IceCasino - La cuenta del jugador fue bloqueada

I won €7000, the account was already verified and I was asked for more documents which I sent immediately. I am confirmed that the documents have been accepted and to proceed with the withdrawal. Account blocked after 3 days. I write to support and they tell me to send more documentation which I obviously sent. Still nothing.

Ich habe 7000 € gewonnen, das Konto war bereits verifiziert und ich wurde nach weiteren Dokumenten gefragt, die ich sofort geschickt habe. Mir wird bestätigt, dass die Dokumente akzeptiert wurden und mit dem Widerruf fortzufahren. Konto nach 3 Tagen gesperrt. Ich schreibe an den Support und sie sagen mir, ich solle weitere Unterlagen schicken, die ich offensichtlich geschickt habe. Immer noch nichts.

Dear Amedeo,

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. Casinos can often request additional verification if the amount won or the amount deposited in the casino exceeds a certain limit.

Could you please explain what documents did the casino ask for, when they blocked your account? Could you please advise if you won with help of a casino bonus or a promotion?

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,

Tomas

Hi,the KYC was already finish From a long time… i always did withdrawals without problems,this time i won 7000€ and they asked me a Bank Statement and a paycheck for proving my funds,i sent everything and some days later the support says That i can withdraw because the KYC is finish. I did. the withdraw again,then the account is Blocked now. I Wrote the support and they asked another document. I‘m really mad

Update: they asked now for a Bank Statement,but the card i used is a virtual card and on the Bank Statement you can’t See the card Numbers. I already sent the screenshot of the card with my Name on it and every document else that they asked me for!

They unblocked my account but i still wait for the withdrawal That i did 3 Times now and i wait the Money since weeks already

Thank you for the update, Amedeo.

Requesting additional documents for verification is nothing usual especially after a large withdrawal is requested or after a large deposit is made.

Temporary blocking of the account during verification is quite common as well.

I hope your withdrawals will proceed without further issues.

Please let us know about any further news, we'll keep the complaint open until you confirm the withdrawal was successful. Looking forward to hearing from you.

I’m still waiting for my money…I did the first withdrawal the 26.04 then I received the email with missing documents and I want to specify that I have the account verified since one year. Then I did a second time the withdrawal,they blocked me, and now the third withdrawal I did last Friday. Is pretty annoying honestly!

Dear Amedeo

Have you received your money yet?

Can the complaint be resolved?

Regards

The withdrawal has the Voice „success „ But still waiting for the Money in my Bank account

Thanks to both parties for their replies and the update.

Dear Amedeo,

I am glad to hear the casino processed your withdrawal. Please let us know when the funds reach you or in case you need further assistance.

Dear Amedeo,

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.

It appears that this issue may have been resolved, but without confirmation from the player that the cashout was received, we are forced to reject this complaint.

The player can reopen this complaint anytime.