The player's verification is delayed for 3 weeks. The complaint was resolved as the player received his money from the casino. However, his account remain blocked.
IceCasino - The player's verification is delayed.
Amount: 8,000 zł
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
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11 months ago
Translation
HELLO, I DECIDED TO PLAY ICE CASINO BECAUSE IT HAS GREAT OPINIONS ON THE FORUM. BUT IN REALITY IT IS NOT.
ON APRIL 25, I CREATE AN ACCOUNT AT ICE CASINO vulkanvegass58@gmail.com / APRIL 30. I WAS ASKED TO SEND VERIFICATION DOCUMENTS. AND I DID IT, ON MAY 3. I ORDERED A WITHDRAWAL. TODAY ANOTHER DAY PASSES AND THE ACCOUNT IS NOT VERIFIED AND I PAY OUT. WHAT WITH MY VERIFICATION, I RECEIVE SHORT ANSWERS SO THAT I WILL BE PATIENT,
How much longer can I wait? Winning money I was so happy that I ordered a trip for my fiancée and there I wanted to ask for a hand, i.e. engagement. There is less and less time left until departure, Fiancee will think that I am just a cheater. PLEASE HELP IN THIS CASE Clarification
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11 months ago
Hello nikolaluczakvul,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
On April 27, my payment request was approved
On April 30, I was ordered to submit an income document
On May 3, I submitted the document and ordered the payment again
TILL TODAY NO DOCUMENTS HAVE BEEN VERIFIED AND SUPPORT REPEATS WAIT,,,
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11 months ago
Hello KRYSTIAN
Sorry you've faced issues.
Can you please provide your account ID, since we were not able to find your account by e-mail provided.
Best regards
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11 months ago
Dear nikolaluczakvul
Such player does not exist.
Please double-check the information. A screenshot from the profile may help us find your gaming account.
Regards
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11 months ago
Hello nikolaluczakvul,
Please provide all the requested information to the casino in order to locate your account.
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11 months ago
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Hello, here are the documents
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11 months ago
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receives system messages from you all the time
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11 months ago
Dear nikolaluczakvul
You see, you did not even provide a valid account ID, as well as the e-mail is totally different.
Your account is under investigation of the gaming activity. We will revert shortly.
Kind regards
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11 months ago
Translation
WELCOME, ICE CASINO REPRESENTATIVE, EMAIL ADDRESS IS PROVIDED IN [MY FIRST MESSAGE ...ABOVE vulkanvegass58@gmail.com
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11 months ago
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HELLO THE ACCOUNT SEEMS VERIFIED BUT HOW I WANT TO ORDER A WITHDRAWAL IS BLOCKED?
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11 months ago
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hello today on my account everything as it should be. Thank you very much for your help in clarifying the matter, greetings to Ice and the head of the GURU
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11 months ago
Dear nikolaluczakvul,
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,
Casino.Guru
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10 months ago
The complaint was reopened as the player submitted a new complaint. Can you please elaborate what happen?
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10 months ago
Translation
hello. I received a message that my account has been verified, I described the message here. I ordered a withdrawal of 2k euros and submitted income documents. While waiting for the withdrawal, my account was blocked. From the support I got information that I was playing incorrectly with the bonus. The support did not want to say anything more than that I broke the rules. I don't play in casinos, I'm not a gambler, If I knew that I would have so many problems with ice casino, I would never make a deposit. Please help me clarify this matter,
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10 months ago
Dear IceCasino,
Can you please clarify what happen with the player's account?
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10 months ago
Dear Player
Please make a withdrawal request. We cannot make one for you.
Regards
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10 months ago
Translation
WELCOME. CASINO REPRESENTATIVE, I'M SUBMITTING A PAYMENT ORDER, THE ACCOUNT HAS BEEN REOPENED. THANK YOU VERY MUCH
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10 months ago
Dear nikolaluczakvul,
Please let us know once the withdrawal has been processed so the complaint may be closed accordingly.
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10 months ago
Translation
HELLO. A STRANGE SITUATION BECAUSE I HAVE ORDERED A WITHDRAWAL. I RECEIVED THE MONEY ON PERSONAL ACCOUNT, BUT ICE CASINO ACCOUNT HAS BLOCKED BACK AND NO ACCESS
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10 months ago
Hello,
We'd like to confirm, the withdrawal was completed on 04:37:04 (UTC)
The account is now permanently blocked upon Casino's decision.
Regards
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10 months ago
Hello nikolaluczakvul,
If the money has been paid out and your casino account has no balance, the casino has every right to close your account without any reason given.
As you received the payout, the complaint will be now considered as resolved.
Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Regards,
Nick
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