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There is no answer to any email. The account verification is 1 week late and there is no answer. I would like to wish for the money, please help me. Thank you in advance Ü** Lajos

Semmi emailre nincs válasz.A fiokigazolás 1 hete késik és Semmi válasz. Szeretném a pénzt kívánni kérem segítsenek.Elöre is köszönöm Ü** Lajos

Dear dugo,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello Petronella. I checked my account and nothing has happened yet. How long will it take? Hello Louis

Üdv Petronella. Néztem a számlám és még nem történt semmi. Meddig tart még? Üdv lajos

Nothing has happened to the profiles yet. Neither the verification nor the money transfer. Please tell me what I should do to get the money. Who should I write to or where can I write and complain. Thank you, Lajos Łdv

Még nem történt semmi a profilokat.Se az ellenőrzés sem a pénzkiutalás. Kérem mondja meg mit tegyek hogy megkapjam a pénzt.Kinek írják vagy van ahova tudok írni és panaszt tenni.Köszönöm űdv lajos

Thank you very much, dugo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, dugo,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IceCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Thank you for your help, you solved my problem. Thank you for your help, have a nice day, Lajos

Köszönöm a segítséget megoldodot a problémám. Köszönöm a segítséget legyen szép napotok ű** lajos

Hello,

Just as the player confirmed, the transaction was completed at 26.10.2022 18:20:01 (UTC)

Kind regards

Thank you, dugo, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, IceCasino Team, for your cooperation.

Best regards,

Branislav, Casino.guru