The player from Brazil had requested a withdrawal less than two weeks prior to submitting the complaint. The payment hadn't been processed yet. The Complaints Team had advised the player that withdrawal delays could have been due to unfinished KYC verification or a high volume of withdrawal requests, and recommended waiting at least 14 days before submitting a complaint. The casino had confirmed that all withdrawals were processed according to their terms and conditions. After some time, the player confirmed that he had received his earnings. Consequently, the complaint was marked as 'resolved' by the Complaints Team.
IceCasino - Player claims that payment has been delayed.
Amount: 1,571 R$
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
4 months ago
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4 months ago
Dear lesilvaferreira,
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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4 months ago
Dear lesilvaferreira
All withdrawals are confirmed according to T&Cs of the casino.
Can you please confirm you've received the money?
Kind regards
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4 months ago
Translation
Yes, my earnings dropped after complaining and resending the same documents several times.
Intriguing, it takes 14 days for a deposit to be withdrawn...lol...Thanks to me, 3 was a lot...
Automatic translation:
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4 months ago
Dear lesilvaferreira,
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,
Kristina
Casino.Guru
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