The player from Germany had been waiting on a payout from IceCasino since April 26th. Despite assurances from customer support that the payment had been verified, the player had neither received confirmation nor the money. After the player threatened legal action, IceCasino approved the payment within minutes. The player confirmed receipt of the payout after much difficulty. We had since closed the complaint as 'resolved'.
IceCasino - Player's payment has been delayed.
Amount: €2,000
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 days ago
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2 weeks ago
Translation
I've been waiting for a payout from Ice Casino since 26th April. According to their support, the payout was successfully verified and it's now up to the payment provider. I keep hearing the same thing. I have received neither confirmation nor money in my account.
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2 weeks ago
Dear kffcbpgvbj,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 weeks ago
Translation
Hello, I am fully verified.
I had 195 euros paid out last month.
According to the casino terms and conditions, a payout takes a maximum of 5 days.
I have never had any problems at this casino.
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1 week ago
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Good day, nothing has happened yet. Support always responds with the same statements.
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1 week ago
I fully understand your frustration, kffcbpgvbj. However, I will set the timer for additional 3 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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1 week ago
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info
Who would have thought.
After almost 2 weeks, Ice Casino credited my withdrawal back to my gaming account (payment declined).
With the statement that there were allegedly technical problems.
which I don't believe!
I have to request a new payout and wait again!
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1 week ago
Translation
Quick info: after 13 days of threatening customer support at 3:50 p.m. today that I would go to a lawyer, the payment was approved 2 minutes later at 3:52 p.m.! So no technical problems! The money was simply held back. Stay away from this casino, I will not deposit anything there anymore!
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1 week ago
Hello,
Can you kindly confirm that the winnings were received ?
Kind regards
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6 days ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kffcbpgvbj, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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