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Hello

On the 10th of June there was two separate withdrawals of 500 each which said in my payment history as successfull. As of to day the 13th of June only one withdrawal has been issued to my bank account.

I have been onto support who have not replied to my email, I have been on the online chat who do not seem to know where my second withdrawal has gone. I am very concerned as to where my withdrawal is and why it has not been issued to my bank account. I have been told I will have to wait several working days before I may hear back from anyone, surely this can not be right, to have to wait several days over a withdrawal. I would appreciate any help that you maybe able to offer.

Kind regards monica o***

Dear modonovanmodonovan,

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 modonovanmodono

According to the transaction log, all the withdrawals are indeed successful.

Can you specify the exact ID in order to investigate?

Thank you!

Dear modonovanmodono

Both of the transactions are marked as "successfully completed".

If you did not receive the money onto your bank account, kindly provide this info to our support. They will collect the evidence and initiate the investigation.

Kind regards

Good day

What information do you require please so I can submit the accurate information. As I wish to get this matter dealt with as soon as possible.

Thank you.

Dear Monica,

Please kindly speak to support.

Kind regards

Thank you I will email.support

I have emailed support asking for what information is required from me. Await there response. Thank you.

Hello

As I suspected I am not getting any response from ice casino support. I thought this matter would be something that they would want to get sorted out as soon as possible. This is the reason I came to guru as ice casinos support team are not replying to my emails over this matter. I have informed them here that I have emailed them so they are aware the email has been sent. I have checked my spam emails also and no reply, I would like to get this matter resolved. Thank yiu

Dear Monica,

In order to get an immediate answer, please speak to live support, available 24/7.

Kind regards

Good afternoon

I will speak to support today. Thank you

Hello

I have spoken to support and they have no answers. As in what information I need to provide or exactly what is being done to trace the money. I have been told to wait this issue is going on with 8 days and no one can give me an answer, no one is keeping me up to date with the issue, I have to keep asking what is being done. I thought out of professionalism and care of the customer I would have updates as to what is being done. And I have not being asked to provide any evidence that the money has not being transferred into my account which I am more than happy to do.

Hello

Just wondering if there is any status on my payment please

Dear Monica,

We can see the issue was raised by our support to the PSP, but we have not received an answer yet.

Pushing it again.

Sorry for inconveniences.

Regards

Thank you

Have you any idea of how long this will take please

Hello

It has been 2 weeks now and I still have not received my money. Very frustrated that no one has communicated with me in the past few days over this matter can someone give me an answer as to where my money is and when I will receive it

Thank you

To casino guru

Is there any thing I can do it has been 2 weeks now and no one is given me any answers as to where my money is please

Thank you

Hello

I have been onto online support again and there is still no answers as to where my money has gone

Please can any one advise me on help please

Dear modonovanmodonovan,

Have you received your withdrawal from the casino yet?

Hello kristina

No I have not received my money yet ams three seems to be nobody able to tell me where my money has gone and I have said I will provide bank statement and done this yesterday. No communication from them unless I do it. I would like an answer please from ice casino.

Thank you for getting in touch.

Hello

Is there any update on my case please getting extremely frustrated now

No communication at all

Hello

Is anyone going to let me know when I will receive my money

This is scandalous no communication at all.

Hello

Is anyone going to give me an update as to when I will receive my money

Same on o line chat no one's seems to know what is going on

Hello everyone,

Thank you both for your replies.

modonovanmodonovan, the IceCasino representative mentioned that the investigation has commenced and unfortunately, it can take some time to find out what happened and locate the missing transaction. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention, and I kindly ask for your patience.

Dear IceCasino Team,

please let us know when you receive some news regarding this matter.

Hello

I am sorry for asking for you're intervention, but it is very frustrating as ice casino will not give me any answer as to what is being done or when I will receive my money, nor will they communicate with me, i feel like they dont care for there customers. I really do appreciate you're help.

Thank you so much

Dear modonovanmodonovan,

We do understand your frustration, we are contacting PSP every two days to resolve the matter. But unfortunately receive the same answer, that the investigation is still in progress.

Pardon for inconveniences, but we do guarantee that the claim will get its response.

Regards

Dear ice casino

Thank you for getting in touch.

I don't u derstand how it's taking 3 weeks to trace where the money has gone. Maybe you could explain to me how it takes so long as spaeking to an employee at my local bank they have said it should not take this long to trace where the money was sent to.

Thank you

Hello

I understand that you guru are acting on my behalf and I do appreciate all you're help. But I am wondering is there any where that I can make a formal complaint about ice casino as this matter has been going on with nearly a month and I have not received any answers as to where my money went or when I will receive my money. Once again I do appreciate all you're help. Thank you

Dear modonovanmodonovan,

Sorry for the delay in reply.

Unfortunately, the investigation is still ongoing. We will update you as soon as we get the answer from external payment provider.

Kind regards

Dear ice casino

I do understand that you have to investigate where the money went to but by speaking to an employee at my local bank this should not take this long. And I looking into find out who I can make a formal complaint to as this is ongoing with nearly a month and I feel I am being fobbed off and just being told to wait.

Hello modonovanmodonovan,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear casino guru

Thank you very much for keeping me updated.

Hello everyone,

Has there been any news?

Dear IceCasino Team,

Has the investigation been completed?

Hello kristina

There has been no updates still.

Hello kristina

I hope you had an enjoyable break. I do understand that you are acting as an mediator and I appreciate all you're help. I was wondering if you could help me further as to who regulates ice casino as I feel it's time to make a formal complaint this issue is ongoing with nearly 6 weeks and don't seem to be still able to return my money. I would appreciate any help or advice you could give me please.

Thank you.

Hello all,

Sorry, but we have not yet received the answer from the external provider.

But we give a word, we will get to the bottom of it!

Regards

Dear ice casino

Can you please give a time frame on when I will receive my money as this is going on now nearly 6 weeks, and from speaking to an employee at my local bank it should not take this long to see where the money went. Can you also please tell me what exactly the external provider is doing to see where my money has gone.

Thank you

Dear Monica

We've received the proof from the payment provider, that the transaction was successful, please kindly refer below:

You may refer with this proof to the bank.

Dear Kristina,

Kindly asking you to mark the attachment as "sensitive".

Thank you in advance!

Regards

Hello

That shows one withdrawal there was 2 withdrawals made for 500 euro each

I have stated this many times that I got one withdrawal for 500 euro but have never received the second withdrawal. I have given ice casino my bank statement which shows that only one 500 euro withdrawal was deposited into my bank account. This is why I have raised this issue, where is my second withdrawal of 500 euro please.

Hello,

Yes, correct, please kindly find the proof of payout for both transactions:

Kind regards

Hello

Yes that is an old bank account which has been closed since October 2023 and I know that I did not use that bank account to withdraw my 500 euro, as it is no longer in use. I know I did not use this account as I have to put in all details of my account information manually when withdrawing. I think someone on you're side has made a mistake and used the wrong bank details. But by talking to ailled irish bank customers service today they said the money would have been sent back to the sender as the account no longer exists.

Hello Monica

Thank you for clarifications.

From our side, it is impossible to input the bank details. Only the owner of the gaming account can do it.

We are speaking to the PSP and delivering the info you provided.

Your patience is appreciated.

Regards

Hello

I want to clarify that I did not put in those bank details I have not done so in months and I will not take the blame for putting in wrong bank details you can check from the time i first starting using the new bank details that I have not used the old bank details. And as I stated I spoke to ailled irish bank and they said that if the money was sent to an unused bank account the money would be returned to the sender.

modonovanmodonovan, could you please provide proof that this bank account has been closed? If there is any other relevant communication between you and the bank, please forward it as well. My email is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello kristina

I will.contact my bank today to see what information they will.give me to confirm that the bank account has been closed and I will be incontact with you straight away whe I get it.

Thank you

Hello

Sorry for the delay I have spoken to my bank and they are posting out a letter stating that the bank account ending in 1091 has been closed as soon as I receive the letter I will send an image of it to you

Thanks very much have a lovely day

Alright, thank you for the update. Please, get back to us as soon as possible.

Hello

I will send the letter as soon as I receive it thank you

Hello

I am still wating on the letter from the bank. Maybe in the mean time ice casino can be looking into the monet that would have been sent back to them from the bank please. I should have the letter by Wednesday, and if ice casino could be investigating this matter it would speed up the process of me actually receiving my winnings.

Thank you

I am sorry,  but we cannot proceed with this complaint without the necessary evidence from you.

Hello

I am still wating on the statement from my bank I should have it by Friday if not I will ring them again on Monday sorry for any delay I will update as soon as possible

Thank you

modonovanmodonovan has there been any news?

Hello

I am still wating on the bank to send out the statement I will go into the bank tomorrow to personally see what the hold up is.

I apologize, but we have been waiting for almost a month and the complaint itself has been active for over two months and it cannot remain open without any progress for longer. Therefore, I am forced to close it. When you receive the necessary evidence, you can reopen this complaint. Thank you for your understanding.