The player from Brazil had deposited R$ 30.00 at the IC36 casino and had won R$ 150.00. However, using the instantaneous Pix payment method, the withdrawal of the winnings was delayed. After the player had raised the complaint, the casino approved the withdrawal and the winnings were credited to her account. The issue had been resolved successfully and the complaint was marked as 'resolved' by our team.
ICE36 Casino - Player's withdrawal of winnings through Pix is delayed.
Amount: 150 R$
ICE36 Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Dear Casino Guro,
On May 5, 2024, I deposited R$ 30.00 into the IC36 casino. After placing several bets, I won R$ 150.00. According to the website's policies, I requested an immediate withdrawal of my winnings using the Pix payment method, which is instantaneous. This was not from a bonus; it involves real money, and I have account verification.
However, up to now, the withdrawal has not been facilitated. On contacting the support via chat, I received an automated response indicating that the payment processing might take a few hours, which is understandable. But several days have elapsed since the request, and the payment hasn't been finalized yet.
I would like to emphasize that Pix is an immediate payment method, hence the delay in the withdrawal conclusion is unjustifiable.
Please find attached proof of the deposit and screenshots of the discussion threads with the support via email.
I appreciate your prompt attention and look forward to a quick resolution of this issue. Failing to solve this matter will result in legal action via the Federal Public Ministry. Rest assured ICE36, I will not lose a single centavo. You picked the wrong person to mess with.
Yours sincerely,
Ariane.
Automatic translation:
Public
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6 months ago
Dear Aneoiteiro,
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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6 months ago
Translation
Hello Veronika, good morning, thank you my dear for your attention, I would like to inform you that as soon as I opened the complaint here, I received a message in my email that the withdrawal had been approved and the money had just entered my account. I have nothing else to complain about, just thank you.
Kind regards Ariane.
Automatic translation:
Public
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6 months ago
Dear Aneoiteiro,
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,
Veronika
Casino.Guru
