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Hello, I hit the welcome bonus goal, I made the first deposit and played again, I requested a withdrawal and it was rejected for not having done the KYC verification (service said it was not mandatory) I sent the documents and requested a withdrawal again and it was rejected! They always invent something to not pay me!

Olá, bati a meta do bônus de boas vindas, fiz o primeiro depósito e joguei novamente, solicitei saque e foi rejeitado por não ter feito verificação KYC ( atendimento disse que não era obrigatório) enviei os documentos e solicitei saque novamente e foi rejeitado! Sempre inventam algo para não me pagar!

Dear Thalles99,

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 informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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, I'm trying to withdraw for 4 days and they always reject

Olá, estou tentando fazer saque a 4 dias e sempre rejeitam

Dear Thalles99

Can you please tell Casino Guru who the account taliss**silva294@gmail.com belongs to?

Thank you in advance!

Kind regards

My account is talis**********itas@gmail.com at Ice Casino !

Minha conta é talis**********itas@gmail.com no Ice cassino !

Dear Thalles99,

Could you please clarify who's the owner of the other account registered under taliss**silva294@gmail.com?

You blocked my account alleging duplicity, I lost the password and asked me to register again and I did, but they blocked it precisely where I deposited R$25 and placed my bets

Vocês bloquearam a minha conta alegando duplicidade, perdi a senha e pediram pra eu me cadastrar de novo e assim fiz, mas bloquearam justamente na qual eu depositei R$25 e fiz minhas apostas

You lost your password and instead of recovering it, you registered another account, is that correct?

This, I was not able to access the email to get the reset link

Isso, não estava conseguindo ter acesso ao e-mail para conseguir o link de redefinição

Hello,

We'd like to confirm, that there was no request for password recovery triggered.

Also would like to point out, that both accounts activated no-deposit bonuses.

Kind regards

I made a deposit in only one of the accounts, I won an amount and you blocked me

Eu fiz um depósito em apenas uma das contas ganhei um valor e vocês me bloquearam

Dear Thalles99,

I have checked the general bonus terms and conditions, and this is what I found (here):

"All bonuses are limited to one single player, an IP address, a computer device, one family, residential address, telephone number, credit or debit card and / or electronic wallet, e-mail and networks where computers are shared (for example, university, public library, work network, etc.). Should Ice Casino administration have a reasonable suspicion that the Account Holder has committed a bonus abuse (as such indicated in point 10, 14 and 16 of these terms), either on their own or as part of a group, Ice Casino reserves right to:

• forfeit the bonus allocated to the player and any winnings from that bonus;
• revoke, deny, or withdraw a bonus offer from a player;
• void the player's real money balance;
• block an access to Ice Casino;
• terminate the Account Holder’s account with immediate effect."

I'm truly sorry but if you registered two accounts knowingly and activated a free bonus on both there's not much we can do. We always try to help players if they opened multiple accounts by mistake or if several family members play from one household, even a device. Unfortunately, that's not the case here.

Are you aware of redeeming No Deposit bonuses on both your accounts, please?

I made a registration and in the same house my sister also did that, can't she?

Eu fiz um cadastro e na mesma casa também minha irmã fez isso não pode ?

Of course, she can if all the members of the household are able to complete the KYC verification. However, we always recommend players to inform the casino beforehand that players from the same IP address, and household will register their account.

One last time, if you knowingly created multiple accounts under your name and claimed free bonuses in all of the, we are unable to help you. Is there anything else we could try to help you with?

Dear Thalles99,

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 want my account and balance back!

Quero minha conta e meu saldo de volta !

I wish I could be of more help. Since you admitted that you created multiple accounts under your name and claimed free bonuses on both of them, we are forced to reject your complaint as you knowingly broke the rules.

I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.