IceCasino - O jogador está lutando para concluir a verificação da conta.

My withdrawals are always rejected and identity validation remains unanswered.

I've tried different ways of lifting and none has been successful. The kyc verification process is never completed again.

Why can't I withdraw the money?

Os meus saques são sempre rejeitados e a validação de identidade continua sem resposta.

Ja experimentei diversas formas de levantamento e nenhuma teve sucesso. O precesso de verificação de kyc nunca mais é concluído.

Porque nao consigo retirar o dinheiro?

Dear Hugo,

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 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

Dear Hugo,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.