The player from Finland had had a withdrawal issue with IceBet Casino, which had taken over a month to resolve, despite the usual 1-3 business days timeframe. His account had also been disabled with a notice of 'gambling addiction'. The player's winnings of 36€, earned with his own money, had been stuck in 'pending' status. We had invited IceBet Casino's representatives to join the discussion. The casino had informed the player that his account was under review by their risk department. After some time, the player confirmed that the casino had paid him the 36€. We had marked the complaint as 'resolved'.
IceBet Casino - Player is unable to access his account due to 'gambling addiction' status.
Amount: €36
IceBet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
I deposited 20€ of my own money without a bonus on the site. I wagered my own money three times, in accordance with the casino's rules, after which I initiated a withdrawal. The withdrawal has taken over a month while usually, the casino pays the money into an account within about 1-3 business days. Now when I asked about what was taking so long with the cash-out, I'm no longer able to log into my account and the text "User is disabled because of gambling addiction" appears on the screen. I don't want anything else other than that 36€ back from the casino, which is owed to me. The casino already has all possible authentication from me as I have played there before.
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9 months ago
Hello Eetusss,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceBet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
i don't remember exactly when my account was verified but it has been verified anyway. This casino requires verification before you can make withdrawals, which I have done numerous times before. I collected my winnings with my own money. I didn't play or deposit the bonus, it was purely my own money. I last spoke to the casino a few weeks ago when I asked about my withdrawal, but the only answer I get is the casino's urgency
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8 months ago
Thank you Eetusss for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hello Eetusss,
This is Dominika and from now on, I will be taking care of your complaint. I would like to invite IceBet Casino's representatives to join this discussion in order to resolve the issue. Meanwhile, if you have any updates regarding your withdrawal, please let us know.
Kind regards,
Dominika
Casino.Guru
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8 months ago
Translation
I just tried to log in to my account and I was able to log in normally, so my bands have been removed at least for now. Otherwise, there are no new updates, the €36 is still in "pending" status and the situation is otherwise completely the same.
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8 months ago
Dear Eetusss,
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.
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8 months ago
Translation
How long does this check take? because I've been waiting for another month for you to check my account and for me to receive the withdrawal that belongs to me.
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8 months ago
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The casino now paid me that 36€. Thanks Dominika and the people at casingur for your help!
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8 months ago
Dear Eetusss,
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,
Dominika
Casino.Guru
