IceCasino - A retirada do jogador está atrasada devido a problemas de KYC.

The casino insists on a KYC verification for an amount of 100€, requiring a selfie of me holding my ID card.

I have submitted several selfies, all of which have been declined!

I also sent another one with the details in high resolution...

Due to the delay in the verification process, I contacted the casino via chat, and I was even threatened by an agent named Rute, who said they might deactivate my account and I could lose my winnings, just because I asked for assistance in expediting the verification of the last selfie!

I await your response.

O casino insiste numa verificação através de KYC para um montante de 100€, através de um selfie minha com o cartão de cidadão.

Já submeti várias, todas elas declinadas!!

Entretanto enviei uma outra com o dados em alta resolução...

Face à demora na verificação, contactei o casino através de chat, e ainda fui ameaçado ainda por uma agente de nome Rute que poderiam inactivar a minha conta e perder os meus ganhos, só porque pedi que intercedesse junto dos serviços para serem mais rápidos na verificação da última selfie!!

Aguardo a resposta

Dear ncarvalho169,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process.

To better understand your situation, could you please clarify the following:

• Has the casino provided a specific reason for rejecting your previous selfies? If so, what was the explanation?
• Did they request any additional documents apart from the selfie with your ID?
• Have you successfully completed KYC verification at this casino in the past, or is this your first withdrawal request?
• Additionally, could you please forward the selfies you’ve submitted to the casino? This will help us understand what may have gone wrong and how we can proceed. If you have other relevant communication with the casino—including emails, chat transcripts, or rejection notices—please forward them to petronela.k@casino.guru for review.

Your cooperation is essential for us to move forward with your case and understand whether the casino’s actions are justified.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Good afternoon

Once again Ice Casino has refused a selfie with clear details of the identity document...

I've submitted several photos (selfies), but they refuse and I don't know the reason for this behavior.

I should have done this before I had funds to withdraw...

Boa tarde

Mais uma vez o Ice Casino recusou uma selfie com pormenores nítidos do documento de identidade...

Já submeti várias fotos (selfies), mas recusam e desconheço a razão para este comportamento.

Deveria ter efetuado esta operação antes de ter fundos para levantar...

Dear ncarvalho169

Please kindly make a withdrawal request.

Kind regards

Hi ncarvalho169,

It looks like your account has been verified, as per the casino’s message. The next step would be to submit a withdrawal request.

Please go ahead and make the request, and kindly keep me informed of any updates or responses from the casino.

Looking forward to hearing from you soon.

Good afternoon,

I've already applied for withdrawal.

It remained in "incomplete" status for several days...

Today it went to "in progress" status.

Let's see how long it takes...

Boa tarde,

Já havia feito pedido de retirada.

Manter-se em estado "incompleto" vários dias...

Hoje passou a status "em progresso".

Vamos ver quanto tempo demoram...

Greetings,

According to our records, the player received the winnings at 03.02.2025 08:16:13 (UTC)

Regards

Good afternoon,

My winnings were credited to my bank account this morning.

The situation has been resolved. Thank you

Boa tarde,

Os meus ganhos foram creditados na minha conta bancária durante esta manhã.

Situação resolvida. Obrigado

Dear ncarvalho169,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru