The player from Germany is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
IceCasino - Player’s struggling to complete account verification.
Amount: ??
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I signed up at ICE Casino over a month ago and uploaded all the required verification documents….
When I asked why it was taking so long, I only got the answer that it was still being processed
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1 year ago
Dear Flo1010,
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
After repeated inquiries I am told each time I should be patient ... I do not get any other information ... I have submitted all the required documents
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1 year ago
Have you made any withdrawal requests, or would you like to verify your account before you begin playing?
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1 year ago
Translation
But I have already played and deposited money
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1 year ago
I only asked since there's no disputed amount entered for this complaint. Would you like to adjust it? Are there any funds being held, please?
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1 year ago
Hello all
According to the check that was provided by the player, the transaction was successful and was successfully credited onto the player's balance.
Kind regards
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1 year ago
Dear Petronela
Please kindly disregard our previous message. It was meant for a different player.
We can confirm the player Flo1010 is fully verified.
Kind regards
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1 year ago
Thank you, Flo1010, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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1 year ago
Translation
Yes the problem has been solved! Thank you very much
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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, Flo1010, 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
