IceCasino - Player claims that payment has been delayed.

Hello,

I'm writing this complaint due to the fact that unfortunately I'm still not able to get my funds as my recent withdrawals are being rejected over and over by the casino. Never had any issues withdrawing from the same casino before. My account was also verifired since the beginning with all document sent and accepted.

Problem:

I've got lucky of winning a total amount of 2100EUR and decided to withdraw my winnings using the usual payment method (Bank Card), which I've never had problems before. This would be the first time I would withdraw such big amount as the previous ones were between 400-700 EUR and these funds were received without any issue. However, these recent requests have been rejected in various ocasions since 9th December and the support is saying that the problem was due to technical reasons so they advised my to do the process again. However, I did the process again but this time I decided to make 900 EUR via Bank Card and 1200 EUR via Bank transfer. My surprise was today when I saw 900 EUR being rejected again due to technical issues.

Current Situation:

I have currently 2 withdrawal processes via Bank Transfer where 1200 EUR are "in progress" status and 900 EUR still in "incomplete" status.

The goal from this complaint is to request help from Casino Guru and Ice Casino to support me on this and make sure that both my withdrawals are processed properly without any issues. I'm aware of the waiting times but I would like an assurance of the casino itself that this time both withdrawals go without any issue.

I've been having a good experience with the casino so far but this current situation is making me anxious and downgrading my experience with the casino. I really would like to keep a good feedback from the casino and continue playing there but this situation is not going towards this sentiment, unfortunately

Dear MachKaiko,

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

Hello Kristina,

The problem here is my withdrawals are getting rejected over and over, so it's not just a matter of waiting. KYC verification was already performed successfully since the beginning and I already withdrew some funds before. However, these recent ones are keep being rejected over and over. Then, one VIP-Manager told me that they would forward a request to process my current requests as soon as possible but only one of those request have been processed (1200 EUR), so the one regarding 900 EUR is still pending to be processed.

Regards,

Thank you very much for your reply, MachKaiko. Could you please advise when exactly you received your last successful withdrawal? Do I understand correctly that all previous withdrawals were processed via the same payment method (bank transfer)?

Have you tried requesting a withdrawal via an alternative payment method?

Hello Kristina,

All previous withdrawals were succesfully processed via Bank Card and not Bank Trasnfer. However, they have nothing to do with this recent ones. The problem was that I tried to use the same exact method as I didn't have any issues before but the withdrawals were keep being rejected over and over by the payment system. I tried now to withdraw an amount of 1200 EUR and other of 900 EUR via Bank Transfer and I can confirm that 1200 were successfully withdrawn. Now, I'm just waiting for the money to arrive in my bank account and for the other one to be processed by the casino. Hopefully everything goes well now

UPDATE:

I can confirm that I received the sum of 1200 EUR in my Bank Account. Now, I'm waiting for the other sum of 900 EUR to be processed by the casino and the transfer be successful.

Once everything is completed, I would like to take the opportunity of giving a valid tip here regarding Ice casino, which can help other players with their withdrawals and release unecessary volume in their support. Is it possible then to make it public?

UPDATE 24/12:

So, I got part of my money already via Bank Transfer on 20th December (around 1200 EUR). I decided to cancel the previous withdrawal of 900EUR to play for a bit and fortunately got bigger winnings

Now, I'm waiting for another amount of 2000 EUR to be approved by the casino so it can be processed by the payment system. This last withdrawal was made on 21th but still waiting to be processed by the casino first. Thought it would be quicker to be processed though because after that I still need to wait a few more days to get the money in the bank

Thanks for the updates. I will keep this complaint open until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.

Thank you very much Kristina. My current withdrawal of 2000 EUR is still "In progress" state, which means that is already with the payment service to perform the transfer to my account. However, the withdrawal is in this state since 26th, so let's hope everything goes well and without any delays.

I'm using only Bank Transfer method now as advised by their support.

UPDATE:

My recent withdrawal of 2000EUR has been rejected even via Bank Transfer. I contacted the support but they don't have an answer of what happened. I made the withdrawal request again via Bank Transfer. This withdrawal via Bank Transfer was made on 21st and got rejected today 29th. I've waited 8 days just have it rejected.

It seems this is happening everytime I try to take a bigger amount and it's taking ages to get my money. Now, probably I need to wait for another full week without having 100% certain that this time the withdrawal will go through and to be honest don't know what to do anymore.

Really appreciate your help or from the casino in this situation as I'm going in circles and should have received the money by now and not getting my withdrawals constantly rejected

Hello Kristina and Happy New Year!

I can confirm that I received the remaining amount of 2000 EUR. The casino confirmed that the previous withdrawal was cancelled due to technical reasons so I created the transation again and the money is already in my bank account (this time, the process was a bit faster to be approved).

My feedback/advice regarding Ice Casino:

PROS:

• This casino is not a scam as it contains a valid license
• Fast deposits in many different ways/methods
• A big variety of games to enjoy
• Support in different languages
• A good variety of methods to withdraw your winnings

CONS:

• Some connection issues with the games probably due to high traffic in the website

• Although the casino provides support in different languages, the translation for those languages (portuguese in this case) in some places from the website are not correct as it seems it was translated by a bot for example. I believe they should put more focus on this because I found a bit difficult to understand certain topics, documentation and options when they are translated in portuguese

• Delays on withdrawals and sometimes rejected due to technical reasons. My advice on this is if the withdrawal gets rejected, please try with another method straight away (Bank Transfer would be the best choice) and make sure that KYC check is already completed. Also, please keep in mind that if you try a different method, you should provide documentation about that method in KYC section too (like proof of IBAN for example if you try Bank Transfer). There's no point of contacting support unless you see a big delay for the withdrawal to be processed (longer than the time explained in their website) and yes, please expect delays for big amounts

• Unfortunately, there's no 100% transparency in some topics or something clear that can lead us to certain documentation or T&C. The support can only provide you information that is already in the website and is up to you to find it yourself. My advise is to check first for T&C regarding Bonus, Deposits, Withdrawals and how to use the website properly before doing anything. The information is there but the problem is that there's nothing that indicates where the information is or how certain things work and the support cannot escalate any particular issue that you can have. A good example of this was one of my withdrawals was being rejected due to technical reasons over and over and they simply advised me to try again and with a different method, so no escalation of the issue whatsoever, hence the reason I used Casino Guru to complain.

Either way, this is still a good casino to play and yes, you get your money so be patient.

Thank you very much for the support!

Dear MachKaiko,

Thank you for your feedback. 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