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I deposited 10 + 30 euros and the site removed another € 30 from my bank account when I tried to confirm the cashout with a smart-id. at the moment my site account is € 60 and when I try to cashout, they don't allow it, there is currently 60€ in my casino account, because i won extra 20€ from my deposited 40, but i need these 30€ they took for nothing too

Dear bsanijs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you played any of your mistakenly deposited funds, or they’re still untouched inside your account? Could you please advise if your account has been successfully verified already?

Furthermore, if there’s any relevant communication, please forward it along with the payment receipt to petronela.k@casino.guru.

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

I have played with that money, and my money turnaround was right, so it should let me, and i think my account is verified

Dear bsanijs

Can you kindly explain, how your account can be verified, since you have not uploaded a single document?

Please kindly complete the KYC check in order to receive the winnings.

Thank you for cooperation!

Thank you very much, IceCasino team, for your assistance.

Dear bsanijs,

Please submit the required personal documents for verification and keep us updated about any further developments. Looking forward to hearing from you.

Dear bsanijs,

Have you succeeded in verifying your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I did everything to verify my account as soon as you told me, they still haven't verified it yet

Dear sir,

An e-mail re extra document request was sent back 04.05.2022 09:02:53 (UTC)

A reminder was sent an hour ago.

Looking forward to hearing from you.

Kind regards

Dear bsanijs,

We always suggest contacting the casino and finding out what documents exactly are required and providing them in the best possible quality, correct format, and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal. 

Please keep me informed about any further developments.

Is it safe for me to send them a picture of my bank card showing the first 6 and the last 4 numbers in the front (covering the middle ones) and a picture of the back of my card (covering the security number) ?

Yes, it is.

Dear bsanijs

Please confirm you've received the withdrawal.

Thank you in advance!

Kind regards

Dear bsanijs,

Please allow some time for the funds to reach your account and keep us updated. Thank you very much in advance.

Hello bsanijs,

Have there been any developments since our last conversation, please? 

Dear bsanijs,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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.