IceCasino - Pelaajalla on viivästyneitä maksuja ja tilin sulkemisongelmia.

I won €123,000. Whenever I tried to withdraw, for example, €20,000, the system split it into smaller amounts. Sometimes they paid out quickly, sometimes only after I requested it. This led to my bank closing my account after 30 years because they were suspicious of money laundering. I contacted their support countless times to find out why they couldn't pay out the remaining €75,000 in one or two installments. I never get a satisfactory answer. They suggested I could have it paid out in crypto, but I'm not familiar with that. My account with the bank only opens on December 22nd, and I would have liked to keep it open until then. I'm sure I'd have the same problem with a new account, which they would also have to accept.

Ich habe eine Summe von 123.000 Euro gewonnen. Immer wenn ich zb.20.000 auszahlen lassen wollte,hat das System es gestückelt, Ausbezahlt haben sie, mal schnell mal nach Aufforderung. Dies führte dazu das mir meine Bank nach 30 Jahren kündigte weil Ihnen das skeptisch vor kam bezüglich Geldwäsche. Ich habe mich zig mal mit dem Support auseinandergesetzt um zu erfahren warum man mir die restlichen 75.000 nicht in einmal oder 2mal auszahlen könnte.ich bekomme nie eine vernünftige Antwort darauf. Ich könne es ja in krypto auszahlen lassen wurde mir gesagt.damit kenne ich mich aber nicht aus.mein Konto besteht bei der Bank nur noch bis zum 22.12 und hätte es gerne bis dahin gehabt. Mit einem neuen Konto was die auch erstmal akzeptieren müssen hätte ich sicher das selbe Problem.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Josie,

Thank you for submitting your complaint. I’m truly sorry to hear that you’ve found yourself in such an unfortunate situation.

However, I am concerned that the casino may not be responsible for the closure of your bank account. Since you are still receiving your withdrawals, even if they are processed in smaller amounts, it may be difficult to present a strong argument against the casino in this case.

I completely understand your frustration, but given the circumstances, it might be worthwhile to reevaluate your stance on the alternative payment options available to you. These could help prevent similar issues in the future.

• Are there any other payment methods you can use? Like e-wallets for example?
• Could you open a bank account at a different bank, possibly even more bank accounts?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Josie

Thank you for your complaint.

We do not observe any violations by the casino, if you do - please specify which T&Cs were breached.

Also, you currently have active withdrawal requests, should we temporarily stop the payouts?

Kind regards

Good afternoon, thank you very much for your explanation. I will look into alternative payment options.

No, you don't need to stop it, thank you very much.

LG.

Guten Tag vielen Dank für Ihre Aufklärung. Ich werde mich um alternative Auszahlungsmöglichkeiten kümmern.

Nein sie brauchen es nicht stoppen vielen dank.

LG.

Dear Josie,

thank you for the reply.

Have you found yourself a new payment method?

Are your withdrawals coming as scheduled?

Looking forward to your reply,

Katarina

Hello. Unfortunately, the problem with the bank has not been resolved.

I tried to open an account online without success. The bank that closed my account refuses to provide me with written confirmation of the reasons. I will be handing the matter over to a lawyer.

When I inquire, I'm told the payout is going smoothly, but unfortunately it's only one per week.

Initially, there were three per week.

It's a shame that they couldn't agree to transfer the remaining sum in full to the account, which unfortunately only exists until December 22nd, and that the matter would have been settled.

However, I will try everything else and certainly will not forgo the winnings.

Regards.

Hallo.leider ist das Problem mit der Bank nicht behoben.

Ich habe versucht ein Konto online und beantragen ohne Erfolg. Die Bank die mir kündigte verweigert mir schriftlich zu bestätigen aus welchen Gründen. Ich werde die Dinge dem Anwalt übergeben.

Wenn ich mal nachfrage läuft es mit der Auszahlung, leider allerdings immer nur eine pro Woche.

Anfangs waren es drei pro Woche.

Schade das man sich nicht einigen konnte die restliche Summe komplett jetzt noch auf das Konto was nun leider nur noch bis zum 22.12 besteht zu überweisen und das Thema wäre erledigt.

Ich werde allerdings alles weitere versuchen und mit Sicherheit nicht auf den Gewinn verzichten.

Lg.

Dear Josie

We do not quite understand if we should proceed with payouts as per T&Cs of the casino if your bank account is blocked.

Please kindly clarify.

Regards

My account is active until December 22nd, i.e., including Monday.

Perhaps you could at least make one more withdrawal. I will continue to look into opening a new account.

Thank you for your help

Mein Konto ist noch bis 22.12 ergo einschließlich Montag aktiv.

Vll tätigen Sie noch wenigstens eine Auszahlung. Ich werde mich weiter um ein neues Konto kümmern.

Danke für Ihre Mithilfe

Dear Josie,

thank you for the update and for the patience during this busy holiday season.

Have you tried to open a crypto account?

Have you considered exploring account options with other banks in your locality?

Dear IceCasino,

Could you provide documentation verifying that the source of these funds is casino winnings?

Looking forward to your reply,

Katarina

Hello. I'm completely desperate. First, they act like Ice Casino wants to help, and then it just causes problems. Thankfully, I found a new bank. I also uploaded the bank statement as requested. No, that's not enough. My account is blocked for withdrawals. Here's the thing: They want a selfie from me in front of my open Ice Casino account. I've tried countless times, but the background image of the account always blurs. Only I'm in focus. I've tried turning off blur, portrait mode, and selecting "photo only." I've tried everything. Then, a few days ago, I uploaded a picture of my account and a separate selfie with my ID in hand. No response. When I inquired today, they said I have to do it exactly as requested, otherwise there will be no payments. After all, others have managed it, and I'll find a way. So much for being helpful.

Such answers are outrageous. There are also people who only have a mobile phone, not a laptop, so what then...borrow one...I'm not good with technology, I even asked about chat and GPT...I followed all the instructions, but it doesn't work. What happens to my selfie?

I mean, these are bionomic things.

Who guarantees that it will not be further processed?

I'm at a loss.

I'll probably have to go to my lawyer again. Seriously. This is harassment. I've had my account with Ice Casino for years. What's the point of all this?

And once again, they're splitting the payouts into 2500 increments. Other casinos pay out larger sums all at once. I'm extremely disappointed with this site and, once I have my money, I won't invest any more there and can't recommend it.

Hallo. Ich bin total verzweifelt.Erst wird so getan als ob ice casino helfen möchte und dann nur Probleme. Ich habe Gott sei dank eine neue Bank gefunden.Auch wie angefordert den Kontoauszug hochgeladen.Nein ,das reicht so nicht. Mein Konto ist zur Auszahlung gesperrt. Folgendes. Sie möchten von mir ein Selfie vor meinem geöffneten Ice Casino Konto. Ich habe das zig mal versucht, das Bild im Hintergrund vom Konto verschwimmt immer.nur ich bin scharf zu sehen.weichzeichen aus porträt aus nur foto.front,back alles versucht. Dann hatte ich es vor tagen do hochgeladen, bild von meinem acc und ein selfi mit perso in der hand seperat. Keine Reaktion. Als ich heute Nachfragte, wurde gesagt müssen sie so machen wie angefordert sonst gibt es keine Zahlungen, haben andere schließlich auch geschafft ich werde schon einen Weg finden. Soviel zum Thema hilfsbereit.

Eine Frechheit solche Antworten. Gibt auch Leute die haben nur ein Handy keinen Laptop was dann...leihen sie sich einen...ich bin nicht gut in Technik, sogar Chat gpt gefragt...Alle Anweisungen gemacht geht nicht.was passiert mit meinem selfie?

Ich meine das sind bionomische dinge.

Wer garantiert das es nicht weiterverarbeitet wird.

Ich bin ratlos.

Werde wohl wieder mal zu meinem Anwalt müssen. Ernsthaft. Schikane sowas. Ich habe seid Jahren das Konto bei Ice casino.wozu das ganze.

Und wieder stückeln sie die Auszahlungen auf 2500 schritten. Andere casinos zahlen auch größere Summen aufeinmal.Von der Seite bin ich mega enttäuscht und werde wenn ich mein Geld habe dort kein Geld mehr investieren und kann es auch nicht empfehlen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Josie,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina