IceCasino - Player’s struggling to complete account verification.

I've been trying to withdraw my money for several weeks, I've already sent the documents I've done everything correctly and they just say to wait for the verification to be quick, etc., and nothing! I wish someone would help me

Dear ruisoares3,

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

Thanks for the reply, I already sent all the verification documents the bi photo on both sides, address certificate and photo on the bank card on one side and the selfie with both cards in hand, and I still haven't been told nothing, they just say to wait and don't pay, ?!

I would also like to know how long it takes them to pay? Regards Rui S*****

As I've been insisting with them to receive what I'm entitled to, I think they blocked my chat and they don't even answer me anymore..can you help me? I've heard very good things about your site and I know it helps those who need it best regards Rui S*****

I just talked to the ice casino chat operator they just say that I have to upload the documents I have already uploaded them as I will send them as an attachment and they do not transfer the money to my account

Good afternoon, I really would like you to help me because ice casino is trying to trick me, I loaded the account with a virtual credit card through the mbaway app and it was my girlfriend and everything that made the load now I have sent the all my account data and all the documents and they say they want me to send an account statement of the virtual card I made but this card as it was virtual and one-time purchase is not pars

the statement and that name does not appear they think they are trying to deceive me and delaying my payment would appreciate your help

Can you help me

Now they say that I was blocked from the site apparently for no reason it must be because I am always trying to get them to pay me and I did everything right

Dear ruisoares3

Can you please provide us and the casino guru team with the info, on what account you were trying to withdraw the money?

Thank you in advance!

Kind regards

What information do you want? I sent the

All my data is the account I want to withdraw money from this e-mail address ruisoares_3@hotmail.com or do you want my bank account?

What the online chat tells me is that the account where I made the deposit is not the same account where I want to receive the money, the account I made the deposit at your casino to play from was a one-time purchase virtual credit card through the portuguese app mbaway i made this credit card out of fear that your ice casino site would not be reliable and they could keep my data and withdraw money from my account, however i won the money and sent all the documentation of my account as you can see I even sent it for fear of being scammed and getting my data but as I want the money I risked now they blocked the account and they don't want to pay me I don't understand why?! I sent proof of address I sent the account all correct, all the photos and now in the chat they say that I was blocked because I want to withdraw my third party account?lol

I just spoke to another casino operator he says that I can only have an account again when I give up the money I have there Lolol they think it's normal, can someone help me I was scammed right? where can I complain about them? I want my money

Dear ruisoares3,

Could you please advise who is the owner of the payment method that has been submitted to withdraw your winnings?

The payment method that was sent to withdraw my winnings is mine is my Novo Banco bank account in Portugal my name is Rui Filipe de Matos Soares I sent all the correct data to ice casino and they are making my life very difficult I don't understand why! I gave the Iban, the BIC, the Switch everything they asked for and I gave everything correct, besides that I sent all the photos of proofs etc. best wishes Rui Soares

Did you mean the payment method I choose to receive the right winnings? What is my account right? Or the owner of the virtual credit card account that loaded the casino account for me to play?

They sent this email I have already explained that this account they say was the account I uploaded it is a virtual credit card through the mbaway app it is a single purchase account I do it on so many sites not to enter my data it was just that because they are making life difficult for me, I uploaded the account with this card I played without problems because in the money was available I earned the money and then I put the data of my debit account all correct, now they are implying so I can't do anything else anyone who can help me rui soares

I created a virtual card through this application

This is a paysafecard genre card this is legal

Can someone help me they are always rejecting all documents and I sent everything right I have now sent the bank document of the account that I loaded at the ice casino and they say it was refused

I've already talked to them again, I've asked for a digital statement with the bank's stamp and my account name, etc. and they don't solve anything, can you help me?

Can you help me I have already sent all the documents the extracts all everything and they still haven't blocked my account they just say to wait each operator says something different, I've seen news here in Portugal that this page is scam and they don't pay! Tell me something I sent all the data to ice casino will they do something with my data? I shouldn't have given it? Will they clone my account? I needed help I feel like I was scammed and I will never see the money again and I'm afraid that my personal data will be accessed

Thank you very much, ruisoares3, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Does tomas@casino.guru respond here? I would really like him to give me information hugs

Hello ruisoares3,

I will assist you with the complaint from now on. If I understand correctly, you provided the casino with additional documents about the virtual card you used to deposit in the casino.

IceCasino representative,

could you explain what is the status of the verification of ruisoares3's documents? Could you explain if any documents are missing?

Good morning, no documents are missing, they just blocked my account, I already sent all the possible documents, all the proofs and they just say wait and others say to send the bank statement with the seal I already sent the bank statement online line I already sent the virtual credit card that I made this purchase that is associated with the account that I sent the statement I already sent everything…I would like help because I feel cheated

Hello Tomas,

The key issue here is that the player is most likely not telling the truth.

Mr ruisoares3 has not provided any evidence from the bank, that the card belongs to him ( 518988******6107 /07/2022 ).

Instead, within the chat, he confirmed, that it does not belong to him.

And that is breaching the T&Cs, thus the deposits will have to be returned to the owner of the card.

Hope this clarifies a bit.

Kind regards

The credit card, as I already sent you an email saying it is a virtual one-time purchase, as I was afraid that the site was a scam I created this card so if I was stolen they would only take the 40 euros from me, but this card is associated with my account of debit card I have already sent all the documents and I can understand that, including I even sent the statement of the purchase I made, the positive casino one I made with my name, etc. I said that my girlfriend was by my side when I made the payment through my account that the money is also hers but I am the account holder that's all. I managed to see the documents that I sent him that I also sent to ice casino? I don't understand why they are making life difficult for people if everything is legal, here in Portugal news is circulating about ice games that are scams and they don't give the money to people etc…is it true? Thank you for trying to help me I would be very grateful if this was resolved but I can already see that they are making my life as difficult as possible and they keep my earnings

Thanks to both parties for the reply.

ruisoares3,

I can how the casino might have misunderstood your words about the 3rd party. Since you claim everything is in your name, this shouldn't cause issues from now on. Please understand that due to regulations about money laundering when depositing and withdrawing from casinos, the funds coming in and going out need to be in your name. If casinos don't make sure this is the case they risk losing their license.

Could you please clarify what documents that prove you are the owner of the card ending in 6107 you send to the casino?

The account that ends in 6107 is from the virtual card that I created each time I create a new card through my account it makes a different card with a different ending which remains the same I think it's the beginning of the numbers, but then I'll send my account statement proving that it's me and then my purchase statement with the amount of the purchase I made at the casino, that is, the deposit that was made through my account to that virtual card that is created from my account

here is the virtual card I created to make the deposit

here is the extract of the payment operation through the virtual card that was created through my account there is the description of the movement these data if confirmed with the casino must be their payment data or the entity where the money goes you can confirm that

and here is the extract proving that this account is mine now here the confusion you must make is due to the virtual credit card that was created through my account not having the same number as this account I don't know, but if you check all the documents that I sent you can understand everything please guru I really want help I know you will help me

Thanks for the detailed explanation.

I have no doubt we will come up with something so that the casino is satisfied.

Do you have perchance some sort of document (email) confirming the virtual card was created for your bank account?

You misunderstood. I am hopeful we will resolve this.

There is no need to resend what you already sent. Please don't spam.

I am asking you to search for a confirmation of the creation of the virtual card. It might be in your email inbox from the day you created the card. Please check it and tell me if it is available to you. If not we'll look for another solution.

Does the application that is mbaway not send email creates if the card says what the value is does it create the card with the format like the last image I sent?

ruisoares3,

I can't be sure. I don't live in your country and don't use this application.

There has to be a way to request documents from mbaway app or bank - documents the casino will accept. Please ask your bank or mbaway support on how to request such a document and let me know what they replied.

Okok I'll see this today and I'll send the answer here

Thanks, Rui, for the update.

Ice Casino,

will the newly submitted documents be sufficient? Please provide us feedback on the verification issue.

I'm waiting for an answer, I've already sent everything I got, will the casino continue to make my life difficult?

Hello ruisoares3

We're truly sorry, but could you by chance point out where exactly within the provided documents, the card 518988******6107 is mentioned?

Thank you so much in advance!

Kind regards

This one is all just trying to understand the card that made the purchase was a virtual credit card created through the mbaway app this card ended el 6107 was created with the money from my debit account that ends in 512 there in the images you can see and understand the extract of the purchase I made for 40 euros, if you go to the history of your database, you can cross the data and see that everything is correct, I don't know what to do anymore, I've been to the bank, I've been everywhere and I have everything clarified there

someone can help me? I had to speak with the authorities of the Portuguese scam complaints they advised me to go ahead with this because what I did is all legal, they explained to me that these casinos do these types of frauds and they blocked the accounts so no one receives the money and make life difficult for people, I was also told that sooner or later these pages will all close and I will be without my money

Hello ruisoares3,

There is nothing unusual in the casino verifying the payment method you used to deposit. All licensed casinos are required to comply with anti-money laundering laws and Ice Casino is no exception. They have to make sure the method you used is in your name. I agree that you have to choose the casino with care, but I am confident that we will find a solution to your current situation.

Ice Casino,

could you inform us about the status of the verification of the card ending 6107? Could you advise about what steps should be taken next?

Did you manage to understand all the documents I sent?

Dear ruisoares3

Once again, sorry for the inconvenience caused, but is there a chance that your bank could provide you with the signed document, that the card indeed belongs to you?

Since we were unable to identify the card number within the provided scans.

Thank you for understanding.

Kind regards

Good morning, the virtual cards automatically create an independent number, but as I have already sent all the documents there, you can see that through the

My account I created this card, I went to the bank counter and they just gave me and I printed everything I sent, I also sent the extract of that purchase that I made when I loaded the ice casino account and the card they created, I didn't understand the why do they make life so difficult and they even blocked my account

here is the extract of the operation that I made to create the card ending in 6107 through my account. if they cross the data, I think it's easy to understand I don't understand why they don't try to do that

Hello all,

Are there any news about the case?

Hello

when no one answers me I'm being deceived by such a simple thing

Dear Tomas,

Please help us out here 🙂

We cannot identify whether the card belongs to the player, since the provided documents do not state this.

Can you, Tomas, see this proof anywhere within the provided scans?

Thank you in advance!

Kidd regards

Hello all,

my suggestion is for Rui to make a video of him logging into the application on his phone.

I briefly discussed this option with him 2 weeks ago in an email exchange. As the bank app has the information about him, his bank account, and the card used.

IceCasino,

Would this solution for verification of the card used be satisfactory for you?

if you want me to do that, I can do it and say I'll make a video accessing the app and showing the card is virtual credit that I can access there, can it be like this?

Yes, we will accept it.

Kind regards

As I upload the video here I'm not able to put it just give the photos

someone help me plz

Can I send it to some mail or something?

I have already emailed the video to ice casino support heard sending the video via email to ice casino I also hope that after the video my situation will be resolved because with the video so there is no way they can't prove that the account is not mine

Hello ruisoares3,

I received the video in my email from you. Have you submitted the video to the casino as well?

Please understand I cannot submit it for you. Thanks for your cooperation.