IceCasino - El proceso de verificación del jugador está retrasado.

ive been having issues with the verification of my proof of payment. i submitted my official bank statement from my bank in PDF format and its been almost 20 days now that its been "on review". i contacted support over 7 times now and they keep saying to wait or to submit other documents that are already approved by them. now theyre saying the quality is bad but thats completely untrue, the statement is a pdf and is of perfect quality. its the only thing missing to be completely verified. this issue has been ongoing since may 5th around.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the bank statement that you sent to the casino for verification? My email address is veronika.f@casino.guru.
• Does the bank statement contain all your personal information, the information about your deposit, and was it issued within the last 3 months?
• When was the last time the casino communicated with you regarding the verification of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Greetings,

According to our records, the player received their winnings at 26.05.2026 11:18:18 (UTC)

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear raphaellafrance98,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika