The player from Greece is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
IceCasino - Player’s struggling to complete account verification.
Amount: €150
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I have been uploading the identification documents for over a month and they have not yet been verified for approval. In chat the answer is always the same ... You have to be patient. I have 150 euros and I can not pick them up. Something is wrong here ...
Automatic translation:
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2 years ago
Dear Wolfkain,
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 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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2 years ago
Translation
No, I have not been informed of any problems with my documents. They have not yet entered the process of checking them.
Automatic translation:
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2 years ago
Hello,
According to our records, the withdrawal was completed on 06.06.2022 11:30:38 (UTC)
Dear Wolfkain, can you please confirm you'd received the winnings?
Thnak you!
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Wolfkain, for your 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
