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I have opened an account on https://icecasino6.com/en. I have won around 400e and I send to them all the documents they asked for. I’ve wait for a week and nothing happens. I have contacted the support and they always told me I will need to wait. Now they blocked my account without transfer the money saying that the card is a 3rd party card wich is a lie. It is my card with my name on it. I have 2 first name clearly visible in my ID which was also send to them. What can I do? Where to address a complaint and how to contact the legal authorities?

Thank you very much

Dear Teodora,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Teodora,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello,

thank you very much for your e-mail.

I was in Israel on vacation for a couple of days and I did not had access on the page in order to reply.

I got an email from them saying that the KYC verification was done successfully.

i’ve requested again the withdraw but still waiting since Friday. At least they reopened my account and the withdraw is in progress at this stage.

let’s see what’s happening

i will keep you updated

thank you very much

teodora s****

Thank you, Teodora, for the update. Please keep me informed about any further developments. I will be waiting for your reply patiently.

Hello Petronela,

i got yesterday an e-mail from them with the following note:

Your Winnings have been successfully withdrawn!

Your login: t****ras***a@yahoo.com

Payment metod: bank_cards_out

let’s see. I think that it is sorted out.

thank you very much foe your help

Hello,

We'd like to confirm, the player received the winnings at 24.06.2022 15:58:28 (UTC)

Kind regards

Hello,

winnings are not yet in my bank account

I hot just the confirmation that it was transferred

I will let you know once I receive them

thank you very much

Teodora

Thank you very much, Teodora, for the update. The least I can do is to leave this complaint open until your confirmation regarding successful withdrawal. Please keep me informed. 

Hello

I received the money today

thank you very muc

teodora

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Teodora, for your cooperation and 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