The player from Greece submitted his identity documents two months ago. Unfortunately, his account has not been verified yet. The casino asked the player to submit a more recent document needed for verification. After that, his winnings were paid out and the complaint was resolved.
IceCasino - Player struggles to complete account verification.
Amount: €150
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have been waiting for account verification for almost two months now...in the meantime I have lost my winnings.....yesterday after I talked to the casino about the delay they immediately sent me a reply that the document I had submitted for the address is not valid. ...and it makes sense that it should not be in the margin of two months since they took two months to check it...I sent a new document and I am still waiting...I imagine that they will look at this in two months and I will receive the same answer. ...and all this while I have a pending withdrawal of 150 euros....
Automatic translation:
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1 year ago
Dear jimspy,
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
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1 year ago
Translation
the documents were submitted about two months ago....yesterday I contacted the casino to see why the verification is taking so long and they replied that they will look into it soon....actually after a few hours I received an email in which they told me that I need to send a new document for the address since it must be within the last 3 months (when the first shipment was made, the document met the time limit)...
I immediately sent a new electricity bill and since then I have had no further information
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1 year ago
Translation
Yes I received them....all good ... thanks
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1 year ago
Dear jimspy,
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
