The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The casino provided us with the evidence that the player had no balance on her account and she was self-excluded, so we rejected the complaint.
IceCasino - Player claims that payment has been delayed.
Amount: €300
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
All my money was taken away from me, and then my account was temporarily suspended. Now my account has been reinstated, but all my balance is gone.
Automatic translation:
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8 months ago
Dear Steff1,
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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8 months ago
Dear Steff1
According to our records, you have zero on your balance and the account is blocked due to gambling addiction.
Kind regards
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8 months ago
Dear Steff1,
can you please confirm that you are self-excluded due to gambling addiction and that you have no balance in the casino?
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8 months ago
Dear Steff1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
Translation
The ICE casino can certainly prove that I don't have a gambling addiction based on my activities and deposits, which is absolutely ridiculous what is being assumed here😂
Automatic translation:
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7 months ago
Dear IceCasino representative, could you please send me the data from the player's account showing that she has no playable balance and is self-excluded? My email is veronika.l@casino.guru. Alternatively, you may post the screenshots here. Thank you.
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7 months ago
Dear IceCasino representative,
Thank you very much for providing us with the requested documents.
Dear Steff1,
since your account is blocked and there is no balance left, this complaint will now be closed as rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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