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Hello I'm trying to withdraw the money since last month!

On 12/24 I sent my documents for verification and on 12/27 I received the email confirming that my account had been verified!

I tried to make other and other withdrawals and they just rejected! Now they just keep asking for more and more documents and no response! I want you to help me like you helped the other members!

Ola estou tentando sacar o dinheiro desde o mes passado!

No dia 24/12 enviei meus documentos pra verificação e no dia 27/12 recebi o email confirmando que a minha conta tinha sido verificada!

tentei fazer outros e outros saques e so rejeitaram! Agora so ficam pedindo mais e mais documentos e nada de uma resposta! Quero que me ajudem assim como ajudaram os outros membros!

Dear amandacgs2501,

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 made any successful withdrawals before? Could you please confirm that you have already provided all the additional documents the casino asked for?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Good Morning! I won the bonus and managed to convert R$125.00 reais into real money, so I started playing and managed to reach R$642.00 without having another bonus!

I immediately talked to the support when I made the R$125.00 to withdraw, they said that all I had to do was deposit R$20.00 reais and I would already withdraw!

I sent my documents, the account was verified 1 time already!

I didn't make any successful withdrawals, this is the first one I try, but they reject it and only ask for photos of documents, I already provided them all and it never works! I even like this casino but the payment is very time consuming! It's already 1 month old!

Bom dia! eu ganhei o bonus e consegui transformar R$125,00 reais em dinheiro real dai fui jogando e consegui chegar a R$642,00 sem ter outro bônus!

Conversei de imediato com o suporte quando fiz os R$125,00 pra sacar eles falaram que era so depositar R$20,00 reais que eu já sacava!

Enviei meus documentos, a conta foi verificada 1 vez ja!

Não fiz nenhum saque bem sucedido esse e o primeiro que tento, mais rejeitam e so pedem fotos de documentos ja forneci todos e nunca da certo! Eu ate gosto desse casino so que o pagamento é muito demorado! Ja vai completar 1 mês!

Thank you very much for your reply, amandacgs2501. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina

Regarding My Account Verification, I just received an email from ice casino support saying that my account is verified! Now I requested another withdrawal after verification confirmation and I will be waiting for a successful withdrawal! Because now there are no more excuses for an unverified account! Thank you ☺️🙏

Óla Kristina

Em relação á Verificação da Minha Conta, acabei de receber um e-mail do suporte ice casino dizendo que minha conta está verificada! Agora solicitei outro saque após a confirmação da verificação e vou ficar no aguardo pra um saque bem sucedido! Pois agora não tem mais desculpas de conta não verificada! Obrigada ☺️🙏

Unfortunately, once again I received the email confirming that the account was verified and after making the withdrawal request I had my request rejected and again the support asked for more documents to prove that the account used for the deposit is mine! I already reported to them that the account used is virtual provide a statement of purchase made with pix to the casino and after that statement was approved and now they are rejecting it again I don't know what else to do I earned the money honestly and they don't want to make the payment claiming that it's for security if it's been more than a month that I've been trying and no definitive answer!

Infelizmente mais uma vez recebi o e-mail confirmando que a conta estava verificada e após fazer a solicitação de saque tive meu pedido rejeitado e novamente o suporte pedindo mais documentos para comprovar que a conta usada para depósito é minha! já relatei para eles que a conta usada é virtual fornecer uma declaração de compra feita com pix para o cassino e depois dessa declaração foi aprovado e agora estão rejeitando novamente Não sei mais o que fazer ganhei o dinheiro honestamente e não querem fazer o pagamento alegando que é pela segurança se já tem mais de um mês que estou tentando e nada de uma resposta definitiva¡

Thank you very much, amandacgs2501, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi amandacgs2501,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Ice Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? Is it something wrong with the documents the player has provided for the verification? Are there any other reasons for her withdrawal requests to be rejected?

Looking forward to hearing from you.

Best wishes,

Natalia

Hello all,

The missing document has just been approved.

Please make a withdrawal request.

Kind regards

Hello! As mentioned I just made the withdrawal request! I hope to have a positive conclusion! I thank you all!

Olá! Como foi mencionado acabei de fazer o pedido de saque! Espero ter uma conclusão positiva! Desde já agradeço a todos!

Passing by to thank everyone I just received the payment!

Passando pra Agradecer a todos acabei de receber o pagamento!

Hi everyone! Thank you for the information.

I'm glad to hear that the issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation.

Dear amandacgs2501, please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best wishes,

Natalia

Thank you Natalia 😊 All the best!

Obrigada Natália 😊 Tudo de bom!