IceCasino - Povlačenje igrača je blokirano.

The casino refuses to pay out my balance.

During registration, there was a trivial typo in the last name, which was communicated transparently to support and whose correction was repeatedly assured to me in writing by their own support team.

I made a typo in my last name. Instead of an "i", I typed an "o".

My full verification has been pending since August 30, 2026.

All my documents have already been uploaded and verified as instructed by support.

I currently have €10,000.50 in real money credit on my account, which was transferred in real time from my own bank account with €7,000 of my own real money.

I played without bonuses.

My account is still active and the withdrawal button is blocked.

Now, in the support chat, they are offering to leave €5,000 in my real money balance and retain the rest in order to lift the block and fully verify my account.

I documented everything and did not accept the offer.

Please help.

Das Casino möchte mein Guthaben nicht auszahlen.

Bei der Registrierung gab es einen banalen Tippfehler im Nachnamen, der transparent mit dem Support kommuniziert wurde und dessen Korrektur mir vom eigenen Support mehrfach schriftlich zugesichert wurde.

Ich habe mich bei meinem Nachnamen vertippt. Statt dem "i" habe ich ein "o" getippt.

Meine vollständige Verifizierung steht noch seit dem 30.08.2026 aus.

Alle meine Dokumente wurden gemäß Anweisung des Supports bereits hochgeladen und bestätigt.

Aktuell besitze ich 10.000,50 € Echtgeldguthaben auf meinem Account, dass mit meinem eigenen Echtgeld i.H.v. 7.000,- € von meinem eigenen Bankkonto als Echtzeit überwiesen wurde.

Ich habe ohne Bonis gespielt.

Mein Konto ist weiterhin aktiv und der Auszahlungsbutton ist gesperrt.

Jetzt bietet man mir im Support-Chat an, 5.000,- € auf dem Echtgeldguthaben zu belassen und den Rest einzubehalten, um die Sperre aufzuheben und mein Konto vollständig zu verifizieren.

Ich habe alles dokumentiert und das Angebot nicht akzeptiert.

Bitte um Hilfe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear okokok,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• Was the single incorrect letter the only discrepancy between the personal information registered on your casino account and your identification documents?
• Has the casino confirmed in writing that the typo in your surname could be corrected?
• Have all the documents requested by the casino for KYC verification been submitted and accepted, or is the casino currently requesting any additional documents?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.