The player from Lower Saxony 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: €4,000
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
2 years ago
Public
Public
2 years ago
Translation
Dear Casino Guru team,
During the night of October 16th / October 17th, 2022, I requested a payout of €4,000 at the IceCasino. According to the terms and conditions of the casino site, the maximum processing time for a withdrawal of €4000 is 5 working days - this period has already expired:
8.14. For the players who successfully completed the verification process, the withdrawal amount from 500 EUR to 5000 EUR (or equivalent in your currency) to the client's account will be approved by the casino within 5 business days from the date of the request, excluding weekends and holidays, paid off. Please note that the payout time may vary depending on the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.
I am fully verified and have received confirmation twice (email and chat) from an employee.
The employee also wrote that I should wait for the maximum processing time and for the payment.
The withdrawal request has not been processed and the casino staff told me today that they will forward it to the financial experts department but this may take some time.
I absolutely agree with this:
- On the casino side it is clearly stated in the terms and conditions that it may take a maximum of 5 days - thus the casino violates its own terms and conditions!!!
- This practice seems to be common practice at the casino (see other complaints filed) to increase processing time for customers to gamble away their winnings - this is not fair and player-friendly behavior.
Dear Casino Guru team, please take this case and help me get my money.
Kind regards
Automatic translation:
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2 years ago
Dear Ryan90,
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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2 years ago
Awesome news, Ryan90. 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.
