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Dear Dream789,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawal.

To better understand your situation, could you please clarify the following details:

• Which payment method did you use for your withdrawal of ₹80,000?
• Do you have any confirmation from the casino (such as a payment reference number or transaction ID) that shows the withdrawal was processed on 03-09-2025?
• Could you please provide supporting evidence, for example a screenshot of your complete bank statement around those dates clearly showing that the funds have not been credited, as well as screenshots from your casino account (e.g., withdrawal history or account balance)?

If you prefer, you can forward any relevant communication or documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Payment method used was IMPS

Withdrawal order id : 1e81e729-c9d9-4acd-97a3-00d55ec9408e

I received an email confirming my withdrawal as successful on 3-09-2025

but my bank account wasnt credited

I have already sent the bank statement which was requested by the casino to the casino team as well. ( statement from 01-09-2025)

I have forwarded all these documents along with the bank statement to petronela.k@casino.guru for your reference .

Dear Dream789

Is this the same complaint as at Askgamblers?

Thank you!

Hi Dream789,

Thank you for sharing all the details. We just wanted to clarify — is the complaint listed on AskGamblers the same issue as the one you submitted here to Casino.Guru?

Your confirmation will help us understand if both complaints are from you.

Greetings all,

Yes its the same.

Since Ice Casino has failed to resolve my issue to date, and as both CasinoGuru and AskGamblers are reputed platforms for such matters, I decided to make use of them.

Does this have anything to do with Ice Casino delaying my payments for almost a month? I hope not.

In four days, it will be a month since my withdrawal request, yet Ice Casino has still failed to provide my rightful winnings.

How much more do I have to wait??

Hi Dream789,

No, it’s not an issue — we only wanted to confirm whether both complaints were about the same case. Thank you for clarifying this for us.

@IceCasino – could you please provide an update on the player’s withdrawal? It has been almost a month since the request, and we kindly ask you to share the current status.

Thank you in advance.

Hello Petronela

Now we are responding at both resources simultaneously.

We are also pushing the PSP and waiting for their investigation patiently.

Regards

Dear IceCasino,

Thank you for your response. We kindly ask you to keep us regularly informed about the progress of the payment and any updates you receive from the PSP regarding this case. This will help us ensure that the player is kept updated and the situation is monitored properly.

Dear Petronela,

Just a quick update.

The player provided the requested document, it was forwarded to the PSP for investigation.

We hope to get the resolution soon.

Regards

Dear IceCasino,

Thank you for the update. We appreciate you keeping us informed. Please continue to share any news you receive from the PSP so that we can keep the player updated as well.

Hopefully, the investigation will be concluded soon and the withdrawal finalized without further delay.

Hello all,

We receive the response from the PSP:

"Below, please find the proof of a successful transaction. The user should turn to their bank and present the information below for further bank investigation."

We are afraid, we cannot be of any other assistance.

Regards

Dear Petronela

We are afraid that is the maximum we can do. The player should turn to their bank for clarifications.

Warm regards

Dear Dream789

We've been able to find your money. It was returned onto your balance.

We highly recommend using an alternative payout method!

Kind regards

Greetings all,

I have remained extremely patient throughout this process and have provided every detail and document requested by Ice Casino.

Despite my repeated explanations that the screenshot provided by the PSP looked suspicious, I still went out of my way — even travelling over 80 miles — to get it verified directly from my bank.

After thorough checking in the presence of the bank head, it was confirmed that no such transaction ever took place. The bank has issued a written declaration, which I have attached.

It is now evident that the PSP has provided fake or forged transaction proof, as the screenshot lacks standard details like beneficiary information and simply says "Transfer to internal account." The PSP has also been completely non-transparent, refusing to share a proper transaction statement or PDF confirmation.

I have shown full cooperation and patience at every stage, while the PSP has clearly acted dishonestly. It is now high time my rightful winnings are credited, as I have fulfilled every requirement and the facts clearly show that no payment was ever made.

I request Casino Guru and Ice Casino to ensure my rightful winnings are credited immediately, as all verification from my end is complete and the PSP’s claim is clearly invalid.

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

Dear Dream789,

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,

Petronela