IceCasino - プレーヤーがアカウントの確認を完了するのに苦労しています。

So I had a bonus on this casino and after playing a got a bit lucky and won almost 100 euros after that I deposited in order to be able to withdraw after a day I was asked for some documents to pass the KYC.

1st they asked me for simple things that I provided , they said in poor quality , then I improved the quality.

They asked me for a selfie with me holding my card and my ID and the numbers on the card can be covered, they now ask me to take a picture with the debit card in my hands and to show all the numbers on it. I just provided that too.

My concern is that they will ban me and I won't to able to withdraw not even what I deposited not to talk about what I won.

I really wish that you can help me with solving the problems.

Dear khevyn99,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

For the last answer and the current problem the live chat told me that I was covering the numbers on the card but I can do that and it is stated on their site too.

I attached to this comment: the part where is says that I can cover the middle numers on the card, the chat answer.

I will sent a new comment right after this one with the photo that I already sent them.

Today I the 10th day that I am struggling to complete the KYC and receive my money.

Also they keep asking for more photos but they don't even check the old ones on their site all photos says that are waiting for verification.

Here is what I sent them prior to the chat conversation and they asking for a photo with me holding the bank card.

I had my ID in my hand too, I censored my ID in the photo uploaded here but I sent them the photo without any censor.

Btw after I deposited I played again 450lei (about 100$) and got to 675lei ( about 136$).

The bonus money were like 80 Lei wich is like 16 euro.

It seems that they now verified my profile and accepted my withdraw and they money were taken from my account, I am waiting to receive the money into my bank and will come back with an update.

I don't know if this complaint have anything to do with it but my account was finally verified and I receive the payment in my bank. Verification was a bit on the slow side but that's how it is on this casino.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, khevyn99, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru