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Hey, how's it going? I'm having problems at ice casino with the KYC verification, they're taking too long, they said it would be very quick and everything, but it's not. My images are of good quality, I just wanted some help, I have a value of a thousand reais and I wanted to withdraw it, because I really need the money a lot, I hope you help me, I really like this platform but I need help, because the documents you are all right, thank you from the heart.. 🙏🏻

Oi, tudo bem? Estou com problemas no ice casino com a verificação KYC, estão demorando muito, falaram que seria bem rápido e tudo mais, mas não está sendo. Minhas imagens estão com qualidade, eu só queria uma ajuda, estou com um valor lá de mil reais e queria sacar, por que realmente estou precisando muito do dinheiro, espero que me ajudem, gosto muito dessa plataforma mas preciso de ajuda, pois os documentos estão todos certos, desde já agradeço de coração.. 🙏🏻

Dear VictorGustavo.02,

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.

Could you please advise which documents have you already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Good morning Cristina, how are you? Thank you so much for your answer!

So, I sent the first time a few days ago, with good quality.

I sent my driver's license as identification, I sent my bank slip, with my name and address as proof of residence, everything was fine, I sent proof of payment that I made on the platform and in the "other document" I sent my passport, with my photo and everything right! After a few days I spoke with the support and they said that a selfie of me with my document next to my face was missing, but they hadn't commented on that, but anyway, I sent it once and they refused it as a bad quality, so I went and took the photo again, with a better quality, closer and much brighter, now let's see the time, but it will probably take a while. answer, thank you very much.

Bom dia Cristina, tudo bem? Muito obrigado pela sua resposta!

Então, mandei a primeira vez a alguns dias atrás, com uma boa qualidade.

Mandei minha carteira de motorista como identificação, mandei um boleto bancário meu, com meu nome e endereço como comprovante de residência tudo certo, mandei o comprovante de pagamento que fiz na plataforma e no "outro documento" mandei meu passaporte, com minha foto e tudo certo! Depois de alguns dias falei com o suporte e falaram que estava faltando uma selfie minha com meu documento ao lado do rosto, só que eles não tinham comentado isso, mas enfim, mandei uma vez e recusaram como uma má qualidade, aí fui e tirei a foto de novo, com uma qualidade melhor, mais perto e bem mais iluminado, agora vamos ver o tempo, mas provavelmente demore.. Mas esta tudo certo, os documentos e a foto com o documento ao lado do rosto, tudo perfeito, aguardo a resposta, muito obrigado.

Hi again! My account was verified, I made the withdrawal and now I'm waiting for the money to drop, but the verification problem has already been solved.😃😃

Oii de novo! Minha conta foi verificada, fiz o saque e agora estou no aguardo de cair o dinheiro, mas o problema da verificação já foi resolvido.😃😃

Thank you for your reply, VictorGustavo.02. Awesome news! Hopefully, you will receive your winnings soon. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Dear VictorGustavo.02,

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.