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I've been verified on ICE CASINO since September, as attached herein. I've never had any issues with their withdrawal process. Everything had always been as per usual. However, after a break, I started gambling again this month and encountered numerous problems and excuses for everything. For starters, they began charging a withdrawal fee (forcing me to bet double the amount I originally deposited), when it wasn't so in September, and I wasn't notified of any changes!! Then, I made a withdrawal request for the maximum amount possible without incurring a fee, and it was declined. The excuse? I didn't have any skrill account verification document. That's a LIE!! I submitted the document back in September. When I asked for validation and an explanation, they failed to provide one (See attached screenshots). I was forced to resubmit the screenshot. I hope this matter gets resolved quickly. This situation is entirely unacceptable! It's unprofessional and the customer support is deplorable without providing a VALID justification!

Desde SETEMBRO que estou verificada (como se pode ver em anexo) no ICE CASINO. Nunca tive problemas com levantamentos. Sempre tudo dentro da normalidade. Voltei a jogar neste casino, depois de um tempo, este mês. Encontrei apenas problemas e desculpas para tudo e mais alguma coisa. Começando por a cobrança de taxas para levantamentos (ter de apostar o dobro do que depositei), quando em setembro não era assim e não fui informada de quaisquer alterações!! Depois fiz um pedido de levantamento do máximo que consegui, sem ser taxada, e foi rejeitado. A desculpa.. não tinha documento de verificação da conta skrill. MENTIRA!! Submeti o documento em setembro. Pedi para confirmarem e para me darem uma explicação e não foram capazes de o fazer. (Ver fotos em anexo). Fui obrigada a submeter novamente a captura de ecrã. Espero que este assunto se resolva o mais rapidamente possível. É inadmissível esta situação! Falta de profissionalismo e péssimo apoio ao cliente sem dar uma justificação VÁLIDA!

Dear Pausilva91,

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. Furthermore, additional verification is very common and casinos sometimes request documents even though they were successfully verified in the past.

Could you please advise if this was the only requested document? When exactly did you provide it?

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

Dear Pausilva91,

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.

Dear Pausilva91

According to our records, there is zero on your balance and the account was blocked on 19.02.2024 11:48:00 (UTC) upon your request.

Re the x2 turnover - this very rule is part of AML policy and was within the casino for at least 5 years now.

Please kindly let us know if we may be of any further help.

Kind regards

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.