IceCasino - Player is struggling to withdraw his winnings.

The result of the removal of a large number of withdrawal methods from the casino,

Japanese have found it nearly impossible to make withdrawals.

astropay has closed its service in Japan.

mifinity is still in the process of preparing its Japanese service, making full-scale use of the service difficult.

I hope that Japanese people will be able to withdraw their money.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Account has been successfully verified.

A list of deposit and withdrawal methods will be submitted with images.

deposit

withdrawl

The methods listed in the withdrawal instructions are not actually available in Japan.

I used to use Vega Wallet and USDT for deposits and withdrawals.

However, Vega Wallet is no longer available due to the discovery of Ice Casino's unauthorized use of it.

They are now in the process of formalizing the procedure.

USDT has also disappeared from the withdrawal methods.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello andandjonnyx,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite IceCasino to join the conversation and participate in the resolution of this complaint.

Dear IceCasino,

Can you please provide more information regarding the case? Is there any alternative option for the player to withdraw their funds?

Thank you.

Kind regards,

Tomas

Hello andandjonnyx

Sorry you've faced issues. Our billing team is already working on the issue.

You may use the alternative payout methods that are available within the cashier.

Meanwhile we've applied the gambling limit just to make sure the money will get paid out and you will not lose it.

Kind regards

There are currently two withdrawal methods that can be selected.

astropay is no longer available in Japan.

mifinity is currently in the process of preparing to offer its services in Japan and is difficult to use properly.

Does the casino know about it?

When Vega Wallet and USDT were no longer available, the casino asked us to use muchbetter.

So I registered a new account with muchbetter and submitted my paperwork, but muchbetter is no longer available either.

Please lift the gambling restrictions as they are unnecessary.

Please explain why Vega Wallet, USDT, and MuchBetter are suddenly unavailable and give a vision of how you will allow Japanese to withdraw funds in the future.

Other Japanese users are also affected by this incident, and the reason I have filed this complaint is to confirm the situation on behalf of Japanese users and explain the situation to all parties.

Dear IceCasino,

Please let us know once the issue is fixed. I will now extend the timer for an additional 7 days, so please keep us updated on any developments.

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

When I checked earlier, Vega Wallet was revived as a withdrawal method.

Therefore, I am currently applying for withdrawal.

Please lift the restrictions.

The withdrawal was completed and the restrictions were lifted by contacting support.

I believe the problem has been resolved.

Dear andandjonnyx,

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,

Tomas