The player from Rhineland-Palatinate has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Player claims that payment has been delayed.
Amount: €4,200
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
Good day,
First of all I am fully verified at this casino.
On September 20th I applied for a payout of 4200 euros. This has not been processed for 5 days. On the last possible processing day, I am asked to verify myself with my salary statement - for whatever reason. My withdrawal was canceled accordingly. I then scanned two payslips and re-applied for my payment of 4200 euros. Nothing happened until September 29th and I contacted the chat. There I was assured that I am fully verified and my payout will be processed by October 6th at the latest. On October 5th I get another email asking me to submit a payslip - there is no plausible reason for this - and my requested payment of 4200 euros was canceled again. All attempts to get an explanation have not been answered to this day. Nevertheless, I submitted another pay slip as verification and requested a payment of 2000 and 2200 euros.
In total, 4200 euros have been available for payment since September 20th - i.e. 15 days - I am fully verified and have complied with all requests for additional verification, but the payment will not be processed further, although I have received confirmation of the payment request from the casino three times and there is also not a single piece of information from the casino in 4 emails with inquiries about the situation. I think this is more than dubious and ask for your support!
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1 year ago
Dear Tamino1,
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
Translation
Hello Kristina,
Thanks for taking care.
Unfortunately, no payment has been received yet, the amount is still open in my account
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1 year ago
Translation
The payment was made today, so the complaint has now been settled.
thanks for your help
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1 year ago
Awesome news, Tamino1. 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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