IceCasino - A retirada do jogador é atrasada devido a requisitos de verificação adicionais.

Good evening.

I am a player who has successfully completed the KYC check and played several times at ICE Casino. My first withdrawal was successfully completed via bank transfer for the amount of €2,100, within the limits set by the casino (within 48 hours).

On my 2nd withdrawal request, for the amount of €4,500, the casino started delays and under the pretext of further verification (of my income sources!) proceeded to cancel my withdrawal request.

So they told me that I need to wait for the account to be re-audited to see my payroll (!) and that until the audit is done by their competent department my withdrawals remain frozen. 

Please note that since the request, in the Live Chat they told me that I only need to wait for the 48 hours or 5 working days and that my transaction is being processed by the relevant department. Of course, there is wording in the terms "at any time the casino may request additional documents". Typically, however, in order to pass the time and later cancel the withdrawal, earlier they stated that no action was needed from me (e.g. new documents) and asked me to just wait. 

I have read dozens of similar complaints so I may need the help of the Casino Guro team to investigate the incident.

Dear tk007,

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 many casinos require additional documents even though the player's account has been verified.

Do I understand correctly that verifying the source of income is the only document that needs to be verified? Could you please clarify when exactly you provided it?

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

Please close the request. I gambled away all my winnings as they made the whole process difficult and got me to the point where I couldn't do anything.

I advise people to stay away from this casino.

Παρακαλώ κλείστε το αίτημα. Έπαιξα όλα μου τα κέρδη εφόσον έκαναν δύσκολη όλη την διαδικασία και με έφτασαν σε σημείο να μην μπορώ να κάνω τίποτα.

Συμβουλεύω τον κόσμο να μείνει μακριά από αυτό το καζίνο.

Thank you for your reply, tk007. I am sorry to hear that and I will now close this complaint. 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.