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A few days ago I requested 3000€ of my winnings to be paid out. Today I see that it didn't work. I then get an email with the info kyc-check. Why? I previously uploaded all the documents now again. Response from ice casino

Her source of wealth has not yet been confirmed. Payment is currently impossible. The experts will review the documents. You will receive an email notification when the process is complete or when et

Habe vor ein paar Tage 3000€ meiner Gewinne beantragt zur Auszahlung. Heute sehe ich das es nich geklappt hat. Daraufhin bekomme ich ein Email mit der Info kyc- check. Warum? Ich habe zuvor alle Dokumente hochgeladen jetzt schon wieder. Antwort von ice casino

Ihre Quelle des Reichtums wurde noch nicht bestätigt. Die Auszahlung ist derzeit unmöglich. Die Experten werden die Dokumente überprüfen. Sie werden eine Benachrichtigung per E-Mail bekommen, wenn der Prozess fertig ist oder wenn et

Dear laylaselinaali,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear laylaselinaali,

Have you received your withdrawal from the casino yet?

Dear laylaselinaali,

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.

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.