IceCasino - Il giocatore riscontra ritardi nel KYC e un supporto scadente.

I got a bonus promo emailed to me and sent to my casino inbox for $40, but it never actually credited. I contacted support, and they told me there was an internal issue and it was being "escalated." I checked in several times and got the same generic escalation message every single time. I started saving the chats because they made sure to clarify that if I used any of the $25 I already had, they wouldn’t credit the remaining $15 owed. So I waited. A long time. Like two to two and a half days later, the bonus was finally credited.

The max cashout on the bonus was $150. I checked my KYC and saw one document still "under review" even though everything else was approved. I asked support why, and again got the same auto-sounding escalation message with no actual explanation or time frame. They just said I had to wait. I wanted to keep a paper trail so I tried to save transcripts, but apparently the important ones never actually got emailed to me, even though I hit the save option when I first contacted them.

Eventually, after waiting, that KYC document got denied. I submitted a new one, and again got the same "just wait, no set time" message. Today the document finally got accepted, but now they’re requesting a selfie with my face and the bitcoin address on another device. I took the photos, but the upload kept giving an "internal error," so support told me to send them directly through chat. I did — denied. I sent another — denied. Sent another — denied again.

Support claims the "last numbers aren’t visible," but I asked for an actual explanation, not that copy-paste line they keep throwing at me. I wanted to know EXACTLY what part wasn’t visible so I could fix it and follow instructions properly. Instead, after asking repeatedly, they didn’t answer that at all. They sent back another generic KYC message about how there’s no determined time and to wait for confirmation. I literally asked, "Can you clearly state what the problem is so I know how to correct it?" and all they did was auto-reply again. Even when I asked if my documents were valid now, I got the same empty company script.

So now I’m completely in the dark about my withdrawal, in the dark about my KYC, and stuck dealing with support reps who act annoyed that I’m simply trying to follow their instructions. I’m not asking for rainbows and cupcakes, just basic customer service — to feel acknowledged as a customer and given actual answers, not shrugged off like a kid bothering them. Over a year ago, this casino felt totally different. Support was helpful, kind, and actually cared about customer satisfaction. Now it’s sarcasm, rudeness, copy-paste answers, and a general vibe that they want you to stop talking.

It’s honestly heartbreaking to see a casino that used to treat people well change this drastically. And if this is what gets rated 9.6 out of 10 for customer treatment, then it’s a wild example of what we’re allowing casinos to get away with. This shouldn’t be considered top-tier service. It’s messed up. we consider this good treatment and are happy with it well . im defiantly getting sick of it now tbh its too much corruption toxicity everywhere idk making me looking just at real life gambling only from now on

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions so I can better understand the situation.

• In addition to the photos you shared with me in the complaint thread, have you made sure to take photos of documents and your selfie in good lighting conditions, without blur, and submitted them to the casino?
• Could you please share with me your communication with the casino regarding the issue, including the casino's responses? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Greetings,

According to our records, the player received their winnings at 25.11.2025 17:12:16 (UTC).

Best regards

Dear nativeHustler,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru