The player from Chile has been waiting for over a week for account verification and withdrawal. Despite speaking with support, she has been told to wait with no further resolution. After the player sent all the required identity documents, her account was verified and she received her winnings. Therefore, we closed the complaint as resolved.
IceCasino - Player’s verification and withdrawal are delayed.
Amount: $591,000 CLP
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
I have been waiting for more than a week for my account to be verified and I also made a withdrawal of the stipulated amount, I have spoken with support but they only tell me that I should wait, but it is a long time that I have been waiting
Automatic translation:
Public
Public
10 months ago
Dear daniatobarp,
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.
Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Veronika
Public
Public
10 months ago
Translation
Yes, of course, send a photo of my identity card on both sides on 06/16/2023 and also my bank statement so they can confirm the address, as requested on the page that day, send everything
Automatic translation:
Public
Public
10 months ago
Translation
on 06.24.2023 I
They asked me to upload a photo of me with my ID next to it, supposedly so that the verification is faster but I've already been waiting 10 days
Automatic translation:
Public
Public
10 months ago
Do I understand correctly that the casino asked you to send them a photo of you holding your ID on June 24? Could you please confirm that you sent them the requested photograph?
Public
Public
10 months ago
Translation
yes, I want to inform you that today they verified me and my money is already in my bank account
Automatic translation:
Public
Public
10 months ago
Dear daniatobarp,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
Please disable your AdBlock