ICE36 Casino - Player claims that payment has been delayed.

There's no support, they don't pay on time, I already made the withdrawal 48 hours ago and nothing drops

Dear Debora76,

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 the 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,

Kristina

Hi There,

I checked and see that when you requested your withdrawal, you then canceled and requested it again and when you do this, it resets the withdrawal timeframe from the beginning.

We aim to process all withdrawals as soon as possible, but it can sometimes take a little longer as this still depends on the checks and verification done by our payments team. 

The last time you requested it, the withdrawal was processed in just over 24 hours on the 26th May and you should have already received these funds.

Thanks for your patience and understanding

Dear Debora76,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.