The player from Germany is complaining about the lengthy verification process. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
IceCasino - Player’s struggling to complete account verification.
Amount: €2,100
IceCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I did the kyc verification in August until today no confirmation customer service wrote to the 100 times always the same answer tried 4 days ago to pay out the money nothing works supposedly still no kyc procedure successfully completed although it was all months ago ??? If this continues, I will definitely go to a lawyer
Automatic translation:
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2 years ago
Dear Blondi0101,
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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2 years ago
Translation
Yes, a few days that's fine, but months????
yes I should send a picture where my credit card with name and bank statements from the credit card!
This credit card is a prepaid credit card, which means I load the amount beforehand using a Jokermaster card, I can't have a bank statement from it !! So what I have I have already sent in there but still supposedly nothing works!!!
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2 years ago
Translation
I just spoke to jokermasterbank, the credit card is nothing more than a paysafe top-up card! That's why I can't get a bank statement. As I said, everything I have I have entered into the kyc. I have nothing more of it!
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2 years ago
Translation
I spoke to a lawyer who said it was bordering on fraud! I will wait this week to see what is new there in your case is on your site within 5 days the money will be there if it is not so we will be forced to turn on the lawyer who will check the site and then it will go on in court Yours sincerely To greet
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2 years ago
Hello,
According to our records, the player does not have any pending withdrawal requests.
Kind regards
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2 years ago
Thank you very much, IceCasino team, for checking this out.
Dear Blondi0101,
Could you please advise how much is your active balance now?
