IceCasino - Гравець зіткнувся із затримкою відповіді щодо KYC.

I've given the requested documents for KYC and asked them thrugh email and they Don't answer or give any helpful information about my problem

Dear Gyoker, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time the casino customer support communicated with you regarding your verification? Have any of your documents been approved and verified yet?

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

I've gave my Id card, proof of address, bank statements, bank cards with selfies everything they said they need, but they Don't answer. I've spoke to customer support numerous times they said they are forwarding them for verification but nothing happened 🙁

Could you please specify when exactly you submitted your documents for verification?

When was the last time you communicated with customer support regarding your KYC procedure?

It was on 2024.09.19. when I last uploaded my documents (for like the 6th Time) and I write them daily, but the customer support is giving me robotic answers (they are not actual people) that are not even about my question. On 2024.09.25. the verification for my ID, bank statements and proof of address has ended, but my main problem is that they are asking me for a picture of the bank cards which I made the deposit with, they sent me an email which contains 2 bank cards instructing me to take a picture of them, but they are not the ones that I used for making a deposit with and they dont belong to me, I think they are trying to make the verification/withdrawal impossible here are some pictures of the emails:

Could you please specify how many deposits did you make to the casino?

Have you used more than just one payment card to deposit to your casino account?

Do you know the owner of the 2 bank cards the casino wants you to verify?

Dear Veronika, we will simply copy-paste the response to the complaint of the player from different dispute resolution service:

Dear Gyoker

According to T&Cs of the casino, that were accepted at registration:

"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed by us and:

5.5.1. all transactions made from the Main and/or Duplicate Account will be made void;"

During investigation, we found at least 6 (six) accounts that belong to you and hence violates the T&Cs.

There are two options:

a) We may block all account permanently

b) We may unlock the account in dispute after voiding the winnings. The deposit may stay at the account.

Please let us know your decision.

Regards

Dear Gyoker,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.