IceCasino - A conta do jogador está bloqueada durante o processo de verificação KYC.

  Hello.

 My account, along with a 5000 euro payout, has been blocked. During the process of fulfilling additional KYC verification tasks, I was accused of violating the terms and conditions. The reason given was the use of a graphics program.

6.4. If any of the information you have provided is untrue, inaccurate, misleading, or incomplete in any way, you violate the terms of the agreement, and we reserve the right to immediately remove the account and prevent the use of services. Actions that we may take.

  All my information and personal data, addresses, etc., have not been changed or misleading. So, the above point does not apply.

 On February 15, 2024, I submitted my KYC documents - front and back of my ID, proof of residence, and screenshots from my Mifiniti wallet. Everything was accepted.

 My account was verified on February 16, 2024.

 On March 24, 2024, I made a deposit and requested a payout.

 On March 25, 2024, I submitted proof of income document - it was accepted, and my payout request was once again accepted.

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   I waited for the payout but did not receive any communication from Ice Casino.

 All my documents in the KYC were verified, and so was my account.

  On April 5, 2024, I contacted live support. It turned out I had to send additional documents. The first task was to take a selfie with my ID next to my face, along with an open player profile and an open Mifiniti account [screenshot nr1]???? To do all these in one picture ??? You would need two devices. But it is impossible to capture all in one frame; therefore, a screenshot is needed. I stated this was not possible and that I had never heard of such a required document. When I asked how to accomplish this, the answer I received was, and I quote, "everything was written in the previous message."

This was the first task???

  So, I again asked support how to do this. The response was changed to a new task, namely, to take a selfie with my ID next to my head and an open player profile in one frame, and send Mifiniti screenshots separately. {screenshot num2} I didn't know how to do this.

 It's very hard to do this on your own. I sent my selfie with ID and a screen capture of my open profile to KYC (combined into one image using a graphics program). This got ACCEPTED. And I sent a picture of my selfie with ID and an open Ice profile on my computer - as directed by the support, it got REJECTED???

  I asked again what happened that the screen capture was accepted and the actual photo rejected?

The only reply I received was that the information about the photos was provided in a previous message. Again, no help was given.

  I complained that what was visible in KYC does not match what the support claims.

 The same reply was given that all the information was provided above.

   No one told me where I was making a mistake so that I could correct it.

 Once again, I did not understand what was expected of me, and no additional support was given.

 On April 9, I took another photo with my tablet open on my player profile, and a selfie with my ID.

 Since it was previously confirmed and accepted in KYC that a selfie with an ID and a screenshot of the player profile are permissible, I decided to do the same, only with better resolution and using a tablet instead of a computer for better clarity.

 On April 10, my account was blocked with a balance of 5 000 euros for violating the site regulations.

The violation alleged was the use of a graphic program.

The graphic program was used on April 5 for 1 screen capture, which was approved in the KYC profile.

 In the last set of photos sent, no personal data was altered, so accusing me of fraud is unjust. The support did not help me identify what was wrong with my pictures and what needed to be corrected. Today, on April 10, my account with a balance of 5k euros was blocked without the possibility of submitting additional correct documents.

"I have all the screenshots of conversations and emails with Ice Casino."

 The situation is entirely incomprehensible to me, and I am requesting help.

  Witam.

 Moje konto oraz wyplata 5000 euro zostala zablokowana razem z kontem. Podczas wykonywania kolejnych zadan do weryfikacji kyc zostalam oskarzona o zlamanie regulaminu.Powodem zostalo uzycie programu graficznego ;

6.4. Jeżeli którakolwiek z podanych przez ciebie informacji jest nieprawdziwa, niedokładna, wprowadzająca w błąd lub w inny sposób niekompletna, naruszysz warunki umowy i zastrzegamy sobie prawo do natychmiastowego usunięcia konta i uniemożliwienia korzystania z usług. Działania, które możemy podjąć.

  Wszystkie informacjie oraz dane osobowe,adresy itp nie zostaly zmienione ani nie byly wprowadzajace w bład.Wiec wyzej wymieniony punkt nie pasuje.

 15 lutego 2024 zlozylam domumenty kyc -przod i tyl dowodu osobistego,dokument zamieszkania i zrzuty z Portfela Mifiniti/ wszystko zostalo zaakceptowane

 16 lutego 2024 konto zostalo zweryfikowane

 24 marzec 2024 wykonuje depozyt i zlecam wygrana

 25 marzec 2024 zlozymam dokument zrodlo dochodu -zostalo zaakceptowane i ponownie wniosek o wyplate zostal zaakceptowany

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   Czekalam na wyplate,Nie dostawalam zadnych informacji od Ice Casino .

 Wszystkie dokumenty w kyc byly zweryfikowane oraz konto.

  5 kwietnia 2024 skontaktowalam sie z suportem live. Okazalo sie ze musze doslac dodatkowe dokumenty. Pierwsze zadanie to wykonanie zdjecia  selfi z dowodem osobistym przy twarzy oraz otwartym profilem gracza i otwartym kontem mifiniti [ skren nr1]???? Zrobic 3 rzeczy w 1 zdjeciu ???Aby to zrobic potrzebne sa dwa urzadzenia.Ale nie ma mozliwosci wykonania w 1 kadrze i trzeba zastosowac skren. Stwierdzilam ze to jest niemozliwe.Nie slyszalam nigdy o takim wymaganym dokumencie.Gdy zapytalam jak to wykonac ???Odpowiedz uzyskana to cytuje "wszystko zostalo napisane w wiadomosci poprzedniej"

To bylo 1 zadanie do wykonania ???

  Wiec znowu zapytalam suport jak to wykonac ???Odpowiedz byla juz zmieniona na nowe zadanie tzn. Zrobic selfi z dowodem przy glowie i otwartym profilem gracza w jednym kadrze a skrreny mifiniti wyslac osobno.{skren num2]Nie wiedzialam jak to zrobic .

 Samemu jest bardzo ciezko takie cos wykonac.Wyslalam do kyc zrzut z ekranu z selfi dowodem i obok dolaczylam skreen z otwartym profilem [razem polaczone w jednym zdjeciu za pomoca programu graficznego}'TO ZOSTALO ZAKCEPTOWANE'.I wyslalam zdjecie z selfi dowodem i otwartym profilem ice na komputerze' -tak jak napisal suport " zostalo odrzucone'????

  Zapytalam ponownie co sie stalo ze skren zostal zaakceptowany a wykonane zdjecie odrzucone? 

Dostalam tylko odpowiedz ze informacjie dotyczace zdjec zostaly podane w wczesniejszej wiadomosci.Nie udzielono mi znowu pomocy.

  Napisalam ze to sie nie zgadza z tym co widac w kyc i to co twierdzi suport.

 Dostalam znowu taka samo odpowiedz ze wszystkie informacjie zostaly podane wyzej.

   Nikt nie powiedzial gdzie robie blad aby zrobic to prawidlowo.

 Po raz kolejny nie rozumialam jak to ma wyglądac i nie udzielono mi pomocy w wykonaniu zdjecia.

 9 kwietnia Wykonalam kolejne zdjecie z otwartym profilem w tablecie i selfi z dowodem 

 Pomyslalam ze skoro zaakceptowano zdjecie selfi z dowodem i zrzut ekranu profil gracza ktore wczesniej zostalo potwierdzone i akceptowane w kyc jako zweryfikowane.Wykonalam to samo tylko w lepszej rozdzielczosci i zmienilam udzadzenie z komputera na tablet aby wszystko bylo bardziej wyrazne.

 10 kwietnia moje konto zostalo zablokowane z kwota 5 000 euro za zlamanie regulaminu.

Pwodem okazalo sie stosowanie programu graficznego.

Program graficzny byl uzyty 5 kwietnia do 1 skrena. Gdzie zostal zatwierdzony w profilu kyc.

 W ostatnich wyslanych zdjeciach nie zostaly zmienione zadne dane osobowe nie mozna oskarzyc mnie o oszustwo.Nikt z suportu nie udzielil mi pomocy co jest wykonane zle w moich zdjeciach i co musze poprawic. Dzisiaj 10 kwietnia zabloklowano konto z kwota 5 k euro bez mozliwosci zlozenia kolejnych prawidlowych dokumentow.

" Posiadam wszystkie skreny rozmow i emaile z ice casino"

 Sytuacja jest dla mnie calkowicie nie zrozumiala prosze o pomoc.

Dear olgatkaczukpol,

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.

From your description of events, it seems the selfie was supposed to be taken using a different device so that relevant information could have been taken.

The use of graphic programs for image manipulation is forbidden for security reasons, you should never use graphic programs to alter images submitted to the casino, unless specifically allowed.

• Have you used multiple devices to take a selfie with all the information visible for verification, or have you asked someone to help take the picture of you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello.

I tried to take selfies with my phone, but the photos came out very bad. I didn't ask other people to take a photo of me because none of my relatives know that I play in a casino.

I took a selfie with a photo. I took a screenshot of the profile in Ice Casino and connected it using a graphics program.

I sent it for verification and it was accepted. I also sent a photo of all the messages contained in it, but it was rejected. When I asked what I had done wrong, it only said that ... all the messages had been provided earlier. So I opened my profile on the tablet and took another photo. After sending This file was blocked the next day. I still don't know how to do it to meet the conditions. I'm sending screenshots and conversations to you by e-mail.

Regards

Witam.

Probowalam wykonywac selfi moim telefonem ale zdjecia wychodzily bardzo zle.Nie prosilam innych osob aby wykonaly mi zdjecie,Dlatego ze nikt z bliskich nie wie ze gram w kasynie.

Wykonalam selfi ze zdjeciem.Zrobilam zrzut ekranu profilu w Ice Casino i za pomoca programu graficznego polaczylam.

Wyslalam do weryfikacji i to zostalo zaakceptowane.Wyslalam tez zdjecie wszystkich zawartych wiadomosci ale zostalo odrzucone.Gdy zapytalam co zle wykonalam to napisano tylko ze ....wszystkie wiadomosci zostaly podane wczesniej.Wiec otworzylam swoj profil w tablecie i zrobilam kolejne zdjecie.Po wyslaniu tego pliku na drugi dzien konto zostalo zablokowane,Do dzisiaj nie wiem jak ma byc to wykonane aby spelnilo warunki.Zrzuty i rozmowy wysylam do ciebie na email.

Pozdrawiam

Hello, I sent an email with the news Tomas,

Thank you

Witam,Wyslalam email z wiadomosciami Tomas,

Dziekuje

At the moment I don't know where I did wrong. The photos were rejected. I think that if I had received help from live support, such a situation would not have occurred, Thank you

Na obecna chwile nie wiem gdzie robilam zle. Ze zdjecia zostaly odrzucane.Mysle ze jak bym otrzymala pomoc od suportu live nie doszlo by do takiej sytuacji,Dziekuje

Thank you very much, olgatkaczukpol, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, olgatkaczukpol,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino team,

Could you please look into the player's issue and provide us with an explanation of the situation? What steps should the player take to unblock the account, verify herself, and/or withdraw the disputed winnings?

Can you provide her with detailed instructions for what she needs to provide to complete the KYC and access the disputed account?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.