IceCasino - Гравцеві важко завершити перевірку облікового запису.

Weeks ago I made an account at IceCasino and I have made probably around 20 deposits without any problems and never withdrew anything. A week ago I made my first withdrawal 800 euros. Waited few days and then my withdrawal got cancelled and casino needed selfie with my bank card for KYC. So I sent them what they needed and made again withdrawal request 800 eur. A day later when I wanted to check if withdrawal is accpted I couldn't log in because my account was blocked. I contacted to support and they said account is blocked because of suspicious gaming in Norway. I have sent them proofs I am in Norway. My account is still blocked. I work as a truck driver and drive different countries. 9 months ago I had exactly same problem with casino which is owned by same company as IceCasino. In my opinion what they are doing is fooling people. They let me deposit many times and then they don't care where have I been while depositing and when I win, they will find reason why not to pay out money. If they don't want to pay out my win, would be fair to pay me back all my deposits. Deposits are also made when I have been in Norway and they didn't have any problems with it. Only when I made my first withdrawal, then they said suspicious gaming in Norway and blocked me.

Dear evert85,

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.

Do I understand correctly that verifying your country of residence seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? I remember your previous case and remember that it has been resolved successfully. Hopefully, we will be able to assist you again and you'll receive your winnings in no time.

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

Problem seems to be that I am from Estonia but they see I have logged in in Norway, probably they are thinking I am using VPN. Everything with KYC should be ok, I have sent all documents. The reason why I have been logged in in Norway is that I work here. I have sent them proofs that I am in Norway but I haven't received any answers from them and my account is still blocked. I just don't understand why they don't have any problems me depositing in Norway and when I make withdrawal then they block my account.

At the moment my account is opened and I made withdrawal request. Let's see how it goes.

Received my winnings now. Everything ok.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, evert85, 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