IceCasino - El jugador tiene dificultades para completar la verificación.

Hi,

My first withdrawal attempt was 28.04.2023. Total amount less than 150 dollars.

I was asked to do the KYC verification. I have uploaded every photo you can imagine to get this approved, but everytime I try to withdraw they send me a mail asking for the same thing: A bank statement showing my deposit. This is not possible to provide since I used a Astropay Voucher card for the deposit. I have probably talked with 10 different support operators about it. Sometimes they tell me it is ok and that I can withdraw using Astropay, and sometimes they tell me to upload more proof.

For more than 1 month now we have been going in loops like this.

Dear Zyrco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation properly. How have you acquired the Astropay Voucher?

Do you have a receipt you could send to the casino as proof of your deposit?

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,

Veronika

Hello,

Please make a withdrawal request.

Regards

First of all, thank you for the time and help with this. I really appreciate it.

The Astropay Voucher I acquired by using my own visa card. I bought it through Recharge.com. I have both uploaded a "bank transcript" of that payment, and the order confirmation that I got on e-mail from Recharge for the purchase.

Apparantly that was not sufficient, and I can't think of any other way to show the deposit. The screenshot of the order confirmation I got on e- mail, which I uploaded for the KYC verification, had the voucher card number on it - I guess it should be possible to match that up with my deposit?

I have now once again filed in a withdrawal request.

Hello

All has been paid out.

Kind regards

Perfect, thank you

Dear Zyrco, have you received your winnings? May I consider your issue solved?

Dear Zyrco,

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 we are forced to reject this complaint.

The player can reopen this complaint anytime.