked of me .. I took all the photos with the documents together with my face and I am not able to withhold the money .

Automatic translation:
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1 year ago

Dear Tina25


Please kindly let us know if the issue is still actual.


Kind regards

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1 year ago

Dear Tina25,

It seems as the issue has been successfully resolved. Could you please confirm it? s there anything else we could try to help you with or do I have your permission to close this case as resolved?

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1 year ago

Dear Tina25,

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.

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1 year ago

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.

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