The player from Brazil is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
IceCasino - Player’s struggling to complete account verification.
Amount: 1,000 R$
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hey, how's it going? I'm having problems at ice casino with the KYC verification, they're taking too long, they said it would be very quick and everything, but it's not. My images are of good quality, I just wanted some help, I have a value of a thousand reais and I wanted to withdraw it, because I really need the money a lot, I hope you help me, I really like this platform but I need help, because the documents you are all right, thank you from the heart.. 🙏🏻
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1 year ago
Dear VictorGustavo.02,
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.
Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
Translation
Good morning Cristina, how are you? Thank you so much for your answer!
So, I sent the first time a few days ago, with good quality.
I sent my driver's license as identification, I sent my bank slip, with my name and address as proof of residence, everything was fine, I sent proof of payment that I made on the platform and in the "other document" I sent my passport, with my photo and everything right! After a few days I spoke with the support and they said that a selfie of me with my document next to my face was missing, but they hadn't commented on that, but anyway, I sent it once and they refused it as a bad quality, so I went and took the photo again, with a better quality, closer and much brighter, now let's see the time, but it will probably take a while. answer, thank you very much.
Edited
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1 year ago
Translation
Hi again! My account was verified, I made the withdrawal and now I'm waiting for the money to drop, but the verification problem has already been solved.😃😃
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1 year ago
Thank you for your reply, VictorGustavo.02. Awesome news! Hopefully, you will receive your winnings soon. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.
