Problems with ICE36 casino, is there a representative, please help

[mitak11]

Yesterday after a deposit of £10 ICE 36 casino sent me the following email-This email is being sent in accordance with GDPR/UK GDPR Article 22, to inform you that a permanent automated action has been taken on your account, and your right to contest it.
The reason for the automated action is due to information received from automated services regarding potential financial vulnerability.

In order for you to contest this decision successfully we need to satisfy ourselves that your gambling will not cause you to come to financial harm. Therefore we need to assure ourselves of your financial standing by reviewing at least three months bank statements which show your incoming and outgoing transactions. You can log into the casino and upload this information via the Upload Documents page.


When I entered the site and pressed the button to upload documents, it said - Please upload the last payslip. I thought - Okay. I uploaded 3 payslips and 3 bank statements.But the button to upload documents turned off. I couldn't upload anything anymore. I wrote to the chat that the button wasn't working, but the chat is a bot and you can't talk to it normally.

Those £10 I deposited were for a 150 free spins bonus. After I deposited that £10 and the free spins were given to me, that's when I received this email. I thought that after sending this email my account was suspended and I wouldn't be able to play until the verification passed. They still think I have a gambling addiction?! I have been playing at this casino brand for many years, with my largest deposit amounts being 50-60 pounds, most often 10,20,30 pounds and less often 50-60 pounds. I have never registered with GamStop.

So after they sent me this email, the casino let me play, I won nearly £12 bonus, I rolled it over, made £400 cash and... the casino wouldn't let me withdraw. Because first they had to review my document. I was approved for my passport and proof of address a long time ago, and for the card I use to deposit as well. And now I've only managed to upload my last payslip. I've been working full-time with an employment contract for 10 years.

I want to ask you, is it right for the casino to let me deposit, get my bonus, roll it over and then not let me withdraw? I wrote to support that I couldn't upload all the documents and sent them 3 pay slips and 3 bank statements for them to upload, but I haven't received a response. Is there any hope of them paying me back the £400, or is there nothing they can do? And why did they let me play when they won't let me withdraw?

 

[SYPlayer95]

You would be entitled to any winnings.
ICE36 is part of the Skill on Net group.
Imo - They are on of the least player friendly groups.
Putting that aside, if you go to live chat and mention safer gambling and speak to an agent, you will get through to a real person and not a bot.

 

[dunover]

Yesterday after a deposit of £10 ICE 36 casino sent me the following email-This email is being sent in accordance with GDPR/UK GDPR Article 22, to inform you that a permanent automated action has been taken on your account, and your right to contest it.
The reason for the automated action is due to information received from automated services regarding potential financial vulnerability.

In order for you to contest this decision successfully we need to satisfy ourselves that your gambling will not cause you to come to financial harm. Therefore we need to assure ourselves of your financial standing by reviewing at least three months bank statements which show your incoming and outgoing transactions. You can log into the casino and upload this information via the Upload Documents page.


When I entered the site and pressed the button to upload documents, it said - Please upload the last payslip. I thought - Okay. I uploaded 3 payslips and 3 bank statements.But the button to upload documents turned off. I couldn't upload anything anymore. I wrote to the chat that the button wasn't working, but the chat is a bot and you can't talk to it normally.

Those £10 I deposited were for a 150 free spins bonus. After I deposited that £10 and the free spins were given to me, that's when I received this email. I thought that after sending this email my account was suspended and I wouldn't be able to play until the verification passed. They still think I have a gambling addiction?! I have been playing at this casino brand for many years, with my largest deposit amounts being 50-60 pounds, most often 10,20,30 pounds and less often 50-60 pounds. I have never registered with GamStop.

So after they sent me this email, the casino let me play, I won nearly £12 bonus, I rolled it over, made £400 cash and... the casino wouldn't let me withdraw. Because first they had to review my document. I was approved for my passport and proof of address a long time ago, and for the card I use to deposit as well. And now I've only managed to upload my last payslip. I've been working full-time with an employment contract for 10 years.

I want to ask you, is it right for the casino to let me deposit, get my bonus, roll it over and then not let me withdraw? I wrote to support that I couldn't upload all the documents and sent them 3 pay slips and 3 bank statements for them to upload, but I haven't received a response. Is there any hope of them paying me back the £400, or is there nothing they can do? And why did they let me play when they won't let me withdraw?

Right, I have broken your post into proper sentence gaps and paragraphs so people can read it.

No, they should not use pending withdrawals to coerce you with, but simply suspend any further depositing or play activity until they are satisfied with your affordability status.

 

[mitak11]

Right, I have broken your post into proper sentence gaps and paragraphs so people can read it.

No, they should not use pending withdrawals to coerce you with, but simply suspend any further depositing or play activity until they are satisfied with your affordability status.

 

[mitak11]

I am from Bulgaria, sorry, I am not very good at writing English. I have no pending withdrawal. They let me play, but they don't let me withdraw. 400 pounds just sit in my balance with real money, but I can't withdraw - a message comes up that until they check the document, I can't withdraw.