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Hello good morning I would like to make a claim I have deposited 2 times 100 soles in total it would be 200 soles to the game to be able to play until then perfect I started to win and I wanted to withdraw my real money but it does not allow me eye that I have all the verification sent and I asked for help to the help center and they have told me that they are going to verify me and they don't and the truth is that if I want to continue playing but first I want to withdraw my money as soon as possible I hope I find a solution

Hola buenos Dias quisiera hacer un reclamo yo e depositado 2 veces 100 soles en total seria 200 soles al juego para poder jugar hasta ahí perfecto empecé a ganar y quise retirar mi dinero real pero no me permite ojo que tengo todo la verificación enviadas y e pedido ayuda al central de ayuda y me han dicho que ya me van a verificar y no lo hacen y la verdad que si deseo seguir jugando pero primero quiero retirar mi dinero lo más pronto espero me encuentre una solucion

Hello shantii2805,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

good morning nick

I have been in the verification course since Tuesday, it comes out at such an hour and then it comes out rejected and I send all my documents and the last time I spoke to the casino was yesterday night but I need them to solve the problem and I have complied with all the rules. To deposit, the process to withdraw is fast, a mess and I already tried with my interbank and everything and nothing can not be done, I need your help.

Buenos días nick

En el curso de verificación estoy desde el día martes me sale en tal hora y después sale rechazada y envíe todos mis documentos y la última vez que hable al casino fue ayer anoche pero necesito que me resuelvan el problema yo e cumplido con todas las normas . Para depositar es rapido el tramite para retirar el un lío ya intente con mi interbank y todo y nada no se puede necesito su ayuda.

Hello shantii2805,

We usually recommend to wait at least 14 days to finish the verification process. As your has been ongoing just over a week, I would definitely advise to wait only and to provide all the documents the casino requested from you as soon as possible.

Please let us know within the next week if there's been any update in your case and if there won't be any, we will try to intervene.

Dear shantii2805,

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.

Good morning young man wait 2 weeks and so far my problem has not been solved I can't withdraw my money money I need a solution as soon as possible

Buenos Días joven espere 2 semanas y hasta ahora no se resuelve mi problema no puedo retirar mi dinero dinero necesito una solución lo más pronto posible

Dear shantii2805

The KYC is not yet completed, please kindly refer to the e-mail with the instructions.

Kind regards

Dear shantii2805,

Please do as the casino advises and let us know the outcome.

Dear shantii2805,

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.

Good evening, so far the casino won't let me withdraw my money and I already sent absolutely everything

Buenas noches hasta el momento el casino no me deja retirar mi dinero y ya mande absolutamente todo

Dear IceCasino,

Can you please confirm if the player forwarded all the documents or if there is anything incorrect or missing?

I have sent all the electricity bill from my place of residence and everything and until now it does not allow me to withdraw

E mandado todo el recibo de luz de mi lugar de domicilio y todo y hasta ahorita no me permite mi retiro

Dear shantii2805

Please refer to the latest e-mail. Several documents are still missing.

Kind regards

Dear shantii2805,

Please follow the casino's instructions and let us know the outcome.

Dear shantii2805,

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.