The player from Portugal has requested withdrawal a month ago. It hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Player’s experiencing difficulties withdrawing her winnings.
Amount: €230
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good evening, I made 3 deposits of €10 at ice casino until I reached the amount of €235 in real money until I tried to make a first withdrawal of €235 which was apparently refused for no reason,
I played a little after this refused withdrawal, I tried to make a withdrawal again of €230 that has been pending for almost a month, I have already sent about 3 emails in an attempt to help because the website chat is always unavailable and until today no response
I continue with the withdrawal of € 230 pending for almost a month
And my documents for KYC verification not verified for almost 2 months
I would like to be able to continue playing at IceCasino but I was not very happy with the support provided
Automatic translation:
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1 year ago
Dear Joana,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have provided all the required documents to verify your account?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, 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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1 year ago
Dear Joana
Would you please clarify if you've requested chargeback for 10 euros deposited?
Thank you in advance!
Kind regards
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1 year ago
Translation
Yes I provided all the necessary data and I never made a successful withdrawal
But today after having complained to you my account was finally verified after well over a month passed without any response from IceCasino
Still I await a successful withdrawal
thanks for listening,
Joana
Edited
Automatic translation:
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1 year ago
Dear Joana,
Please kindly answer our question - have you requested chargeback of 10 euros from your bank? (The money you deposited)
Thank you in advance!
Kind regards
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1 year ago
Translation
No, I did not request a refund from my bank! I simply used single purchase virtual cards to top up my account but anyway I had already sent proof that the money left my account
greetings
Edited
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1 year ago
Translation
Good morning, I just uploaded the cards!
thanks for listening,
Joana
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1 year ago
Dear Joana,
Thank you for provided screenshots. You may now proceed with the withdrawal.
Appreciate your cooperation!
Kind regards
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1 year ago
Translation
Good afternoon, I can't make the withdrawal order it says it's blocked to contact assistance.
Thanks for helping me again please
Thanks for listening
Joana
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1 year ago
Hello Joana
Apologies for inconvenience, it's been fixed. Please try now.
Kind regards
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1 year ago
Translation
Good morning, thanks for your attention!
I already managed to make the withdrawal request through transfer and I'm waiting.
I tried through visa several times but it wasn't working so I had to opt for bank transfer.
greetings,
Joana
Automatic translation:
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1 year ago
Hello everyone,
Thank you IceCasino for your quick help with this case.
Joana, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please, let us know as soon as you receive the payment, or if there is anything new.
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1 year ago
Translation
Good morning Kristina, agreed! When I receive the successful withdrawal, I will come here to let you know!
Thank you for your help
Joana
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1 year ago
Translation
Good afternoon, the money is finally in my bank account!
thank you for all your help and attention.
can close this case.
Best regards,
Joana
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1 year ago
Awesome news, Joana. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you both for your cooperation and Joana, 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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