IceCasino - Player's withdrawal delayed due to extra card verification requirements.

Icecasino.com wont accept my withdraw. Hello i played at Icecasino and won. Im trying to withdraw 40€ but they wont let me withdraw. They say on 8.11.3 on their conditions that they ask kyc on over 1000 usd wins. Well im trying to withdraw only 40€ but they still asked for kyc. Well i sent them photos of my id, photos of my bank card WHICH I used to deposit to their site. And photos of utilities to confirm my address. And selfie of me with id and bank card. They accepted all the kyc verifications but after that they started asking me photos and selfies of my other bank card which i only tried to deposit with but wasnt sure if that old card still works. Didnt work because of the cars limits so i didnt even deposit with that one. Only tried the information on deposit and it sais its not working. Still they asked info on that card even tho It wasnt even used to deposit anything. Well i still sent photos of that card too and selfie with it and id. But now they wont accept that verification. They have accepted my id, utility bill and the cars I DID use to deposit to their site. But on the card i didnt even use to deposit it says "on review" and not accepted and they still havent send me my withdrawal and the 40€ is visible on casinos balance. I have contacted multiple times to live chat but they just be rude and say you can withdraw when kyc is accepted. I have waited multiple days and i dont think i should even be supposed to send picture to them of my other bank vard which was not even used as a payment tool to their site.

Dear Freshyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you've made only a single deposit in the casino?
• Has the casino explained why it's necessary to verify the payment method that wasn't successfully used for deposits?
• Do I understand correctly you aren't allowed to request a withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I contacted them simultaeonusly on live chat and and they finally understood the problem on their side and let me withdraw when i said i have to contact guru to help me resolve this problem. Thanks

Hello,

According to our records, the withdrawal was successful and the player received the winning at 18.01.2024 11:58:22 (UTC).

Kind regards

Thanks to both parties for your reply.

Dear Freshyy,

Could you please confirm you received your winnings in your bank account? May we consider the issue resolved?

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Dear Freshyy,

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 and IceCasino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru