God aften.
Jeg er en spiller, der med succes har gennemført KYC-checken og spillet flere gange på ICE Casino. Min første udbetaling blev gennemført med en bankoverførsel til et beløb på €2.100 inden for de grænser, som kasinoet har sat (inden for 48 timer).
På min 2. udbetalingsanmodning, for et beløb på €4.500, startede kasinoet forsinkelser og fortsatte under påskud af yderligere verifikation (af mine indtægtskilder!) med at annullere min udbetalingsanmodning.
Så de fortalte mig, at jeg skal vente på, at kontoen bliver re-revideret for at se min lønliste (!), og at indtil revisionen er udført af deres kompetente afdeling, forbliver mine hævninger frosset.
Bemærk venligst, at siden anmodningen fortalte de mig i Live Chat, at jeg kun behøver at vente i de 48 timer eller 5 arbejdsdage, og at min transaktion behandles af den relevante afdeling. Selvfølgelig er der en formulering i vilkårene "casinoet kan til enhver tid anmode om yderligere dokumenter". Typisk, men for at fordrive tiden og senere annullere tilbagetrækningen, har de tidligere udtalt, at der ikke var behov for handling fra mig (f.eks. nye dokumenter) og bad mig bare vente.
Jeg har læst dusinvis af lignende klager, så jeg har muligvis brug for hjælp fra Casino Guro-teamet til at undersøge hændelsen.
Good evening.
I am a player who has successfully completed the KYC check and played several times at ICE Casino. My first withdrawal was successfully completed via bank transfer for the amount of €2,100, within the limits set by the casino (within 48 hours).
On my 2nd withdrawal request, for the amount of €4,500, the casino started delays and under the pretext of further verification (of my income sources!) proceeded to cancel my withdrawal request.
So they told me that I need to wait for the account to be re-audited to see my payroll (!) and that until the audit is done by their competent department my withdrawals remain frozen.
Please note that since the request, in the Live Chat they told me that I only need to wait for the 48 hours or 5 working days and that my transaction is being processed by the relevant department. Of course, there is wording in the terms "at any time the casino may request additional documents". Typically, however, in order to pass the time and later cancel the withdrawal, earlier they stated that no action was needed from me (e.g. new documents) and asked me to just wait.
I have read dozens of similar complaints so I may need the help of the Casino Guro team to investigate the incident.
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