IceCasino - El jugador tiene dificultades para completar la verificación de la cuenta.

I verified myself on 11/15/2022 and have not received a confirmation until today. Support always says several hours to several days. An employee said a maximum of 4 days. These 4 days have already been reached and I'm still not verified. My requested payment of 2000 euros are still not on my account

Ich habe mich am 15.11.2022 verifiziert und habe bis heute keine Bestätigung erhalten. Es wird immer gesagt im Support mehrere Stunden bis mehrere Tage. Eine Mitarbeiterin meinte maximal 4 Tage. Diese 4 Tage sind bereits erreicht und ich bin immer noch nicht verifiziert. Meine beantragte Auszahlung von 2000 Euro sind bis heute nicht auf mein Konto

Dear Pepestaufenberg,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

No there is no problem with the documents. Everything that was requested was sent. I have already asked several times what the courage of the verification is, since it is not yet complete. The answer is always the same. It can take hours to days. Other casinos, regardless of whether they are busy or not, can do this within 2 days.

Nein es gibt kein Problem mit den Dokumenten. Es wurde alles gesendet, was verlangt worden ist. Ich habe ja mehrfach schon gefragt was Mut der Verifizierung ist, da sie noch nicht durch ist. Als Antwort immer das selbe. Es kann Stunden bis Tage dauern. Andere Casinos egal ob ein viel besuchten oder nicht, schafft das binnen 2 Tagen.

Dear Casino Guru Team, you can close the complaint. In life you have to learn to be patient again, which is quickly forgotten with the new technologies that everything runs quickly and smoothly. I would like to apologize to ICECasino for the complaint, they did everything right and it was just my lack of patience. I will continue to play at the casino as I love the structure and variety of games. Keep it up 🙂

Liebes Casino Guru Team, Sie können die Beschwerde schließen. Im Leben muss man wieder lernen, Geduld zu haben, was mit den neuartigen Technologien, dass alles schnell und flüssig läuft, schnell verlernt wird. Ich möchte mich bei ICECasino für die Beschwerde entschuldigen, sie haben alles richtig gemacht und es lag einzig und allein an meiner nicht vorhandenen Geduld. Ich werde weiterhin bei dem Casino spielen, da der Aufbau und die Vielfalt an Spielen mich begeistern. Weiter so 🙂

Great news 🙂 As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Pepestaufenberg, for your confirmation, and please don’t 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,

Petronela

Casino.Guru