IceCasino - Player can’t withdraw his winnings.

Carry out the withdrawal.

I request the withdrawal of the amount won in the bets and the withdrawal is always rejected.

I've already done everything they asked me, sending documents and everything.

And so far I can't get the value.

Grateful... I'm waiting.

Dear jeovasilvab,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise if the casino approved all the documents you submitted? Have you received the confirmation from the casino your account is verified? Could you advise if you currently have any outstanding withdrawal request that is pending?

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,

Tomas

Thomas, good morning!

I had rejected the proof of payment, I sent the debit card and it was accepted, now what's happening is that I can't make the withdrawal request... It won't allow me!

Could you advise when exactly was your debit card document accepted? What is the status of the other documents that you sent for verification?

Could you show us an error message from your account when you attempt to request the withdrawal?

If there is any communication between you and the casino that is relevant to this case please forward it to tomas@casino.guru

Alternatively, you can post it here.

Attached print as requested

Hello jeovasilvab,

from the screenshots, it appears that your withdrawal request was accepted. Please let me know if I misunderstand the situation and if you require any further help. I'll look forward to your reply.

I requested the withdrawal again, the status is incomplete, the same way it was before... Then it will be rejected as before... I will wait for two days to see if the request was accepted.

Thank you for now.

Return as soon as I have a new status approved or not.

Dear jeovasilvab,

do you have any news regarding your withdrawal request? Was the withdrawal processed this time? Please let me know. I'll look forward to your reply.

Good Morning!

Nothing yet!

The status remains as incomplete.

Follow today's print

The last amount requested that I am waiting for is R$1,605 reais.

Dear jeovasilvab

Please kindly create a withdrawal request.

Kind regards

I am not able to create the order.

Here's a print of the message.

Thank you very much, jeovasilvab, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, jeovasilvab,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear IceCasino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his winnings/balance? What is the estimated time frame for reviewing the current withdrawal request?

You advised him to request a new withdrawal request. Should the current pending withdrawal be canceled if he is not able to request a new one? Or - should he just give the casino some time to assess the pending withdrawal? I see there is still a status "incomplete" (screenshot above). So if I understand the situation correctly, it is not clear whether this withdrawal will be processed or rejected, as the previous ones.

Thank you in advance for providing the information.

Friends... I am impressed with the efficiency of everyone here... I highly recommend you for the service you are doing!!

Unfortunately, I still can't request the withdrawal, the same message from the previous print continues.

Dear jeovasilvab

Your account balance is too low to make a withdrawal request. (BRL0.05)

Kind regards

Dear jeovasilvab,

Do you still have a pending/incomplete withdrawal in your account? Is there any update? What is the status of this withdrawal?

Based on the information provided by the casino, it is understandable you cannot make a new withdrawal request. Especially if all your balance is in the pending withdrawal.

Please, stay patient and provide the casino with a few more business days to review your pending withdrawal, and let us know once its status is updated.

Dear jeovasilvab,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, IceCasino Team, for your replies.

Best regards,

Branislav, Casino.Guru