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On January 3rd, I made 3 deposits of 20 reais via pix, I played in the Big bass game, I won 4,000 and since then I have been trying to withdraw without success. I already sent, resent everything they asked and nothing. They already denied it, I did it all over again. And my status just stays incomplete.

No dia 03 de janeiro fiz 3 depósitos de 20 reais via pix, joguei no jogo Big bass,ganhei 4.000 e desde então estou tentando fazer o saque sem sucesso. Já enviei , reenviei tudo que pediram e nada. Já negaram, fiz tudo outra vez. E meu status só fica incompleto.

Dear Jana38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that verifying the documents seems to be the last obstacle to processing your withdrawal?

Could you please advise which documents you have already provided and when exactly did you send the last one? Which documents seem to cause issues? Could you indicate when exactly you requested the withdrawal that has the ‚incomplete‘ status? 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 in advance for your reply.

Best regards,

Tomas

My first withdrawal request was on 01/03, my winnings were not with a bonus, but I had an active bonus, but the gain was with real money. I sent TDS the documents. Which have been ordered more than once. So many that the maximum of 10 images has already been reached. On 01/13 was the last withdrawal request, after they rejected it, I made other smaller ones thinking it could be because of the high value

Meu primeiro pedido de saque foi no dia 03/01, meus ganhos não foram com bônus, mais tinha bônus ativo,mais o ganho foi com dinheiro real.enviei TDS os documentos. Que foram pedidos mais de uma vez. Tantos que o máximo de 10 imagens já foram atingidos. Dia 13/01 foi o último pedido de saque,depois q rejeitaram,fiz outros menores achando que poderia ser pelo valor está alto

I can't tell you which document causes the problem, because whenever I ask for a position in the chat or email they send me the same message, talking about the documents to be sent, which the team is analyzing, always the same thing. I think if they were more objective about what is wrong it would be faster to resolve.

Sobre qual documento causa problema não sei te informar, pq sempre que cobro uma posição no chat ou email eles me enviam a mesma mensagem, falando dos documentos a serem enviados, que a equipe está a analisar , sempre a mesma coisa. acho que se fossem mais objetivos quanto ao que está errado seria mais rápido de resolver.

Dear Jana38,

Could you please forward the communication between you and the casino regarding the verification of your documents to tomas@casino.guru? Could you write down which documents exactly were requested from you multiple times?

Hello, I send you the email exactly as they send me. Always saying the same thing, I also sent you a print of the images as they were sent.

Olá,te envie o email exatamente como me enviam.sempre falando a mesma coisa, te mandei tbm um print das imagens como foram enviadas.

Thank you very much, Jana38, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Jana38,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

The account has already been verified, however the TDS withdrawal requests have been rejected. Because of the pix, it doesn't work, they don't have my bank on their list, they asked me to withdraw using the card. There's no Brazil option.

A conta já foi verificada, porém os pedidos de saque TDS rejeitados. Por pix não dá certo, eles não tem meu banco na lista deles, pediram pra sacar pelo cartão.nao tem opção Brasil.

Hello Jana38

Please make a withdrawal request once again.

Kind regards

Dear Jana38,

Did you manage to request a new withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Yes, I made another request. I'm waiting if it will work.

Sim,fiz outra solicitação.Estou aguardando se vai dar certo.

Dear Jana38,

Thank you for the provided information. Could you please let me know once you receive the payment?

Thank you very much in advance.

Kind regards,

Stefan

Good afternoon, I came to thank you for your help. And yes, everything went well. I managed to make the withdrawal. I received everything in my account correctly.

Boa tarde, vim agradecer pela ajuda. E sim deu tudo certo.Consegui efetuar o saque.Recebi na minha conta tudo certinho.

Dear Jana38,

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

Thank you for your cooperation, and 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 regards,

Stefan