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

Hello. I registered with Icebet over a month ago and verified as offered on the website.

I then won and wanted to withdraw (05/04/2023). Since then, the payment has been delayed, new things are always being requested, sometimes the same things that have already been sent. Thousands of selfies with ID and various documents on it at the same time or with the website in the background. In addition to these obscure requirements, a front and back copy of my bank card and additional bank statements.

The casino willfully delays the payout. Unfortunately I have to assume that the casino are scammers.

Hallo. Ich habe mich bei Icebet vor über einem Monat registriert und verifiziert wie auf der Website angeboten.

Ich habe daraufhin gewonnen und wollte auszahlen (04.05.2023). Seit dem verzögert sich die Auszahlung, es werden immer neue Dinge nachgefordert, teilweise auch die selben Dinge die schon geschickt worden. Tausend Selfies mit Ausweis und verschiedenen Dokumenten gleichzeitig darauf oder mit der Website im Hintergrund. Zusätzlich zu diesen obskuren Anforderungen eine Kopie meiner Bankkarte von vorne und hinten und zusätzlich Kontoauszüge.

Das Casino verzögert die Auszahlung mutwillig. Leider muss ich davon ausgehen, dass das Casino Betrüger sind.

Dear michaelderschmidt88,

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 and sometimes casinos need additional documents to fully verify players' identities.

Could you please advise when exactly you sent the last document? 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

Hello.

According to the casino, the verification process is complete.

Unfortunately, there is no response to my withdrawal request.

The support says that the KYC department (at the same time the finance department according to the support) is responsible. They also do not respond to emails with questions about my payout.

Hallo.

Laut Casino ist der Verifikationsprozess abgeschlossen.

Nur leider wird auf meine Auszahlungsanfrage nicht reagiert.

Der Support sagt, die KYC Abteilung (gleichzeitig Finanzabteilung laut Support) sei zuständig. Diese reagiert aber auch nicht auf Emails mit Fragen zu meiner Auszahlung.

Hello. The payout has now worked. Thanks.

Hallo. Mittlerweile hat die Auszahlung geklappt. Danke.

Dear michaelderschmidt88,

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.

Best regards,

Kristina

Casino.Guru