IceCasino - Player’s struggling to complete account verification.

Dear sir/madam,

i would like to inform you that there has been a problem with my identification of my account.

The main source of this problem as i am expecting is that i won 2000€ and the verification process is taking more than usual,please let me know if you can help me because i would like to verify my account to withdraw my money

Dear kwstasdedes,

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

Hi, unfortunately every time i contact the support they say the documents have been sent and will be checked soon,last time i tried to make a verification on ice casino they didnt accept it cause the photos had bad quality? idk,so now i asked them if there was a problem with the quality and i got no answer,they said again that the docs will be checked,there have been days and i get no response or email and i dont even know if the docs are okay or i have to send them again, 0 communication sadly

UPDATE: my verification is finally complete,im now waiting for the withdraw of my money,if there is a problem with that i will contact you again thank you very much

Thank you very much, kwstasdedes, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Dear kwstasdedes,

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.

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.