IceBet Casino - Player's withdrawal is delayed.

I made a withdrawal request on January 13, 2024, but the funds have not yet arrived.

Dear torikkajukka99,

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

39 days have already passed since the repatriation request and the KYC confirmation was already done months ago.

My account is KYC confirmed earlier because the first withdrawal already requires it. previous wins have come in a couple of days. now they have also frozen my account.

Thank you for your reply. Could you please advise if you accumulated your winnings with or without an active bonus?

Has the casino sent you any email explaining why your account was frozen? If so, kindly forward it to veronika.l@casino.guru. Thank you.

without the bonus I played and no reason has been given why it has been frozen

Thank you very much, torikkajukka99, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 torikkajukka99,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an IceBet Casino representative to join this conversation and participate in resolving this complaint.

Dear IceBet Casino,

Could you state why the player's withdrawal has not yet been paid and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear torikkajukka99,

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.

Dear IceBet Casino,

Please, keep us updated regarding the matter.

I'll be awaiting your reply.

Dear torikkajukka99,

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 09:00:10 UTC +0 you received a notification via email linked to your casino account that your payment in the amount of 30 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 2024-03-08 09:20:05 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.

yes i got paid.

Dear torikkajukka99,

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,

Stefan

Casino.Guru