IceCasino - Der Spieler kann sein Guthaben nicht abheben.

I can't withdraw my earnings from last month

Nao consigo sacar meus ganhos do mes passado

Hello Celia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus and how much is the balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

The reason the account got blocked is that the player provided the documents, that do not belong to her. Thus the KYC could not be completed.

Kind regards

but the document was wrong, I thought I sent mine

What am I going to do now to withdraw my winnings

mais foi errado o documento mesmo pensei ter enviado o meu

O que vou fazer agora pra sacar meu ganho

Hello Celia,

Why did you provide someone else's documents?

Dear IceCasino,

Is the player still able to verify her account if she provides her own and correct documents?

Hello Nick,

The player needs to take the phone verification.

Dear Celia

Please contact support to schedule the call.

Kind regards

Hello Celia,

Please do as the casino advises and let us know the outcome.

Dear Celia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I played with my own money and won

It wasn't with a bonus

Joguei com dinheiro meu e ganhei

Nao foi cm bonus nao

Dear Celia

Your account has been unblocked.

We kindly ask you to be more attentive while uploading the documents.

Kind regards

Dear Celia,

Can you please confirm that your account is now open?

Dear Celia,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.