IceCasino - El jugador cree que el reintegro se ha retrasado.

Hi, I submitted my documents for KYC verification and so far it has not been approved! And I can't at all withdraw the money, I've already made a deposit, I've played more when it comes to withdrawing, I can't, and my documents say that I'm going to check more so far nothing!!

Oi, enviei meus documentos pra verificação KYC e até agora não foi aprovado! E não consigo de jeito nenhum fazer o saque do dinheiro, já fiz depósito já joguei mais na hora de sacar não consigo, e meus documentos está escrito q vai verificar mais até agora nada!!

Dear RafaelaLira,

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

Hello Kristina,

We'd like to confirm the player has not yet passed the KYC check. Also, the balance of the player is zero.

Kind regards

Dear RafaelaLira,

Have you received your withdrawal from the casino yet?

Not!!!!! Much less my documents under review until today

Não!!!!! Muito menos meus documentos em análise até hoje

Hello everyone,

Thank you both for your replies.

RafaelaLira, how much money is currently in your casino account? Could you please post here a screenshot of your balance?

Which documents have you already uploaded and when exactly you uploaded the last one? Have you provided all the required documents in the correct format?

Dear RafaelaLira,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.