IceCasino - Player's numerous withdrawals are delayed.

I made a withdrawal of 200 euros on January 1st, which has not been deposited into my account until now. They informed me that due to technical issues, the transaction was not completed and suggested I cancel the withdrawal and make a new one. I did so, played with that money and won additional 100 euros, making a total of 300 euros. I made another withdrawal but the money still did not appear in my account. Then I deposited more money, won again and made a withdrawal of 154 euros on January 8th. Five days later, instead of depositing my money, they rejected the transaction again this morning allegedly due to technical issues which they did not explain. They even changed the withdrawal date in the payment history to today's date, however, I have kept a screenshot with the correct withdrawal date of January 8th. I have also made two other withdrawals: 138.57 euros withdrawing on January 12th and 700 euros on January 13th. Unfortunately, I am afraid that they will not deposit my money. It has been 16 days since my first withdrawal of 200 euros, they asked me to cancel it and even when I increased the amount from 200 euros to 300 euros they did not deposit it into my account. This is frustrating as I have rightfully won this money. They are continuously misleading me and I beg for your intervention. Please tell me what to do. The total amount the casino owes me is 300+138.57+154.08+700 euros.

Dear nerinadimitriou,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with IceCasino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

Have you tried using a different payment method for your withdrawal? If there is a technical issue on the side of a payment provider, there is not much that can be done from the casino's side to solve it.

Could you please specify how many payments are now shown in your account as pending?

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

Best regards

Veronika

, Good Evening

I am a certified player yes and I have made several withdrawals many times with a delay on their part. What do you mean different withdrawal method? I have registered a debit card and that's where the money goes. What else can I say? Can I give my iban? I don't think there is this option that it is paid by the way you deposit the money and I deposit via debit card. all the payments I sent you show pending in total ie 5 . I have written your amounts above. Help me get my money I need it I have lost a lot of money to them and when I win why should I have such a thing? Thank you for helping.

Sorry I made a mistake. The pending payments are 4. I have mentioned your amounts in the first message. Until now they are still pending. also in the chat they told me not to contact third parties because I said that I objected to you. to resolve the matter between us. I told them that I have already objected and to make sure that they behave properly.

I inform you that all 4 payments are still pending. Please wait and look into it.

Why don't you answer me? They are still not paying me from the casino. Please let me know what is going on.

Hello nerinadimitriou

Please kindly bear in mind, the casino approved the transactions in accordance to the T&Cs. We are now contacting the PSP re the delay.

Thank you for your patience!

Kind regards

Thank you very much.

Dear nerinadimitriou, it seems that your withdrawal requests have been processed by the casino. Could you please advise the exact date when the status of your payments changed from pending to processed? Please keep in mind that usually, we recommend players wait up to 14 days for their withdrawals to appear in their bank accounts.

Good Evening.

But the thing is that my payments are still being processed. The only thing that happened is the following. I asked them to cancel a withdrawal on purpose to see if they can since they say it went to the provider on 01/19. And I asked to cancel the withdrawal of 154 euros and do you know what they did? They canceled my largest withdrawal of 450 euros and told me that they did it by mistake when they did it on purpose so that I would lose the money. I actually played from this 450 euros and lost 150 euros and they went to 300 euros from 450 euros that were initially. I also withdrew these and they were successful on the same day and were entered on 01/19. The rest of the numbers are all in progress but not in success. And they tell me that the provider is to blame. The first withdrawal of 300 euros was made on 01/01/24 and they deliberately asked me to cancel it and try to do it again. I did but that money has never come in since then and of course all the rest. They are big cheaters. They immediately cancel withdrawals from the provider they say is processing the request. But they can't pay.

Again I complained strongly and mentioned technical problems. They asked me to cancel withdrawals again. I did it for one withdrawal of 300 euros in case they pay me at least for one of the 4 withdrawals. I hope they don't delay in canceling it as I told them I won't play. I will withdraw the money again. What an inconvenience this is .. unacceptable

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

Hello, nerinadimitriou!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello

So what we see so far - is that the majority of the requests were successful.

The last one was approved at 02.02.2024 12:21:19 (UTC)

Dear nerinadimitriou

Please kindly confirm when all the money reaches your account.

Best regards

I have never experienced such a hassle from a casino. After months, I got the money! With pressure and threats that I will take legal action and I would do it rest assured .. I hope no one plays in this casino so they start treating their customers honestly, they don't mess with anything ..

Dear nerinadimitriou,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team