IceCasino - El retiro del jugador no ha sido procesado.

Player ID: 32968401

I made two deposits of €25, I made a profit of €400, which I asked to deposit into my account. So far it hasn't happened. I spoke to support who told me I have to wait for account verification. Which I've been waiting for days.

There is advertising for this casino that comes from famous people, which leads us to believe that it is a serious casino, says that the maximum is 2 working days to make a deposit. But at this moment, no account verification is done.

If I didn't even know a euro, I would have put it in!!

Everything leads me to wish I lost the money!!!

ID jogador: 32968401

Fiz dois depósitos de 25€, obtive um lucro de 400€, os quais pedi para fazerem depósito na minha conta. Até ao momento ainda não aconteceu. Falei com o suporte que me disse que tenho de aguardar a verificação da conta. Que já aguardo há dias.

Existe publicidade a este casino que parte por parte de gente famosa, que nos leva a acreditar que seja um casino sério, diz que o máximo são 2 dias úteis para fazer depósito. Mas neste momento nem verificação de conta está feita.

Se soubesse nem um euro la tinha metido!!

Tudo me leva a querer que perdi o dinheiro!!!

Dear elianamorgadinho,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please clarify when exactly you requested this withdrawal and when exactly you submitted documents to pass the verification?

Looking forward to hearing from you.

Best regards,

Kristina

Hello,

I requested the withdrawal on the 23/06/2022. Regarding account verification, they say nothing. I still don't know if it has been verified… Nothing is clear in this casino.

thanks for listening.

carefully

Eliana,

ola,

pedi a retirada no dia 23/06/2022. Em relação a verificação da conta não dizem nada. Ainda nem sei se a mesma foi verificada… Nada é claro neste casino.

obrigado pela atenção.

atentamente

Eliana ,

Dear elianamorgadinho

Have you tried speaking to live support to clarify your question?

Casino guru complaint center is a dispute resolution center, not the dedicated support. Looks like you should first try and ask Casino.

Can you please do that?

Thank you in advance!

Kind regards

Yes, support said it had to wait. Until today. In fact, the support is also horrible, they just want to get it done and if we insist on a question, they get aggressive in their response.

From what I can see I'm going to run out of money.

Sim, o suporte disse que tinha de aguardar. Até hoje. Aliás o suporte também é horrível, só quer despachar e se insistimos em alguma questão chegam a ser agressivos na resposta.

Pelo que vejo vou ficar sem o dinheiro.

Dear elianamorgadinho

As far as I see, you are dissatisfied with the fact that Casino requested KYC. But KYC is an essential part of casino-player cooperation.

Also, I've checked all the correspondence between you and customer support. How about we make a deal - if you could point out where exactly the support was "aggressive", we will make a penalty to that very person, and the amount of penalty will be transferred onto your gaming account.

Kind regards,

Alexander

Head of the Casino

Hello everyone,

Thank you Alexander for taking your time to help us with this case.

elianamorgadinho, I am sure you understand that in order to be verified you first need to provide the necessary documents. The vast majority of casinos will not process withdrawals before verifying players' identities. Therefore, I would like to suggest that you fully cooperate with the casino's support and submit all the required documents as soon as possible in order to speed up the whole process. Please, let us know when you provide them. Thank you in advance.

Good Morning,

Thanks for the replies from both. The account has already been verified and I received an email saying that the deposit was successful. As soon as the amount enters my account, I'll let you know. For the case to be closed.

I thank you in advance for your cooperation.

Carefully,

Eliana

Bom dia,

Obrigada pelas respostas de ambos. A conta já foi verificada e recebi um email a dizer que o depósito tinha sido bem sucedido. Assim que o valor entrar na minha conta, aviso. Para que seja encerrado o caso.

Desde já agradeço a vossa colaboração.

Atentamente,

Eliana

I am happy to hear that you have managed to pass the verification and request a withdrawal. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Dear elianamorgadinho,

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

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.