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

I submitted my documentation 13 days ago and it still hasn't been approved

Enviei minha documentação 13 dias atrás e ainda não foi aprovada

Dear isabelaoliveira277,

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 which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

Lastly, would you be so kind as to clarify the dispute value (38,503,232 R$)? It this amount correct?

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

I sent all the documents that were requested, none were missing

Enviei todos os documentos que foram pedidos, não faltou nenhum

Could you change the amount, please, when I filled out the claim, I mistakenly put my IceCasino account id instead of my amount, the correct amount is 1009.81

Poderia alterar o valor da montante por favor, quando preenchi a reclamação, coloquei por engano o id da minha conta na IceCasino ao invés do valor da minha montante, o valor correto é 1009,81

Dear isabelaoliveira277

Can you please let us know how many accounts were opened at Ice casino via your device (Samsung Galaxy A32) with the usage of no-deposit bonus?

Thank you in advance!

Kind regards

I only opened an account, which I sent the documents and deposited

Só abri uma conta, que foi a qual mandei os documentos e depositei

Dear Casino Guru team,

According to our records, the player opened up at least 15 accounts, activated no-deposit bonus at each of them.

Please kindly let us know where we can send the proofs.

Thank you!

Kind regards

This is absurd, I made a single account and deposited my money, and now you won't pay me? That's not fair

Um absurdo isso, fiz uma única conta e depositei meu dinheiro, e agora vocês não vão me pagar ? Isso não é justo

Look how absurd, they still blocked my account, I deposited my money there and they still make an absurdity like this

Olha que absurdo, ainda bloquearam minha conta, depositei meu dinheiro la e ainda fazem um absurdo desse

I made the deposit, sent my documentation, did everything right and you block?

Fiz o depósito, enviei minha documentação, fiz tudo certo e vocês bloqueiam?

If I knew they were going to do this I would never have deposited it, this is disrespectful

Se eu soubesse que iam fazer isso jamais teria depositado, isso é uma falta de respeito

Hello everyone,

Thank you both for your replies.

Dear IceCasino Team,

Could you please provide any supporting evidence confirming that isabelaoliveira277 created more than one account and activated a no-deposit bonus on each? You can send it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello, Kristina

The e-mail was just sent.

Kind regards

isabelaoliveira277, the casino provided evidence that confirms that you undoubtedly created many accounts and claimed a No Deposit bonus on each of them. Please note that this is prohibited by the vast majority of casinos and we are not able to support you further. I can only recommend that you refrain from opening more than one account in each casino to minimize the risk of confiscated winnings.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.