The player from Greece, who had previously made successful withdrawals, had reported delays with his recent withdrawal request of €4,500. Despite having completed the verification process, the casino had demanded additional documents. However, the player had later gambled away his winnings and requested the closure of his complaint.
IceCasino - Player's withdrawal gets delayed due to additional verification requirements.
Amount: €4,500
IceCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Good evening.
I am a player who has successfully completed the KYC check and played several times at ICE Casino. My first withdrawal was successfully completed via bank transfer for the amount of €2,100, within the limits set by the casino (within 48 hours).
On my 2nd withdrawal request, for the amount of €4,500, the casino started delays and under the pretext of further verification (of my income sources!) proceeded to cancel my withdrawal request.
So they told me that I need to wait for the account to be re-audited to see my payroll (!) and that until the audit is done by their competent department my withdrawals remain frozen.
Please note that since the request, in the Live Chat they told me that I only need to wait for the 48 hours or 5 working days and that my transaction is being processed by the relevant department. Of course, there is wording in the terms "at any time the casino may request additional documents". Typically, however, in order to pass the time and later cancel the withdrawal, earlier they stated that no action was needed from me (e.g. new documents) and asked me to just wait.
I have read dozens of similar complaints so I may need the help of the Casino Guro team to investigate the incident.
Public
Public
10 months ago
Dear tk007,
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 take KYC lightly and many casinos require additional documents even though the player's account has been verified.
Do I understand correctly that verifying the source of income is the only document that needs to be verified? Could you please clarify when exactly you provided it?
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,
Kristina
