IceCasino - Η ανάληψη του παίκτη καθυστερεί και τα χρήματα του λογαριασμού δεν είναι προσβάσιμα.

I deposited around 3000 NOK and have a current balance of approximately 20,000 NOK that I am trying to withdraw.

I completed all identity verification steps and submitted my passport and a utility bill showing my name and address. These are sensitive documents, and I expected them to be sufficient.

However, my withdrawal is still blocked. I have attempted to withdraw several amounts – even as low as 300 NOK – but none of them are being processed.

The casino is now demanding:

– A photo of both sides of my bank card

– A selfie holding my ID and bank card near my face

I find this request invasive and unsafe, especially after already submitting full ID. I have expressed that I am uncomfortable sharing more sensitive materials.

I have also asked for a refund of my deposit, but this request was denied.

At this point, I am turning to Casino Guru for help, as I have followed all reasonable procedures and still cannot access my own funds.

Hello,

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 take KYC lightly. The industry standard is to allow for the middle digits of the bank card and CVC/CVV code to be covered. Asking for a selfie is also a common requirement of a verification procedure.

If these documents were requested from you, I would recommend that you cooperate with the casino and provide them.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

• Take several photos in good lighting conditions and submit the best one(s).
• Do not edit the image in any way
• The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
• When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear sondre23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru