Complaint #99 Ice Casino

Very long KYC verification and cashout

By vachina7

3 years ago

Hello,

I have played on this site a couple of times. I have not used any no-deposit promotions or anything. I have opened an account and deposited money a couple of times. After winning some - I requested a withdrawal and submitted the documents for the KYC verification on Monday 17th. They said that it would take a few days to verify. It's a Friday now and I still haven't heard from them.

Have tried to contact support but they were not helpful at all. It's been 5 days now, 6 since I requested a cashout. Support has been saying the same all week - your verification will be processed shortly, without giving any more information or assurances.

For the record - I have only one account. Have never used any of their no-deposit promotions. All the personal details and payment methods are in my name.

I do gamble from time to time, but I have never experienced such a lack of responsiveness. I am worried about my funds being stolen.

Disputed Casino Ice Casino

Reason Verification issues

Amount €640

Discussion

AskGamblers

• Support Team

3 years ago

Dear @vachina7,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

vachina7

3 years ago

Oh, proofs you said. Here are some proofs.

I haven't played for a week.

vachina7

3 years ago

What evidence can you provide? You blocked my account so I am not able to access my cashier history - I still have emails though of requested cahsouts and repeated beggings of you to verify my account for a week.

That money should have been in my skrill account in two days and it wasnt.

You held MY money illegally and imorally against my will.

I chose to cash it out. I've chosen to not have them in my casino balance. If I choose to play - I will deposit again the amount I want.

You have no right to behave as you did.

I have waited for 6 days with no response. Everyone that enjoys to gamble knows how it ends. You know it too and you did it on purpose.

Ice Casino

• Representative

3 years ago

Dear Askgamblers team
The Casino has provided all the evidence via e-mail.

Kind regards

Ice Casino Complaint Stats

Resolved 77 / 79

Avg. Amount $6,596

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Ice Casino Complaints

See all complaints for this casino

It has now been 5 days, and the withdrawal is still stuck as Pending

Hello,
I am submitting this complaint regarding a withdrawal request of €1,413.52 made on Thursday, June 18th, via bank transfer. My player account is fully verified and all KYC documents have been successfully approved.
The casino states a processing time of 1 to 2 business days. It has now been 5 days, and the withdrawal is still stuck as "Pending". Furthermore, customer support is completely ignoring my emails, and the live chat is completely inaccessible.
I kindly request Askgamblers' assistance to resolve this issue and receive my payment. Thank you.

Rejected

€1,414

Prolonged KYC verification delaying withdrawal

I have been trying to verify my account for around a week now, and it has become a big problem. I have filled out all the points on the KYC verification, and even gotten it approved (all the segments: photo of ID, proof of payment, address, selfie, and source of wealth). After I submitted all the documents I had to, I was asked to provide proof that the cards used for deposits belonged to me. This is, of course, fair to ask for, so I provided them with the necessary proof. Then they sent me a new email, saying I had to show them a bank statement showing the transfer. This I did, showing all the transactions made to their site with the amount of money and which card I used. I even got it approved, yet when I ask them what is wrong and why my account isn't verified, they just send the exact same email about the bank statement. At this point, I don't get any help or anything from their chats or from the emails I sent.

It makes it much worse that the communication system is lacking. It takes a long time to get a response (on email up to many days waiting time via email), and when I get a response, it doesn't help my problem at all. When I get answers from their chat, all the information I get is the same as I have gotten many times.

I completely understand the need for security and proper identity, but I have now provided them with my driving license, proof of my address, selfie with ID, and bank statements showing all the transactions, my bank details, and much more. This is more than they asked for in the first place, so I don't get why my account isn't verified.

This has affected my ability to withdraw funds from the account. I deposited money into the account a few times, had a great time at their casino, and played in good faith. Then I won a good chunk of money (around 3000$). As my right, I should now be able to withdraw those funds, but I can't do that before my account gets verified.

I sincerely hope they fix this soon, as they have a really great casino with cool games and designs. But I can't see myself playing there or recommending it to others if this doesn't get fixed. When deciding to share your personal and financial information, depositing money, and playing at an online casino, the number one most important thing is trust and transparency.

Unresolved

kr31,000

Withdrawal transactions blocked

Hello my KYC is verified and completed. I've made some money on slots and made two withdrawals through VISA, the withdrawals were stuck for 5 days created as "NEW" . I've also won a bet and my balance reached like ~1.5k euros. I've canceled my withdraws because I wanted to use a different withdrawal option and now when I try to press on withdraw button I get an error "Your ability to make transactions is blocked. Please contact support". (I'm attaching the photo below)

Why I'm getting this error? It's frustruating.

I've tried to use live chat, but the only option is there to chat with an virtual assistant. I've asked to connect me with a real agent, the virtual assistant just gives me a submit a request form to contact you and after I submit it nothing happens.

I've already made like 4 emails for like 4 days, there is no answer from their support team.

What should I do in this situation?

Unresolved

€1,500

Want more data even tho I am verified

I had a fully verified ice casino account including sending my picture with my passport next to my face which they accepted. I'm a member with no problems of the sister sites vulkan vegas, gg bet, verde casino.

They now ask for a picture of me holding my id with my account open in the back round. I bought a laptop which cost more then what I'm due and still they refuse to verify me even though I'm verified.