HomeComplaintsIceCasino - Player’s struggling to complete the account verification.

IceCasino - Player’s struggling to complete the account verification.

Amount: 1,650 lei

IceCasino
Safety Index:Very high
Submitted: 14 Jun 2022 | Resolved : 03 Jul 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Romania is experiencing difficulties withdrawing her winnings due to ongoing additional verification. Player’s complaint has been resolved successfully.

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2 years ago

I have opened an account on https://icecasino6.com/en. I have won around 400e and I send to them all the documents they asked for. I’ve wait for a week and nothing happens. I have contacted the support and they always told me I will need to wait. Now they blocked my account without transfer the money saying that the card is a 3rd party card wich is a lie. It is my card with my name on it. I have 2 first name clearly visible in my ID which was also send to them. What can I do? Where to address a complaint and how to contact the legal authorities?


Thank you very much

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2 years ago

Dear Teodora,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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2 years ago

Dear Teodora,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Hello,


thank you very much for your e-mail.

I was in Israel on vacation for a couple of days and I did not had access on the page in order to reply.

I got an email from them saying that the KYC verification was done successfully.


i’ve requested again the withdraw but still waiting since Friday. At least they reopened my account and the withdraw is in progress at this stage.


let’s see what’s happening


i will keep you updated


thank you very much


teodora s****

Edited by a Casino Guru admin
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2 years ago

Thank you, Teodora, for the update. Please keep me informed about any further developments. I will be waiting for your reply patiently.

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2 years ago

Hello Petronela,


i got yesterday an e-mail from them with the following note:


Your Winnings have been successfully withdrawn!

Your login: t****ras***a@yahoo.com

Payment metod: bank_cards_out


let’s see. I think that it is sorted out.


thank you very much foe your help

Edited by a Casino Guru admin
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2 years ago

Hello,

We'd like to confirm, the player received the winnings at 24.06.2022 15:58:28 (UTC)


Kind regards

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2 years ago

Hello,


winnings are not yet in my bank account

I hot just the confirmation that it was transferred

I will let you know once I receive them


thank you very much


Teodora

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2 years ago

Thank you very much, Teodora, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

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2 years ago

Hello


I received the money today

thank you very muc

teodora

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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, Teodora, 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

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