IceCasino - Player's struggling to complete account verification.

Hello, I made deposits with the first bonus of €20 using my own money and I gained profits of €270. I have sent all the necessary documents but the casino is delaying the verification and cancelling my withdrawal. I have contacted them without receiving any response.

Dear Fafou,

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 take 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?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Good evening, I have updated and contacted the online chat without any response

Dear Petronella

My withdrawal is delayed, it has not been approved yet. Despite my repeated attempts to contact customer service. Identification verified. The identification was done but the withdrawal remains incomplete. The company has given a deadline of 2 days for approval and it is already the second day that it is not completed. Help

Dear Fafou

The withdrawal request was created at 07.01.2024 15:34:37 (UTC)

Please, kindly point out, which T&Cs were breached.

Thank you in advance!

I am attaching a screenshot of the actual terms of use on your page which states that payments from 5 minutes to 12 hours will be approved. We have passed this time frame and are heading towards 48 hours so I am worried.

I have received my winnings, everything happened very quickly, thank you very much everyone

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Fafou, 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