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

I'm waiting for the verification of my account that is never done, I have a pending pix withdrawal but I'm stuck on this Verification, I ask you to help me verify my account and receive my winnings because I already made the deposit that was requested of me

Estou esperando a verificação da minha conta que não é feita nunca, estou com um saque pix pendente mas estou preso a está Verificação, peço que me ajudem a verificar minha conta e receber meus ganhos pois já fiz o depósito que me foi solicitado

Dear Adenilsonespindola,

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 have you already provided and when exactly you sent 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,

Kristina

Dear Adenilsonespindola,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.