The player from Germany has been blocked without further explanation. The account was reopened and the player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Player's account has been blocked.
Amount: €4,000
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I wanted to withdraw €4000 and the casino blocked me. Since then I've been asked to contact support again in a few days.
I've been waiting for a week now and still nothing, I hope I still have the 4000€ on my gaming account and I'll be unblocked again.
Automatic translation:
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2 years ago
Dear donluciano9090,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino blocked you?
Have you accumulated your winnings with or without an active bonus?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
Yes, I have often had my winnings paid out. My KYC was verified, confirmed when opening the account.
Greetings Luigi
Edited
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2 years ago
Dear donluciano9090
Thank you for providing the extra documents.
Please feel free to withdraw your winnings.
Best regards
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2 years ago
Hello everyone,
Thank you both for your replies.
donluciano9090, could you please advise if you have already requested a withdrawal? If yes, please, let us know as soon as you receive it. Thank you in advance.
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2 years ago
Translation
Yes, I requested a withdrawal and received it 2 days later.
Automatic translation:
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2 years ago
Dear donluciano9090,
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
