IceCasino - La cuenta del jugador ha sido bloqueada.

I did the KYC verification at ice casino months ago when I found out about the platform, and in February they asked me again for my selfie with identity and I attached my document along with my husband's by mistake, so they blocked my account on the 28/02th I received it an email from them asking me to explain the reason for sending this document that was together with mine, I explained the situation on March 1st and that same day the support informed that they would work with the unlocking of my account, today March 11th my account is still blocked, preventing me from withdrawing my money, I informed them that I like the platform and I even indicated it, but in this way they lose the customer's trust. the responsible department" inadmissible this whole time.

Fiz a verificação KYC no ice casino meses atrás quando conheci a plataforma, e no mês de fevereiro me pediram novamente minha selfie com identidade e anexei o meu documento junto com o do meu marido por engano, então bloquearam minha conta no dia 28/02 recebi um e-mail deles pedindo pra explicar o porque do envio desse documento que foi junto com o meu , expliquei a situação no dia 1 de março e nesse mesmo dia o suporte informou que iria trabalhar com o desbloqueio da minha conta, hoje 11 de março minha conta continua bloqueada impedida de sacar meu dinheiro, informei a eles que gosto da plataforma e até já indiquei mas dessa forma eles perdem a confiança do cliente daqui a pouco completa 15 dias bloqueada e eles sempre me dão a mesma reposta, " tem que aguarda o departamento responsável" inadmissível esse tempo todo.

Dear Maiara,

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 if your husband has an account in this casino as well? Was anything else requested from you in order to have your account reinstated?

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

Yes, he also has an account, because I always refer people close to me and followers because the platform has interesting bonuses.

They didn't ask me for anything, just to explain why the wrong document was sent, I explained to the support in the live chat it was clarified, and they informed that they would unlock it as soon as possible, and every day they inform that they have to wait for the responsible department.

My account was already fully verified, I had already made other withdrawals before and it fell right in 2 business days, but that was my highest gain on the platform and the other day after requesting the withdrawal I was blocked.

Sim ele também tem uma conta, pois eu sempre indico pra pessoas próximas a mim e seguidores pois a plataforma tem bônus interessantes.

Não me pediram nada, somente pra explicar o porque do envio do documento errado, expliquei ao suporte no chat ao vivo ficou esclarecido, e informaram que iriam desbloquear o mais rápido possível, e todos os dias eles informam que tem que aguarda o departamento responsável.

A minha conta já era toda verificada, eu já tinha feito outros saques antes e caía certinho com 2 dia úteis, mas esse foi o meu ganho mais alto na plataforma e no outro dia após solicitar o saque fui bloqueada.

My account was already verified.

Minha conta já era verificada.

Thank you very much, Maiara, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Maiara,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino,

Could you please state why the player's account got blocked? Is this issue resolved after the successful verification?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you, I hope to be able to access my account again.

Obrigada, espero conseguir ter acesso a minha conta novamente.

Hello,

Since the Casino received a brief explanation re the issue, we are happy to inform the account has been unblocked.

Kind regards

Dear Maiara,

Is there anything else we can help you with? If there is nothing else to help you with, we will mark the complaint as "resolved".

I am looking forward to your response.

Kind regards,

Stefan

Hello good afternoon, my account has been unlocked. Thank you ☺️

Olá boa tarde, minha conta foi desbloqueada. Obrigada ☺️

Dear Maiara,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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.

Kind regards,

Stefan