IceCasino - El jugador afirma que el pago se ha retrasado.

Good afternoon, I have an account at ice casino, I registered and everything was accepted, I made several deposits, all were accepted, but I made a deposit of 50 euros and I went to play I won 500 euros, so I lost to withdraw the money and I received an email saying that my withdrawal was successful, today I received an email saying that my account is blocked, I tried to contact the casino and no one answers me, so I ask you to help me please thank you.

Boa Tarde tudo bem,tenho conta no ice casino,fez meu cadastro tudo foi aceito fez vários depósitos todos foram aceito,mais fez um depósito de 50 euros e fui jogar ganhei 500 euros,então perdi pra retirar o dinheiro e recebi um email a fala quer minha retirada foi com sucesso,hoje recebi um email a fala quer minha conta esta bloqueada tentei entrar em contacto com casino e ninguém mim responde por isso peço quer mim ajude porfavor obrigada.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear A1exsandra,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear A1exsandra,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning,

Unfortunately, I have not yet received a reply from ICE Casino, nor have I received the money I spent or won.

I've attached their latest emails, in which they ended up blocking me.

According to what I found out from them, I had sent a false ID. I sent my ID and other documents again and they still haven't done anything so far.

Can you help?

Best regards,

Bom dia,

Infelizmente ainda não recebi nenhuma resposta do ICE Casino, nem o dinheiro gasto ou ganho.

Em anexo, envio os últimos emails deles, onde eles acabaram por me bloquear.

Segundo o que consegui apurar junto deles, eu teria enviado uma identidade falsa. Voltei a enviar a minha identidade e outros documentos e mesmo assim não fizeram nada até agora.

Podem ajudar?

Cumprimentos,

Attila good morning a Merry Christmas to you and your family, happy vacations.

Attila bom dia um Feliz Natal pra você e sua família,boas férias.

Hello A1exsandra,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for helping me, I hope so. Have a good weekend and happy holidays.

Tudo bem obrigada por esta a mim ajudar eu espero,um bom fim de semana para você e boas festas.

Dear A1exsandra,

Thank you very much for your reply, I hope you've had nice holidays as well.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you submit all of the documents for the KYC verification truthfully and in the requested format?
• Did you accumulate your winnings with or without an active bonus?
• Additionally, could you please send a link to the casino in question?

Thank you very much in advance for your reply.

Best regards,

Attila G.

Good afternoon,

I played the slot machine, sent all my documents, and they were approved. I made a deposit of 50 euros and it was successful. I attach a photo of the deposit. As for the ice casino link, I can't send it because they've blocked my account. Nobody talks to me, I've sent several emails to ice casino and nobody answers. That's why I decided to ask the casino guru for help. I'll send you the photos of the deposit, of the reply they gave me, where it says that my withdrawal was successfully accepted and another where ice casino says that my account is

Boa Tarde,

Eu joguei no caça-niqueis, enviei todos os meus documentos, e foram aprovados. Eu fiz depósito de 50 euros e foi com sucesso. Junto anexo foto do depósito. Quanto ao link do ice casino, não consigo enviar, porque eles bloqueram minha conta. Ninguém fala comigo, ja enviei vários emails para o ice casino e ninguém responde. Por isso resolvi pedir ajudar ao casino guru. Vou enviar as fotos do depósito, da resposta que eles me deram, onde diz, que meu levantamento foi aceite com sucesso e outra onde o ice casino diz que minha conta esta

Dear A1exsandra, thank you for your response. Could you please confirm whether you have accumulated your winnings with or without an active bonus? If so, could you please confirm whether you have complied with the bonus terms and conditions during the wagering of the bonus?

Thank you once again for your patience and cooperation.

Good afternoon, I didn't play with an active bonus, I played with my own money, a deposit of 50 euros, yes I met all the requirements because it was money from my deposit and I sent you the proof, thank you and good afternoon.

Boa Tarde tudo bem,não joguei com bonus ativo,joguei com meu dinheiro um depósito de 50 euros,sim cumprir todos requisitos porque era dinheiro do meu depósito o quer te enviei o comprovativo,obrigada e boa tarde.

So I decided to ask the casino guru for help, because I know that only the casino guru can help me, thank you and I will send you all my documents in the evening.

Email foi então quer decidir pedir ajudar ao casino guru,porque sei quer so o casino guru pode mim ajudar,obrigada e a noite eu enviarei todos meus documentos.

Good evening everything is fine, as I told you in the morning, now I'm home I have more time to send you the photos of the ice casino and my documents, on 11/21/2025, I received this email from the ice casino

Boa noite tudo bem,como te falei de manhã agora cheguei em casa estou com mais tempo pra te enviar as fotos do ice casino e meus documentos,no dia 21/11/2025,recebi esse emai do ice casino

If the casino guru needs me, I'll send him photos of all my documents. Thank you and good night.

Se o casino guru precisar eu mando as fotos de todos os meus documentos.Obrigada e boa noite.

Dear A1exsandra,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Good afternoon, thank you very much for helping me.

Boa Tarde tudo,muito obrigado por mim ajudar.

Dear A1exsandra,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

Dear IceCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Thank you for helping me.

Bom dia obrigada por mim ajudar.

Hello,

the issue is that the documents taht were provided belong to a male, and that does raise the conserns.

We would be greatful for some extra clarifications.

Regards

Good morning this is impossible because I am a woman and as I have already spoken to the casino guru I returned to play at the ice casino in November, through an email that the ice casino sent me, and if my documents are from a man because the ice casino did not answer my email because they accepted all my documents, and now you come to tell me this if you want casino guru I sent you again the email where the ice casino sent me I installed application,because I see that ice casino's application is the same as verde casino's and verde casino for me is a trustworthy casino I have never had problems, so if casino guru needs my documents just ask me and I will send them, and if Mr. Marcos from ice casino sees this message I would like to ask Mr. Marcos why he never answered my email thank you and have a nice day.

Bom dia isso é impossível porque eu sou mulher e como ja falei com o casino guru voltei a jogar no ice casino no mês de Novembro,através de um email quer o ice casino mim enviou,e se meus documentos é de um homem porque o ice casino não respondeu meus email porque eles aceitaram todos meus documentos,e agora vem mim fala isso se você quiser casino guru eu te enviou novamente o email onde o ice casino mim enviou eu instalei aplicação,porque vir quer aplicação do ice casino é igual a do verde casino e o verde casino pra mim é um casino de confiança nunca tive problemas,então se o casino guru precisa do meus documentos é so pedir quer eu mando,e se o senhor Marcos do ice casino ver essa mensagem gostaria de perguntar ao Senhor Marcos porque ela nunca respondeu meus email obrigada e um bom dia.

Ice casino if you say you want the documents and a man you don't have to lose, ice casino makes the deposit of 500 euros and I send the casino the guru the proof of my payment and so everything is resolved, I prove that I am not a man thank you and good morning.

Ice casino se você fala quer os documentos e de um homem não precisa mais perde,o ice casino faz o depósito dos 500 euros e eu mando pro casino o guru o comprovativo do meu pagamento e assim fica tudo resolvido,eu provo quer não sou homem obrigada e bom dia.

Dear A1exsandra,

Thank you for your response.

Did you manage to provide the casino with the correct documents? If so, could you resend me that email to stefan.m@casino.guru?

We look forward to your response.

Good afternoon Stefan, I'm at work, when I get home I'll send you the email, thank you for helping me.

Boa tarde Stefan,estou no trabalho quando eu chegar em casa te envio os email,obrigada por mim ajudar.

Good evening,Stefan I did everything correctly I sent all my documents all were accepted by the ice casino,I sent you proof of the deposit I made of 50 euros and email where the ice casino confirmed that my withdrawal was successfully accepted,only after 2 days they blocked me and no one from the ice casino never answered my email,especially Mr. Marcos who said he is at my disposal if I need help,I do not understand why the ice casino blocked me and no one from the ice casino does not talk to me,thank you and good night.

Boa noite,Stefan eu fez tudo correto mandei todos os meus documentos todos foram aceito pelo ice casino,te enviei o comprovativo do depósito quer fez de 50 euros e email onde o ice casino confirmou quer meu saque foi aceito com sucesso,so quer depois de 2 dias eles mim bloqueou e ninguém do ice casino nunca mim respondeu meus email,principalmente o Senhor Marcos quer falou quer esta a minha disposição se eu precisar de ajudar,não compreendo porque o ice casino mim bloqueou e ninguém do ice casino não fala comigo,obrigada e boa noite.

Dear A1exsandra,

Thank you for your response and for your continued cooperation.

Dear IceCasino Team,

Could you please clarify the reason why the player’s account was blocked and the winnings confiscated? We would appreciate a detailed explanation of the actions taken.

We look forward to your response.

Dear Stefan

As previously stated, the player provided

a) Unrelated photos

b) Photos and documents of a male

How should the casino real in this case?

Thank you!

Regards

Good morning Stefan how can I have done this if I am a woman if I had sent a picture of a man because ice casino never answered my emails, because ice casino accepted my deposits and because ice casino sent an email saying that my withdrawal was successfully received, look Stefan it has been a long time since I played ice casino I only played at ice casino again in November 2025, I am on my lunch break at work when I get home I will send you the email that ice casino sent me with a bonus of 25 euros, and the email of my password,you will see that I am not lying and the excuse of ice casino is not detailed as Stefan asked because ice casino only says the same thing but does not prove anything while I provide all emails that Stefan asks for so please Stefan understand for me ask ice casino to show all my documents I authorize ice casino to show here all my documents because never Mr. Marcos of ice casino give correct answer is always the same thing,for me ice casino is disrespectful,if i already told you in the email send my money to the account you say is a man's and then i show the proof to the casino guru and Stefan,and please ask Stefan ask why all my deposits were successfully accepted and at the time i won 500 i was blocked,thank you Stefan and one day.

Bom dia Stefan como eu posso ter feito isso se eu sou mulher se eu tivesse mandado foto de homem porque o ice casino nunca respondeu meus emails,porque o ice casino aceitou meus depósitos e porque o ice casino mandou um emais dizendo quer meu saque foi recebido com sucesso,olha Stefan a muito tempo quer não jogar o ice casino so voltei a jogar no ice casino em Novembro de 2025,estou na hora do meu almoço no trabalho quando eu chegar em casa eu te envio para teu o email o email quer o ice casino mandou pra mim com um bónus de 25 euros,e o email da minha senha,vou vai ver quer não estou a mentir e a desculpar do ice casino não esta detalhada como Stefan pediu porque o ice casino so fala a mesma coisa mais não prova nada enquanto eu forneco todos email quer Stefan pedir então porfavor Stefan entecedar por mim peça ao ice casino mostrar todos os meus documentos eu autorizo o ice casino mostrar aqui todos os meu documentos porque nunca o Senhor Marcos do ice casino dar resposta correta é sempre a mesma coisa,pra mim o ice casino esta a falta o respeito,se eu ja falei no email mande meu dinheiro pra conta quer você fala quer é de um homem e depois eu mostro o comprovativo ao casino guru e Stefan,e porfavor perguntar Stefan perguntar porque todos meus depósitos foram aceito com sucesso e na hora quer ganhei 500 fui bloqueada,obrigada Stefan e um dia.

Good morning Stefan I forgot to tell you that my account was blocked because I lost a withdrawal of 500euros before asking for the withdrawal I made deposits and all were accepted successfully only when I won 500euros and ask for the withdrawal was that the ice casino blocked me, so I Alexsandra Alves da Silva authorize the ice casino provides all my documents here on the casino guru platform, Thank you Stefan for helping me.

Bom dia Stefan eu esqueci te fala quer minha conta foi bloqueada porque perdi uma retirada de 500euros antes de pedir a retirada eu fazia depósito e todos era aceito com sucesso so quando ganhei 500euros e pedir a retirada foi quer o ice casino mim bloqueou,então eu Alexsandra Alves da Silva autorizo o ice casino fornece todos meus documentos aqui na plataforma do casino guru.,Obrigada Stefan por esta a mim ajudar.

Dear A1exsandra,

I would like to clarify whether I understand the situation correctly. Did you cancel the withdrawal and subsequently lose the funds, or do you currently have any funds remaining locked in your casino account?

Additionally, could you please explain why photos of a male individual were submitted during the verification process?

We look forward to your response.

Good morning,I have never canceled a withdrawal,I have never sent documents from a man,I have told you many times that I have not played at ice casino for a long time,it has been more than years since I played at ice casino,last year ice casino sent me an email with a bonus of 25 euros,I did not know the password,so I contacted ice casino about my password and ice casino sent me an email to ask for a new password,I sent these 2 emails to you in your email Stefan,today when i get home i will send you again,i already told you i started playing at ice casino again because i saw that the application of ice casino is the same as that of verde casino,and verde casino is a casino i respect very much i never had any problems with verde casino so i thought ice casino was a trustworthy casino,so i started playing asking several times never ice casino blocked me but when i won the 500 euros ice casino blocked me.

Bom dia,eu nunca cancelei o saque nunca mandei documentos de um homem,eu ja falei varias vezes quer a muitos tempo não jogo no ice casino,ja faz mais de anos quer não jogo no ice casino,no ano passado o ice casino mim enviou um email,com um bónus de 25 euros,eu ja não sabia a palavra passe,então entrei em contacto com ice casino sobre minha palavra passe e o ice casino mim enviou um email,pra pedir uma palavra passe nova,eu mandei esse 2 emails para você no seu email Stefan,hoje quando chegar em casa te envio novamente,eu ja falei voltei a jogar no ice casino porque vi quer a aplicação do ice casino é igaul a do verde casino,e o verde casino é um casino quer respeito muito nunca tiver problemas com o verde casino então achei quer o ice casino era um casino de confiança,então comecei joga pedir varias vezes nunca o ice casino mim bloqueou mais quando ganhei os 500 euros foi quer o ice casino mim bloqueou.

Good morning, my name is Alexsandra Alves da, many years ago I made an account at ice casino, then I stopped playing at ice casino, on 11/21/2025 ice casino sent me an email saying that it was already missing me and in that email it had a bonus of 25 euros as a gift, I saw the email but I didn't give importance to the email, in the evening when I got home from work I went to play at verde casino a casino that I never had problems with withdrawal I always took all my winnings,then i went to look at my emails i saw the ice casino application was the same as the verde casino so i thought if the platform is the same then it's worth playing at ice casino,but i didn't remember the ice casino password i contacted support and they sent me an email to unlock it so i went back to playing at ice casino,made several deposits all were accepted,until the day he made a deposit of 50euros which was also accepted, that day I won 500 euros, I was very happy and asked to withdraw my winnings with 2 days after asking to withdraw my 500euros the ice casino blocked me, in the world everyone deserves a second chance, everyone deserves an explanation, but the ice casino blocked me without even talking to me to understand what is going on, the only answer ice casino tells casino guru is that i sent documents that are not mine,so to clarify everything i authorize ice casino to send my documents here to the casino guru platform,and i also authorize ice casino to send my 500euros winnings to my account where i have already sent all my documents and all have been accepted by ice casino,as soon as my money is in the account i send the proof to casino guru.

Bom dia,meu nome é Alexsandra Alves da,há muitos anos fez um conta no ice casino,depois dexei de jogar no ice casino,no dia 21/11/2025 o ice casino mim enviou email falando quer ja estava sentindo minha falta e nesse emails tinha um bonus de 25 euros como presente,vi o email mais não dei importância ao email,a noite quando cheguei em casa do trabalho foi jogar no verde casino um casino quer nunca tive problemas com retirada sempre tirei todos meus ganhos,então foi olha meus emails vi a aplicação do ice casino tava igual a do verde casino então pensei se a plataforma é igual então vale apena jogar no ice casino,mais eu ja não lembrava a senha do ice casino entrei em contacto com o suporte ele mim enviou um email para desbloquear então voltei a jogar no ice casino,fez vários depósitos todos foram aceito,até o dia quer fez um depósito de 50euros quer também foi aceito,nesse dia ganhei 500 euros,fiquei muito feliz e pedir pra retirar meu ganho com 2 dias depois quer pedir pra retirar meus 500euros o ice casino mim bloqueou,no mundo todos merece segunda chance,todos merecem explicação,mas o ice casino mim bloqueou sem ao menos falar comigo pra eu entender o quer esta acontecendo, a única resposta quer o ice casino diz ao casino guru é quer eu enviei documentos quer não são meus,então pra esclarecer tudo eu autorizo o ice casino a enviar meus documentos aqui pra plataforma do casino guru,e também autorizo o ice casino enviar meu ganhos de 500euros pra minha conta onde ja mandei todos os meus documentos e todos foram aceito pelo ice casino,assim quer o meu dinheiro estiver na conta eu mando o comprovativo para casino guru.

Hello A1exsandra,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

All right, have a good vacation, Stefan.

Tudo bem,Boas férias Stefan.

Dear IceCasino Team,

Could you please provide us with an update on the current situation? Has the player submitted the requested documentation? If so, could you kindly confirm whether it meets your requirements?

We look forward to your response.

Hey, Stefan

We believe we can define some of the documents taht belong to a player.

But we still do not understand why the 3rd party documents have been provided.

Regards

Good afternoon,Stefan I hope you are well,I'm sorry don't think I'm being disrespectful to the casino guru team,but ice casino waits 3 days,to give an evasive answer,because I already sent you the emails explaining that I haven't played at ice casino for a long time and it was ice casino that on 11/21/2025,sent an email saying that you miss me,I already sent you the emails explaining and now ice casino said I sent documents from third parties,so once again I say I Alexsandra Alves da Silva,I hold responsible and authorize ice casino to send my 500euros to my account and as soon as the money is I will prove that the documents are mine,please casino guru I did not put this message in private let everyone read it,I authorize it.

Boa tarde,Stefan espero que você esteja bem,desculpa não pense quer estou a faltar respeito com a equipe do casino guru,mais o ice casino espero 3 dias,pra dar uma resposta evasiva,porque eu ja mandei os emails pra você explicando quer a muitos tempos não jogo no ice casino e foi o ice casino quer no dia 21/11/2025,mandou email dissendo quer esta sentir minha falta,eu ja te mandei os emails te explicando e agora o ice casino disse quer mandei documentos de terceiros,então mais uma vez eu digo eu Alexsandra Alves da Silva,responsabilizo e autorizo o ice casino enviar meus 500euros pra minha conta e assim quer o dinheiro estiver eu vou provar quer os documentos são meus,porfavor casino guru não coloquei essa mensagem no privado deixe todos ler,quer eu autorizo.

Good Evening Stefan ice casino has never talked to me about third party documents,ice casino has accepted all my documents and now says he wants to send third party documents,so I ask ice casino or rather I take responsibility and authorize ice casino to show here on the casino guru platform the and auidocuments that he says are third party,or rather I Alexsandra Alves da Silva authorize ice casino to show here on the casino guru platform all my documents,please casino guru I did not put this message in private I want everyone to see this message, because the ice casino and especially Mr. Marcos of the ice casino who sent me email saying that he is at my disposal never answered my emails, never spoke to me to resolve this situation because everyone in life has the right of reply but the ice casino blocked me and never contacted me, only answer the emails of the casino guru saying that I sent documents from third parties.

Boa Noite Stefan o ice casino nunca falou comigo sobre documentos de terceiros,o ice casino aceitou todos os meus documentos e agora diz quer envie documentos de terceiros,então eu peço quer o ice casino ou melhor eu mim responsabilizo e autorizo o ice casino mostrar aqui na plataforma do casino guru os e auidocumentos quer ele diz ser de terceiros,ou melhor eu Alexsandra Alves da Silva autorizo o ice casino mostrar aqui na plataforma do casino guru todos os meu documentos,porfavor casino guru não coloquei essa mensagem em privado eu quero quer todos vejam essa mensagem,porque o ice casino e principalmente o Senhor Marcos do ice casino quer mim enviou email a dizer quer esta a minha disposição nunca respondeu meus emails,nunca falaram comigo pra resolver essa situação porque todos na vida tem o direito de resposta mais o ice casino mim bloqueou e nunca entraram em contacto comigo,so responder os emails do casino guru a dizer quer mandei documentos de terceiros.

I have never sent third party documents because here in Portugal there is data protection, and how am I going to use third party documents if I don't have a document maker, so I ask for the love of God, that ice casino shows here at casino guru the third party documents because I want to know how I have third party documents, because if ice casino only responds to casino guru that I have sent third party documents, where I have already sent Stefan the email where ice casino sent me saying that he was missing me and even offered me a gift,I also sent Stefan the email where I couldn't remember my ice casino password and ice casino sent me an email asking for a new password, so how can I send third party documents if the emails from ice casino were sent to email, because ice casino never answered my emails, only replied to casino guru with evasive answers,Stefan please I ask you not to put this message in private,I ask you Stefan to please ask ice casino why they never answered my emails and why ice casino doesn't talk to me,please Stefan ask ice casino why they never contacted me,thank you and good night.

Eu nunca enviei documentos de terceiros porque aqui em Portugal tem protecção de dados,e como vou usar documentos de terceiros se não tenho máquina de fazer documentos,então eu peço pelo amor de Deus,quer o ice casino mostre aqui no casino guru os documentos de terceiros porque eu quero saber como eu tenho documentos de terceiros,porque se o ice casino so responder ao casino guru quer enviei documentos de terceiros,onde ja enviei para o Stefan o email onde o ice casino mim enviou falando quer estava sentindo minha falta e ainda ofereceu um presente a mim,também ja enviei para o Stefan o email onde não lembrava a minha senha do ice casino e o ice casino mim enviou um email pra pedir uma senha nova,então como posso enviar documentos de terceiros se o emails do ice casino foram enviados para email,porque o ice casino nunca respondeu meus emails,so responder ao casino guru com resposta evasiva,Stefan porfavor eu peço quer o Senhor não coloquei essa mensagem em privado,eu peço Stefan quer você porfavor pergunte ao ice casino porque nunca respondeu meus emails e porque o ice casino não fala comigo,porfavor Stefan pergunta ao ice casino porque nunca entraram em contacto comigo,obrigada e boa noite.

Greetings,

We do appreciate honest players - that is a key to a mutual understanding and fair resolution.

" ice casino has never talked to me about third party documents"

Please kindly refer to the below e-mail, that was sent by support (en/pt versions):

So who is Nelson?

Regards

Greetings,

The e-mail was sent 2025-12-02 12:31:01

So why did you upload the documents (including selfie, payment method, etc) of your husband?

Thank you for cooperation!

Regards

And why is it only now here on the casino guru platform that ice casino sends this email and why is it only now on the casino guru platform that ice casino asks me who Nelson is, because whenever you make a deposit at ice casino you go with a joint account because ice casino never asked me who NELSON is, if ice casino had talked to me I would have answered a long time ago that Nelson is my husband, of course ice casino would never ask me who Nelson is ice casino only wanted my deposit, so after I won 500euros ice casino not to pay me comes here to the casino guru platform to ask me who Nelson is,because ice casino on 11/21/2025 sent me an email because it missed me and offered me a gift because ice casino didn't ask me who Nelson was either, honestly this is all about not paying me 500 euros that is I can make several deposits and ice casino doesn't ask me who Nelson is,but when it's time to pay it asks me who Nelson is my husband where we have a joint account at Banco BPI,sincerely ice casino why didn't you ask me that question when you made my deposits to play ice casino,and now put here on the casino guru platform these 2 emails and ask me who Nelson is.

E porque so agora aqui na plataforma do casino guru quer o ice casino manda essa email e porque so agora na plataforma do casino guru o ice casino mim pergunta quem é Nelson,porque sempre quer fez depósito no ice casino vai com conta conjunta porque o ice casino nunca mim perguntou quem é NELSON,se o ice casino tivesse falado comigo eu ja tinha respondido ah muito tempo quer Nelson e meu marido,claro quer o ice casino nunca ia mim pergunta quem é Nelson o ice casino so queria meus depósito,então depois quer ganhei 500euros o ice casino pra não mim pagar vem aqui a plataforma do casino do guru mim pergunta quem é Nelson,porque o ice casino no dia 21/ 11/ 2025 quando mim enviou um email pra mim porque estava com saudades de mim e mim ofereceu um presente porque porque o ice casino também não enviou mim perguntar quem era Nelson,sinceramente isso tudo é pra não mi paga 500 euros ou seja eu posso fazer vários depósitos e ice casino não mim pergunta quem é Nelson,mais quando é pra paga vem mim perguntar quem é Nelson o meu marido onde temos conta conjunta no Banco BPI,sinceramente ice casino porque não mim fizeram essa pergunta quando fez meus depósitos pra jogar ice casino,e agora colocar aqui na plataforma do casino guru esses 2 emails e mim pergunta quem é Nelson.

I sent all my husband's and my documents because we have a joint account at Banco BPI, and as he is the first holder, so as not to have any problems we sent all the documents, because here in Portugal there is data protection, so I sent all the documents

Eu enviei todos documentos meus e do meu marido porque temos conta conjunta no Banco BPI,e como ele é o primeiro titular pra não ter problemas enviamos todos documentos,porque aqui em Portugal existe protecção de dados,então mandei todos documentos

Dear A1exsandra

Here is a fair suggestion to speed up resolution of your issue - please upload a document proving the joint bank account of you and your husband, and you will be able to continue using the service.

(we did not find such document)

Regards

Good morning, I'm working, I'll do it, thank you and good morning

Bom dia estou trabalhando vou fazer isso sim,obrigada e bom dia

Good afternoon,

I enclose two documents with different names (mine and my husband's) whose iban is the same in both. I hope this helps.

Boa tarde,

Junto anexo dois documentos com nomes diferentes (meu e de meu marido) cujo iban é igual em ambos. Espero que isto ajude.

Ice casino thank you so much for unblocking me, I can now log in to the ice casino app, thank you so much.

Ice casino muito obrigada por mim desbloquear eu ja posso entrar na aplicação do ice casino,muito obrigada mesmo.

Good morning Stefan, yesterday I was so happy that I forgot to tell you that ice casino has unblocked me, I can now log in to the ice casino platform and I have started to receive emails from ice casino with promotions, now I just need to receive my 500euros, thank you very much Stefan and ice casino for unblocking me.

Bom dia Stefan ontem eu fiquei tão feliz quer esqueci de te avisar o ice casino ja mim desbloqueou,ja consigo entrar na plataforma do ice casino e a comecei a receber email do ice casino com promoções,agora so falta eu receber meus 500euros,muitos obrigada Stefan e ice casino por mim desbloquear.

Dear A1exsandra,

Thank you for your response and continued cooperation.

I would like to kindly ask whether we may proceed with closing the complaint as resolved at this stage, or if you would prefer to wait until the funds have been successfully withdrawn.

Please let us know how you would like to proceed.

I look forward to your response.

Good morning, please wait for me to receive the money, thank you.

Bom dia,porfavor espera eu receber o dinheiro,obrigada.

Dear A1exsandra,

Thank you for your response.

Please keep us informed once the payment has been credited to your account.

I look forward to your update.

I'll let you know, thanks for helping me.

Tudo eu te aviso,obrigada por mim ajudar.

Good morning, I'm here to thank casino guru for their help and patience with me, thank you very much, I have already received my 500euros, I also thank the ice casino team for helping me, thank you and good morning. Stefan, as soon as I get home I'll send you proof of payment, thank you all and have a good carnival.

Bom dia,vim aqui agradecer ao casino guru pela ajudar e a paciência quer teve comigo,muito obrigada ja recebi meus 500euros,agradeço também a equipe do ice casino por mim ajudar,obrigada e bom dia. Stefan assim quer eu chegar em casa eu te envio o comprovativo do pagamento,obrigada a todo e um bom carnaval.

Dear A1exsandra,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru