The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Player believes that their withdrawal has been delayed.
Amount: €280
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
They claim to have paid out the money, I never received anything
Automatic translation:
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1 year ago
Dear Playthis500,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear Playthis500
Would you please specify the disputed transaction ID?
Thank you in advance!
Kind regards
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1 year ago
Dear Playthis500
According to our logs, the transaction was successful and completed at 13.08.2022 08:57:30 (UTC)
If the money did not reach your bank account, please kindly turn to our live support, they will request the necessary info and contact the Payment Service Provider.
Thank you for cooperation!
Kind regards
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1 year ago
Translation
I already have, I've been waiting for a week for the payment confirmation that should have been sent to me by email...
Automatic translation:
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1 year ago
Awesome news, Playthis500. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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