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Put 2 deposits into account one for $10 and the second for $20. I was given some bonus as well. I played through the bonus monies and ended up with 202.60 when I requested to withdraw the amount went down to $162.60 as they said because I was given bonus monies $40 would be lost. I was okay with and requested a withdrawl. After the request I got an email saying I needed to be verified. I took all the pictures they requested and now when I log in it says account verified. However they still will not approve my withdrawl. They keep saying they need a photo of my banking info with my name and account number I have sent them this 3 times now and nothing ever changes I am still not allowed to withdraw. It's going on a month now that I've been asking to withdraw. Please help me as I don't know what else to do.

Dear starkcatherineamy, 

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

Do I understand correctly that all your personal documents have been approved except for the bank statement? Does the bank statement contain all the required information? Have you submitted it in the correct format? When exactly was the last time you provided a copy of this document to the casino?

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, 

Veronika

Please help as my account when I login says verified but when I ask to withdraw they say no and keep asking for more documents

Just to answer all of your questions. Today I had yet another email asking for my bank information I went online to Icecasino and opened a chat with customer service. When I asked what the problem was exactly they said that they could see my account number on the document I sent. As you can see both my name and account number(on the orange rectangle saying cheqing) are both visually there. So I resent what I attached before but will attach again. Please help I feel like I'm going in circles

Hi Veronica,

I resubmitted the bank info again yesterday and again the day before finally this morning this was in my emails so i have requested withdrawl once again and we will see what happens

Hi Veronica,

Got the emailing saying no more documents needed so I again requested withdrawal again once again got an email back saying they need bank documents. What on earth do I do. I keep giving and giving and I cannot get my money.

Spoke with customer support no help at all they are asking me to withdraw by my visa card which was used to deposit but that's not offered. They keep asking for information and photos I have already given and been approved. This is what they offer to withdraw

Tried talking with customer support again and she closed our chat saying that by the terms and conditions they can ask for documents at any time. They say when I give them the documents I can withdraw but they don't allow me to withdraw at all. I asked for the license information on

the company and was given the attached information.

Hi Veronica

Just thought I would add the request history which shows my 2 deposits and all the rejected requests I have made. You can add 1 more request which I made today yet again



this is the last page which shows the deposits. I only played on the site for 1 day and have been trying to get my money out since that first day

Would it be possible to send your bank statement with your name and the account number as a whole PDF file, not just a screenshot to the casino? Have you received any instruction from customer support about the correct format of the document they are requesting?

They ask for only a screenshot and they approved the photos. Then when I ask to withdraw it all begins again. If I were to try and do the pdf thing I'm not sure how to do that. I will search for how to do it online and try that. I tried to make an idebit account to make things easier for withdrawl but to use that they say you have to make a deposit with it first and there is no way I'm giving them any more money

HI VERONICA

Just sent a pdf file of my banking information to icecasino as you suggested.

Hello Veronica

I have good news to share. Thank you so much for telling me to do the banking information by PDF it seems to do the trick. I woke today and 160 was in my bank act. I thought I would leave the 2.60 behind as I thought that might make them think I would come back. Very silly I realize. Please let all IceCasino complaints people to do the bank information by PDF.

Thank you so much

Amy S.

Hi Veronica

Today I was very surprised to find that my withdrawl had been approved and was now in my bank. Thank you for all your help. I don't think this would have happened without your help. Good luck to all those who still have monies owed to them by Icecasino they do pay out I guess it takes them a whole lot longer then they should.

Thank you,

Catherine Amy S.

Dear starkcatherineamy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru