IceCasino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello, since January 31st I deposited and played until I completed the bonus and it became a real balance, at that time it was (2 million) which I wanted to withdraw and it asked me for verification of documents. But it happens that I have been playing since 2022 and last year my cards were stolen and I had to block them and the same bank renewed those cards, but the account at the bank remains the same since I continued playing with the new cards and have already sent photos and screenshots that the old cards were blocked and they ask me the same thing every day and they do not give me a solution. From the date I played (Jan 31) until now I have continued playing and I have continued winning reaching a sum of 7 million, so I do not understand why they do not let me make a withdrawal if until the month that I won and withdrew $ 700 thousand without problems.

Hola, desde el 31 enero deposite y jugué hasta completar el bono y se convirtió en saldo real, en ese entonces eran (2 millones) a lo que quise retirar y me pidió verificación de doctos. Pero da la casualidad que yo vengo jugando desde el 2022 y el año pasado me robaron las tarjetas y tuve que bloquearla y el mismo banco me renovo esas tarjetas, pero la cuenta en el banco sigue igual ya que segui jugando con las nuevas tarjetas y ya enviado fotos y capturas de que las tarjetas antiguas fueron bloqueadas y me piden lo mismo todos los días y no me dan solución. Desde la fecha que jugué (31ene) hasta ahora he seguido jugando y he seguído ganando llegando a una suma de 7 millones entonces no entiendo porque no me dejan hacer retiro si hasta el mes que gane y retire $700mil sin problemas.

Dear RonaldQ,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your card and bank statement seems to be the issue here?
• Have you provided any other documents to verify your account and have they all been approved?

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

Hello good morning,

I inform you that this morning, they sent me the same thing as last time again (attached image) and I sent approval of part of it for KYC verification.

The image of the old card lock is there, a screenshot of the updated cards, a screenshot of the CTA movement card, the bank's RUT, and the state where my previous deposit arrived.

Waiting for a prompt response

Hola buen dia,

Informo que hoy en la mañana, me vuelven a enviar nuevamente los mismo que la última vez (adjunto imagen) y envio aprobación de parte de ello por verificación kyc.

La imagen de bloqueo de tarjetas antiguas están ahí, captura de imagen de tarjetas actualizada, captura de imagen de cartola de movimiento de CTA rut Banco estado dónde me llegó anterior depósito.

Esperando pronta respuesta

Thank you very much for your reply, RonaldQ. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, good afternoon,

I forwarded the email that was sent to the ice casino support email, in addition this documentation is entered into the kyc verification portal. Within the online chat history there are all the times that they have been consulted and it is made clear that the 2 cards that are consulted so much are blocked and renewed and that the same bank accounts are maintained.

Waiting for a prompt response.

Hola buenas tardes,

Reenvié lo mail que se enviaron al correo de soporte de ice casino, además está documentación está ingresada al portal de verificación kyc. Dentro del historial de chat en línea está todas las veces que se han consultado y se deja en claro que las 2 tarjetas que tanto consultan están bloqueadas y renovadas y que se mantiene las mismas cuentas bancarias.

Esperando pronta respuesta.

Hello good,

Also add that the last response that ice casino support sent me was this February 10 (attached)

And they keep asking me for screenshots of the 2 blocked cards, this response has been the same on repeated occasions since February 4 and as I have already explained, I have new cards but the same bank account.

Please respond as soon as possible, the days continue to pass from February 3 to date (11 days late).

Buenas,

Además agregar que la última respuesta que me envió el soporte de ice casino fue este 10 febrero (adjunto)

Y me siguen pidiendo las capturas de las 2 tarjetas bloqueadas, está respuesta ha sido lo mismo en reiteradas ocasiones desde el 4 de febrero y como ya he explicado tengo nuevas tarjetas pero la misma cuenta bancaria.

Favor se agradece una respuesta lo más antes posible, siguen pasando los días desde el 3 febrero a la fecha (11 días de mora).

Hello good morning,

Sorry, last night my son started playing and left me with almost no real balance and my previous withdrawals appeared rejected.

This morning I checked and took out what I had and I was able to withdraw it and the deposit was already there.

It's a shame that when the withdrawals were larger, they didn't let me and this situation happened to me.

Your attention and listening are appreciated.

Hola buen dia,

Disculpar ayer en la noche mi niño se puso a jugar y me dejó casi sin saldo real y me apareció rechazado los retiros anteriores.

Hoy en la mañana me fijo y saque lo que tenía y pude retirar y ya me salió el depósito.

Lastima que cuando los retiros eran de mayor cantidad no me dejaron y me paso está situación.

Se agradece su atención y escucha.

Do I understand correctly that you managed to withdraw the remaining balance?

Hello good morning,

Yes, I was able to withdraw a much smaller amount due to what happened, but I was able to make the withdrawal, I was even able to continue playing until Sunday the 16th. Yesterday, Tuesday the 18th, they blocked my account, I am sending the attached email and Ice Casino support.

It's a shame they blocked me this way; I was already at VIP-bronze level and I was having fun playing, they can check this.

Prompt response is appreciated

Hola buen dia,

Si pude retirar un monto muy inferior por lo ocurrido, pero pude hacer el retiro, incluso pude seguir jugando hasta el día domingo 16, ayer martes 18 me han bloqueado mi cuenta, envio adjunto y mail de soporte ice casino.

Lastima que me bloqueen de esta manera; ya estaba en nivel vip-bronce y me entretenía jugando, me podrán revisar esto.

Se agradece pronta respuesta

Dear Kristina,

We'd like to inform that teh player has zero on their balance, everything that could be withdrawn - is withdrawn.

The player is now permanently blocked due to violation of T&Cs, hence not the owner of the gaming account is using the service.

Regards

Hello everyone,

Thank you both for your replies.

RonaldQ, if your account was closed with no remaining balance, there is not much we can do. Please let me know if there is anything else I can assist you with, otherwise, I will close this complaint. Thank you very much for your understanding.

Thanks for your reply.

Gracias por respuesta.

Due to the aforementioned reasons, this complaint will now be closed. 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.