ICE36 Casino - Player’s withdrawal has been delayed.

I'm 10 calendar days with a payment stuck on ice 36 they don't respond

And every day they say they will deposit

Finally, I feel like going to the Internet Crimes Precinct to complain and sue Los

Dear carlavalgovea,

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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

You start with 48 hours, then 7 working days, now it's already at 14, Brazilians are silly, right, I have all the prints of the answers

Worst online gaming platform

Never

Hi Carla,

I have checked this and see your withdrawal was processed on 28th May. The funds should have reached you in 2-7 business days.

I see our support team passed this over to our payments team 2 days ago and they have reached out to you today as they would like to investigate this further. If you have still not received these funds, please provide a bank statement showing all transactions from 28th May until today so we are able to look into this further for you.

Thanks for understanding.

I already sent the extract, I have all the prints and all the conversations From the print that say in 48 hours until the conversation that said that it would be on the 6th in my account, I don't know what investigation this is, you ask for everything so that we can request the deposit , bank account, card, proof of housing, documents and they stay in this joke, the worst gaming platform!

I'll wait until tomorrow if it doesn't resolve I'll go through the legal side

The chat is horrible, it took almost 1 day to respond, we get lost

How does a platform that accepts pix take so many days to return the winnings?

No accessory for the customer!

I saw several unanswered complaints here , only here I got something !

I fully understand your frustration, carlavalgovea. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear carlavalgovea,

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.

Good afternoon, they answered me today that they don't have an answer about my value, it's a lot of bullshit with consumers that in this case will still not be resolved. They take 48 hours to respond and there goes more than 14 days, I think these apps should be punished in some way, now I ask them what should I do?

I'm sad because our pix goes instantly and look at the embarrassment!

Hi there,

I have checked this for you and see that the withdrawal in question failed and funds were returned back to us with the reason given "Invalid bank account ". 

We have credited the money back to your real money balance so you can place a new withdrawal request, please make sure to enter the correct bank account details when requesting the new withdrawal.

Thanks for understanding.

Good morning, so it's simple, the account is correct the problem is that there is no place to insert the digit which happens to be number 4

What do you think? Will it always come back, will it always give an error, why do they ask for an extract, a photo of a card if they stay that way?

Will it take another 14 days?

And then say that it canceled again because it became a soap opera ...

What a shame , meeting you is literally no luck !

Worst game app I've ever seen

What a headache!

Do I understand correctly that there is a problem when completing a form for a bank transfer? Could you please request a manual transfer of your funds? The casino should be able to complete the transaction manually if there's an issue with their form.

I will wait, I believe, another 14 days until I get a new answer, how sad that is

Only here at the guru who can get me to respond, I believe I'll stay in this situation until I file a lawsuit. I'm waiting for it to go bad this time.

I haven't entered yet, I'm ashamed of the little value, you deserve an action

Embarrassment, is the biggest cause of them outside the other issues

Another thing why don't they pix if they accept it?

Hi There,

I see the withdrawal has failed again.

If you cannot enter your full bank details when requesting the withdrawal as it will not accept the full number, you will need to send an email to support@ice36.com with a screenshot showing the information page and the error you are getting or that it will not accept any further digits, along with confirmation of the number you are trying to enter so we can investigate this further.

Thanks for understanding.

Thank you very much, Ice36 Casino, for your assistance.

Dear carlavalgovea,

Please contact the email address mentioned by the casino in the previous reply and follow their instructions. Meanwhile, please keep me updated about any further developments.

Dear carlavalgovea,

Thank you very much for your reply. Could you please advise if the casino replied to your email? Was the issue fixed already?

Good morning, it wasn't already back again I think they don't pay anyone, that's not possible. I already sent it again to a third bank, can anyone help me?

Hi There,

I see you requested another withdrawal and this was processed today. Did you manage to enter the correct bank details this time?

Thanks in advance.

No type of any bank enters and this makes all payments return what you understand, this is not possible. Mocking the consumer in the hard face!

Thank you very much, carlavalgovea, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you carlavalgovea for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ice36 Casino for their help in resolving this complaint. We would like to know if there is a way for the player to use their bank account number to request and receive the withdrawal.

Thank you!

Hi There,

On the screenshots that have been sent over, it is not clear there is any error happening when entering the account information and this will need to be investigated further. As this is sensitive information, I would suggest that we are contacted directly by email at support@ice36.com with an explanation of the issue, the screenshots above and also the full account information he is trying to enter, we can then pass the account information to the payments team to process with the withdrawal and investigate why they are not able to enter the full details directly to the account.

Thanks for understanding.

My God ....

Do you do this with everyone?

It's not possible?.

But explained what is it?

Can someone help me please ?

Is that not possible?

You ice36 are unable to answer any emails. They only send p in requests for more bets and false bonuses

I only got this contact because of this Guru platform,

Please help me to solve this?

I do not know what else to do !

Ice36 I feel aggrieved

I feel humiliated by you and embarrassed very embarrassed!

Hi Again,

I checked and see you have not contacted our support team for 5 days and as this is all sensitive information, the following will need to be sent directly to support@ice36.com

I contacted our payments team and they have asked that you provide the exact following information in order to look into this further:

Confirm the document number (i.e. CPF, CNPJ)

Bank name

Bank Branch/Agency

Bank account number

Account type (if checkings account, savings, Poupanca or conjunta corriente)

Also, it will be very helpful to provide a short video of what happens when you try and enter the last number of your account details as the screenshots you provided do not show any error - this will enable us to check and advise if you may be doing something wrong or maybe the issue is on our end.

Thanks

Hello Casino Guru, I want to thank all the support for this application because I really don't think I could have done it if it weren't for you.

Thank you so much for helping me and for your support!

Dear carlavalgovea,

I'm glad to hear that your issue has been resolved successfully. Let us know if you need any further assistance or if we can close this complaint. We are here to help.

We can close thank you very much!

Dear carlavalgovea,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter