The player was unable to withdraw his balance due ongoing verification. The complaint was closed as the player lost his balance during the verification process.
IceCasino - The player was unable to withdraw his balance.
Amount: €30,000
IceCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I have an account at Icecasino.
My account should be verified in order to make a withdrawal.
On December 29th, 2022 I received an email from the casino that my account was verified.
When I then wanted to arrange payouts, I kept getting messages that my account was not verified and I cannot withdraw anything. However, it has been verified by email from the casino. So I was only stalled to keep checking the account and keep gambling.
now there is nothing left, of course everything is playful. I would like to make one complaint though, it can't be that the win is withheld and you can't get rid of it except that you're always tempted to gamble.
The whole thing is a scam in my eyes and should be prohibited.
If the money had simply been paid out to me at the time, I would not have gambled everything away and I am angry at myself and at the casino - I have never encountered such behavior.
can you do something here? According to the casino, the account was verified but if I wanted to withdraw something, they wouldn't let me...
Therefore, if possible, I claim the profit at the time of account verification.
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1 year ago
Hello Elcowl,
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 speak to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents and unfortunately, if you have lost your balance meanwhile, there is not much we could do.
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello,
I got an email that my account has already been verified. When I wanted to withdraw I was stalled and told my account was not verified.
But that was proven to be the case - I still have the e-mail.
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1 year ago
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Short update - meanwhile my account there has been blocked. Got all emails regarding account verification and screenshots if needed.
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1 year ago
Did the casino contacted you after they blocked your account? Please forward all the evidences to nikolas.b@casino.guru.
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1 year ago
Translation
Hello Nick,
Nobody informed me, I noticed it when I wanted to register to secure everything. What can I deliver exactly?
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1 year ago
Translation
Hello IceCasino employees,
according to the chat of the employee it is not possible to block yourself via chat - now it has been blocked? Sorry, but you at IceCasino somehow contradict you on everything. According to your colleague in the chat, it's not possible, I can only set myself limits etc. Then I got banned. For me it looks then of course as if I was blocked because of the CasinoGuru message.
An e-mail from my side as requested was not sent by me
Edited
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1 year ago
Hello Elcowl,
Why did you want to close your account? When exactly did you request for it and how long after that was it closed?
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1 year ago
Translation
Hello Nick,
In my opinion it is cheating the customer. First the account is verified, I sent you the confirmation email. Then when you let something pay out. Will keeps getting asked for paperwork over and over again - even though the account is confirmed verified.
So I feel cheated and asked to close the chat. like mom As you can see in the screenshot, this MUST be done by email according to the casino staff. I didn't send an email and my account is still blocked?
This casino is just not honest or customer friendly in my opinion
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1 year ago
Dear IceCasino,
Is the player still able to finish his verification and withdraw his remaining balance even though his account is closed?
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1 year ago
Dear Nick,
The player has EUR 0.09, which is below the withdrawal threshold.
Kind regards
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1 year ago
Translation
Sorry, but that wasn't the point from the start - please read carefully what the topic was originally, Nick...
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1 year ago
Hello Elcowl,
I'm sorry but the casino is not responsible for the money you lost during the verification process. We wanted to make sure that your account is really verified and in case you will wish to withdraw, there won't be any problem.
The money you lost during the process is your responsibility.
Is there anything else we can assist you with?
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1 year ago
Translation
I am aware of that myself.
The casino had verified my account and when it came to the withdrawal they delayed it and lured it online to play again and again.
It may be legal, but in my opinion this is a sign of behavior that is not customer-oriented or even trustworthy.
Do what you want with the ticket
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1 year ago
Hello Elcowl,
Unfortunately this is not a situation we can punish the casino for. Every online casino may request additional verification anytime specially when you request a withdrawal.
The complaint will be now closed as it is the player's decision whether to play away the balance or wait for the withdrawal.
Best regards,
Nick
