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I did the kyc verification in August until today no confirmation customer service wrote to the 100 times always the same answer tried 4 days ago to pay out the money nothing works supposedly still no kyc procedure successfully completed although it was all months ago ??? If this continues, I will definitely go to a lawyer

Ich habe im August die kyc Verifizierung gemacht bis heute keine Bestätigung Kundenservice an die 100 mal angeschrieben immer die gleiche Antwort habe vor 4 tagen versucht das Geld auszuzahlen nix klappt angeblich immer noch kein kyc verfahren erfolgreich abgeschlossen obwohl das ganze Monate zurück liegt ??? Wenn das so weiter geht werde ich definitiv zum Anwalt gehen

Dear Blondi0101,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Yes, a few days that's fine, but months????

yes I should send a picture where my credit card with name and bank statements from the credit card!

This credit card is a prepaid credit card, which means I load the amount beforehand using a Jokermaster card, I can't have a bank statement from it !! So what I have I have already sent in there but still supposedly nothing works!!!

Ja einige Tage das ist inordnung aber Monate ????

ja ich soll ein Bild schicken wo meine Kreditkarte mit Name und Kontoauszüge von der Kreditkarte !

diese Kreditkarte das ist eine prepaid Kreditkarte das heißt ich lade vorher den Betrag über eine Jokermaster Card auf ich kann davon keinen Kontoauszug haben !! Also was ich habe habe ich schon dort rein geschickt aber immer angeblich noch geht nix !!!

I just spoke to jokermasterbank, the credit card is nothing more than a paysafe top-up card! That's why I can't get a bank statement. As I said, everything I have I have entered into the kyc. I have nothing more of it!

Ich habe gerade mit der jokermasterbank gesprochen die Kreditkarte ist nix weiteres wie eine paysafe aufladekarte! Deshalb kann ich kein Kontoauszug nix bekommen . Alles was ich habe habe ich wie gesagt in das kyc eingetragen mehr hab ich davon nicht !

I spoke to a lawyer who said it was bordering on fraud! I will wait this week to see what is new there in your case is on your site within 5 days the money will be there if it is not so we will be forced to turn on the lawyer who will check the site and then it will go on in court Yours sincerely To greet

Ich habe mit einem Anwalt gesprochen der meinte das grenzt langsam an Betrug ! Ich werde diese Woche noch abwarten was es dort neues gibt in ihrem Fall steht auf ihrer Seite innerhalb 5 Tagen wird das Geld da sein sollte es nicht so sein sehen wir uns gezwungen den Anwalt einzuschalten der überprüft die Seite und dann wird es gerichtlich weitergehen Mit freundlichen Grüßen

Hello,

According to our records, the player does not have any pending withdrawal requests.

Kind regards

Thank you very much, IceCasino team, for checking this out.

Dear Blondi0101,

Could you please advise how much is your active balance now?

Dear Blondi0101,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.