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Hello casino guru, I come to you because I registered in the casino, deposited, played and won. I have more than 600 dollars withheld and although I have requested the withdrawal of money a month ago, they do not send me. To such an extent that they temporarily suspended my account and told me to justify that I am in Ecuador playing. It is evident that I am in Ecuador they can see my ip from where I play and I have also sent a purchase invoice and that the shipping address is in my name and with an address in Ecuador. They still haven't validated my document and my money, I feel they are scamming me, please help me

Hola gurú casino, acudo a ustedes porque yo me registre en el casino, deposite he jugado y he ganado. Tengo más de 600 dólares retenidos y aunque hace un mes he solicitado el retiro de dinero ellos no me envian. A tal punto que suspendieron mi cuenta temporalmente y me dijeron que justifique que estoy en ecuador jugando. Es evidente que estoy en ecuador ellos pueden ver mi ip de dónde juego y también he enviado una factura de compra y que la dirección de envío es a mi nombre y con dirección en Ecuador. Aún no me validan el documento y mi dinero siento me están estafando por favor ayúdenme

Dear sandraromero2294,

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?

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 want to clarify that before this I was already done with my identity, a selfie and everything. But they never sent me money so they decided to suspend my account and ask me to send a document that I play from Ecuador. But my kyc was complete, I have the photo of the email that indicates that my account is verified and that's why I proceeded to deposit my money. And I still can't actually withdraw if I was scammed

Hola, quiero aclarar que antes de esto yo ya estaba hecha kyc mi identidad una selfie y todo. Pero nunca me enviaban dinero así que les dio por suspender mi cuenta y pedir que envíe un documento que juego desde ecuador. Pero mi kyc estaba completo tengo la foto del correo electrónico que indica que mi cuenta está verificada y por eso procedí a depositar mi dinero. Y aún no puedo retirar en realidad sie to que me estafaron

Since you indicated that you are from Argentina when filing this complaint, could you please clarify why you were asked to prove that you play from Ecuador? Thank you.

The truth is that I have no idea why they asked me to prove that I play from Ecuador, I am not going to deny it, I am in Ecuador and I live here at the moment and it is logical that here where I appear to play. I sent you an invoice for a purchase where the shipment contains my document name and Ecuador shipping address since it is a physical purchase. With that I show that I am in Ecuador. However. I feel like that is just a sham to cover up that they want to suspend my account with more than 600 dollars that I have earned. Since before the suspension I was requesting a withdrawal for a month that never came, they came to tell me that you say that the payment failed for external reasons. In addition, despite the fact that I had deposited by other methods, they always offered me only one withdrawal method that I could only use through that means. In short, I feel that they want to scam me, they still do not answer the email and I feel that they scammed me, that is why I request your help 🙁

La verdad no tengo idea porque pidieron que demostrará que juego desde ecuador, yo no lo voy a negar yo estoy en Ecuador y momentáneamente vivo acá y s lógico que acá en donde figure que yo juego. Le envié una factura de una compra donde el envío contiene mi nombre documento y dirección de envío de Ecuador ya que es una compra física. Con eso demuestro que estoy en ecuador. Sin embargo. Siento que eso solo es una farsa para encubrir que quieren suspender mi cuenta con más de 600 dólares que he ganando. Ya que antes de la suspensión estuve por un mes solicitando retirada que nunca llegó, llegaron a decirme que dís que el pago fallo por razones externa. Además a pesar de yo haber depositado por otros métodos ellos siempre me ofrecieron un solo método de retiro que solo podía por ese medio. En fin siento que me quieren estafar aún no responden el correo y siento que me estafaron por eso solicito su ayuda 🙁

Hello I would like to update my case. I have tried to log in to my icecasino account and I log in normally despite the fact that they did not notify me by email that they had already removed the temporary suspension from my account. So I proceeded to withdraw.

ambient I want to add that as seen in the screenshot, there was previously a withdrawal attempt, which declined, I hope and these new requests are processed normally

Hola me gustaría actualizar mi caso. He intentado ingresar a mi cuenta de icecasino y ya entro con normalidad a pesar de que no me avisaron por correo electrónico que ya habían quitado la suspensión temporal a mi cuenta. Entonces ya procedí a retirar.

ambien quiero agregar que como se ve en la captura anteriormente había intento de retiro los cuales declinaron espero y estas nuevas solicitudes si la prosecen con normalidad

Hello I would like to update. Icecasino is definitely a scam, I use ARS for currency in the casino. but at the time of depositing they charge me in dollars, for me to have 19,000 ARS they charge me 90 dollars. But when I requested the money, they did not send me in dollars, but they sent me in ARS through ASTROPAY and astropay discounts 431 ARS for each dollar. Request a withdrawal of 76000 ARS. they should have sent me 357 USD. but these people, being thieves, sent me ARS AND ASTROPAY CHANGED IT TO ME ONLY TO 172 USD They are scammers, they charge in dollars but do not send money in dollars. Pickpockets.

I leave a photo of what I should deposit in 19000 ARS IN DOLLARS. they are rats

Hola me gustaría actualizar. Icecasino definitivamente es una estafa, yo de moneda en el casino uso ARS. pero al momento de depositar me cobran en dólares, para yo tener 19000 ARS me cobran 90 dólares. Pero cuando solicite el dinero no me enviaron en dólares sino que me enviaron en ARS por medio de ASTROPAY y astropay por cada dólar me descuenta 431 ARS. Solicite una retirada de 76000 ARS. deberían de haberme enviado 357 USD. pero estas personas al ser rateros me enviaron ARS Y ASTROPAY ME LO CAMBIO SOLO A 172 USD Son unos estafadores , ellos cobran en dólares pero no envian dinero en dólares. Rateros.

dejo una foto de lo que debería depositar en 19000 ARS EN DOLARES. son unas ratas

Dear sandraromero2294

According to our records, you've received all the winnings, can you please confirm?

Regards

Yes, I already received all the profits, although I had a great loss for sending only pesos to astropay when I actually deposited dollars. Thank you very much, that's all, I already received my money, I'm leaving. I was left with a bitter taste but at least I didn't lose all my money thanks.

Si ya recibí todas las ganancia aunque tuve una gran perdida por enviar solo pesos a astropay cuando en realidad yo deposite dólares. Muchas gracias, eso es todo ya recibí mi dinero me retiro. Quedé con un sabor amargo pero al menos no perdí todo mi dinero gracias.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Even though there have been additional fees, there were managed by the payment provider.

Thank you very much, sandraromero2294, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru