The player from Germany had their payments stopped for an unknown reason. The casino required the player to divide withdrawals according to the adjusted limits per transaction, based on its terms and conditions. The complaint was rejected because the player lost disputed funds by playing at the casino and asked to close the complaint.
IceBet Casino - Player’s withdrawals have been discontinued.
Amount: €6,200
IceBet Casino
Safety Index:Very highSafety Index
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9.0
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
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I played there and won 7k. Wanted to pay this off, but didn't. Had to verify myself. If I did everything was confirmed and I paid out money there. You can pay out 20 to 400 euros and the 3 times afterwards is not possible. I paid 3x 400 euros. After that I had to do another verification. I also did it, it was verified and the first 400 was transferred. After that 2x 400 stayed and paid next 400. After a week with several emails and support requests where the money stays, I didn't get a clever answer (live chat says I should report to you by email at the finance department) Emails written to them, no answers either. After a week I got an answer 1200 have been canceled please pay 200 euros. And now I'm still waiting. Any idea?
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2 years ago
Dear KIILLER31,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the entire amount of €7,000 has been approved by the casino and subsequently split into several installments? Do I understand correctly that 2x €400 has been received already and the rest is the remaining disputed amount of €6,200?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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2 years ago
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I have 5600 on my account, 1x200 euros waiting, 2x400 waiting. 1x 400 was paid out and today 1x 200. The live chat always sends me to the finance department. But they don't answer the questions asked at all. It's been 8 days now and I've only received 600 euros. The casino expects players to gamble away their money.
I'm still scared when they say we won't pay you anymore. Because why shouldn't the 400 be able to pay out? Cancel after 1 week. And email me to only pay out 200. But I don't get any email to my replies at all. All emails were ignored.
I find it complete fraud
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2 years ago
Thank you very much, KIILLER31, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
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As of 03/09/2022 4 p.m. Still no reply to email and no money either
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2 years ago
Hello, KIILLER31,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite IceBet Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear IceBet Casino, could you please state why the player's withdrawals have not been fully processed and when he can expect payments? Can you please clarify the situation from your point of view? Is there any way to speed up the process?
Thank you in advance for providing the information.
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2 years ago
Dear KIILLER31,
We have reviewed your complaint in detail.
We notify you that the financial department is trying as quickly as possible to process all requests for withdrawal of players and strictly follows the established rules. Since we value our players, as well as strive to spend time in our casino was just fun.
Each player can request up to 3 active withdrawal requests at one time. Withdrawals are processed by the financial department within 24 hours, but the withdrawal limits and the period required for this procedure may vary, depending on the method of withdrawal, the status of the player's account, and other possible factors affecting the process of withdrawal.
On the 7th of March, your account status was reviewed by the financial department. You were also notified on the 7th of March that you will be able to withdraw 400EUR for each withdrawal request. All your withdrawal requests will be processed strictly according to our project rules.
Three of your requests for withdrawal have already been successfully processed.
Please, if you have any questions or difficulties, please contact by e-mail support@icebet.casino
We are always happy to help you.
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2 years ago
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Hello, you have not replied to the email I sent you. Here you write I have to contact you by email. By email? today is the 13th. and I still have no answer from you via email. I only got 800 from 1.03 to now 13.03. Why don't they process all 3 withdrawals at once? You need 13 days for 4 payouts. I have to verify myself again next week to get my money ?
The question was why did you cancel the 3x400 euro payout last Monday? And why should I only cash out 200?
Please pay out the money faster.
Kind regards
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2 years ago
Dear KIILLER31,
We want to provide details about your complaint:
ON March 1, you made a request for withdrawal.
On March 2, your account verification was completed and you were notified about it by your e-mail.
On the 3rd of March, your request was processed by the financial department (you were informed about it by your e-mail).
According to the rules of the casino, clause: 9.2. Finance Department has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.
On the basis of this rule, the financial department has asked you to re-process your withdrawal applications for 200EUR. Your withdrawal requests for 200EUR were successfully processed by the Casino Finance department.
Then, on the 7th of March, Finance Department notified you that the status of your account has been reviewed and you can apply for withdrawal of 400EUR and all applications will be processed.
According to rule 9.2 all payments for your account will be made in accordance with your account status and payment schedule set for your account. You can clarify the schedule of payments for each of your withdrawal requests by contacting the Finance Department e-mail kyc@icebet.casino.
In summary:
1) You were informed about every action in your account.
2) You will not be refused a withdrawal.
3) Withdrawal of funds for your account is made strictly within the established rules of our casino with which you have agreed and pledged to comply.
If you have any additional questions, we will be glad to help you.
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2 years ago
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I have requested the payout schedule via email. So I didn't get any email. I asked her why there was only a payout of 200 euros and she didn't get any answers either. I asked them if they got my email. I didn't get an answer to that either.
I am pleased that you are paying out at all and I thank you for that.
Would it be possible if they pay out the whole amount at once? Or at least that they carry out 3 direct debits at the same time?
If it were possible I would change my mind about your casino.
I didn't get any answers to the questions I asked you on the email. That's why I came to gurucasino.
Kind regards
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2 years ago
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people money is gone.
Still no answer.
Conclusion: very bad casino
Just keep your hands off this casino.
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2 years ago
Greetings all,
Thank you, IceBet Casino Team, for providing the information and explanation.
Dear KIILLER31,
Can you please clarify your last post, especially the part "money is gone"?
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2 years ago
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Should keep playing to be able to withdraw more money. So everything is playful. Vip level higher did not get a bonus for it even though it says inside. Putting the money into this casino is like lighting the money. Thanks Casino Guru for trying.
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2 years ago
Is there any progress with your issue? Have you already received your last withdrawals (within the casino's terms and conditions)? Have you made another withdrawal request?
Currently, there is really no relevant result or status of your issue. The complaint regards withdrawals and disputed funds.
I would like to know, what else I could do in this matter to help you. Otherwise, there is nothing more I can do to speed up the process. As the casino stated above, your withdrawal requests will not be refused.
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2 years ago
Dear KIILLER31,
Can you please answer the questions from my previous post? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.
We are looking forward to hearing from you.
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2 years ago
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Hay, 400 euros were paid out 3 times, the rest was gambled away by me so that I can pay out more (I was told in the chat) today I paid out 330 euros, it was canceled and I should pay out 150 and 180 euros.
This casino does everything to make people gamble away their money.
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2 years ago
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Above they said I can pay out 400 and now only 150 again. Although I went up the vip level. I was not able to pay out more than 400 euros as a result. And now only 150 euros. What's that supposed to mean?
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2 years ago
Dear KIILLER31,
Notify you that all your requests for withdrawal are processed in accordance with the rules of the casino with which you have agreed and pledged to comply.
According to rule 9.2, the financial department has asked you to split the withdrawal amount into two requests. Both of your requests will be processed according to the rules of the casino. Financial Department processes withdrawal requests from 9.00 to 18.00 (GMT +3).
VIP level does not increase withdrawal limits. Absolutely each of your requests for withdrawal in our casino was reviewed in accordance with the rules.
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2 years ago
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Now it means my money was canceled by me and gambled away. So people stay away from this casino.
I don't write here anymore.
Casino Guru You can close this. It makes no sense to attribute with rip-offs.
AND PEOPLE HANDS OFF PLEASE
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2 years ago
Thank you very much, KIILLER31, for your reply and confirmation. I understand your frustration and I am truly sorry about your situation.
Since you have played your balance down, I am afraid there is nothing more we can do. Unfortunately, in this case, we are forced to reject this complaint due to the loss of the disputed funds.
Although I hope you will not come across a problem like this again, 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.
Thank you, IceBet Casino Team, for your replies and information.
Best regards,
Branislav, Casino.Guru
