IceBet Casino - Player has delayed withdrawal.

Withdrawals stuck for over a month

Dear tpylkkanen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Was your account successfully verified?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, 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

The withdrawal is still pending, They announced that there is a surplus, The account has been confirmed, with the Bonus

Correction, as well as this win without a bonus

Hi tpylkkanen,

• Please send confirmation of the successful verification of your account to petronela.k@casino.guru.

Thank you.

Screenshot sent by e-mail

Thank you very much, tpylkkanen, for providing all the necessary information. I will now transfer your complaint to my colleague Katarína (katarina.d@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.  

Dear tpylkkanen, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite IceBet Casino representative to join this conversation. 

Dear IceBet Casino, could you please provide more information about this case? 

Looking forward to your reply, 

Katarina

Dear tpylkkanen,

We inform you that your account is under review by our casino's risk department.

You will receive a notification via email linked to your casino account as soon as your account is checked by the Risk Department.

We inform you that all actions in relation to your account have been and will be carried out strictly in accordance with the current rules of our casino, which you agreed to when registering your account.

Thank you for your understanding.

Sincerely,

Icebet Casino Risk Department.

Thats total bullshit. It has taken almost TWO MONTHS NOW!!!

Dear IceBet Casino , 

Would you please share with us on how long is this player going to be reviewed by your casino’s risk department? 

Dear tpylkkanen,

We inform you that the additional check of your account by the risk department was completed and your withdrawal was paid to you on March 8th.

2024-03-08 08:55:10 UTC +0 you received a notification via email linked to your casino account that your payment in the amount of 228 EUR has been successfully completed.

We ask you to confirm that you have received your payment.

We also inform you that your account was closed by decision of the administration without the right to reopen, of which you were notified by email 03/2024/08 09:24:58 UTC+0, in accordance with casino rules clause 14.5:

- IceBet.casino, in its turn, reserves the right to close your account at any time and terminate the Terms of Use and send you a written notice about it by using contact details in your account.

The Casino is not responsible for opening a new account or for any losses you may incur after opening a new account. We reserve the right to terminate an account created in violation of these rules at any time.

This decision is final and cannot be changed.

All actions regarding your account are carried out strictly within the framework of the rules of our project.

Sincerely,

IceBet Casino Risk Department.

Thank you for the response, IceBet Casino. 

tpylkkanen, could you please advise if you have received the payment?

The money arrived. But I wanted to know why the account was closed?

Thank you, tpylkkanen, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As per casino decision to close your account, there is not much to be done. It is casino's right to decide who may and who may not participate in casino games. If their decision is to exclude any player, there is really nothing that can be done. You are more than welcome to ask the casino yourself.