IceCasino - Player’s struggling to withdraw their winnings.

They owe me 240e. They don't pay out the money. Reported to the police

Dear duvnjakd8,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The account has been properly verified, I have a verification certificate. The profit was made without activating the bonus. That means public money. I left 350e in the ice casino. They will not pay the profit of 240. They come up with excuses like the team is working on your payout. I have been trying to pay off the money for the second month already. The payment was approved, but the money was not credited to my account

Hello,

According to our records, the transaction is successful, and was completed 17.10.2022 12:15:10 (UTC)

Kind regards

and this is the answer for 2 months.

Dear duvnjakd8,

Could you please advise which payment method you have opted for?

Payment by visa bank card. The account has been verified (sent a picture of the bank card on both sides, passport) and approved by the casino administrator.

I know that I will never get that money, I accepted that. I am ready to invest all my savings if they should never scam anyone again. I was also in the police, they said to call me again and they honestly said that they doubted that they could do much, but they would see. It is sad that a player spends all his money and as soon as he gets a win, it is not paid back. Just how many people have cheated like that? This has to stop, this is the 21st century.

170e is the first payment attempt. After 5 working days, as they told me to wait, the money from the application disappeared. Whenever I ask them what the problem is, the answer is that I'm waiting for them to investigate. After some time, they returned to the ice casino 170e application. Then I started playing and made a profit of 70e, that is 240. I tried to pay out the money once more, but the story repeats itself. Currently, there is no 240e on the application or on my account. They simply come up with excuses that they have problems and don't pay the money

Thank you very much, duvnjakd8, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 duvnjakd8,

I will assist you with the complaint from now on. Could you please confirm if your issue still persists? Have you still not received your withdrawal? Please let us know. Much appreciated!

Yes, I still have a problem. They come up with excuses and don't pay me the money

Thank you for the confirmation, duvnjakd8

IceCasino,

Could you advise on the situation with the duvnjakd8's withdrawal from the 17th of October? Has the transaction been successful from your point of view? Would you be able to provide proof of payment?

the last payment was on 15.09. When I was already trying to pay 170e from the account. I paid because 170e was being processed for payment. Even then I still believed them. I got another 70 from those 15. So I tried to pay 240.

Last payment not paid, sorry

Thanks, duvnjakd8, for the provided screenshots but my questions are meant for the casino representative. We are expecting them to reply to my questions regarding the transaction you say you haven't received yet.

Thanks for your understanding.

This is their reply to me from a few days ago. But the money in my account is not

from yesterday

Thanks for the update duvnjakd8,

Did you contact your bank regarding the transaction? What was their reply?

Yes, for the umpteenth time already. No money was paid

Could you please provide a bank statement from your bank account showing the transactions from the 17th of October until now? Please provide it to my email at tomas@casino.guru

Yes, several times, there were no payments

Dear duvnjakd8

According to the records of the Casino, the transaction is indeed successful.

If you have not received the money onto your account, please inform the support, provide all the necessary details and they will contact the PSK and launch investigation.

Kind regards

I sent you an email

Hi Thomas. I have sent a supplement of the statement from the account to your email.

Hello duvnjakd8,

the IBAN on the bank statements you sent to my email is different from IBAN on the proof of payment on the screenshot you submitted earlier. Check the number of the account again and let us know which is correct so we will be able to assist you further.

I know, their excuse now is that the data is not good, that they paid to the wrong account. For the payment, they are looking for iban bank, swift and my account number, which I duly filled out

duvnjakd8,

Could you check the IBAN on the proof of payment you received from the casino under 'beneficiary's account/IBAN'? Is that not your account?

When paying, they ask for bank information, iban and swift, after that my account number. The bank's IBAN is on the order

bank information. They put their iban

Now I have contacted the bank to see if they have paid to their IBAN as stated in the confirmation they sent. I also sent the confirmation they gave me, so it will be easy to check. So I'll let you know. Have a nice day

duvnjakd8,

This data from the 'bank information' popup window doesn't match the IBAN from the bank statement you sent via email and your bank card. We'll definitely need further assistance from the casino in this matter.

I understand this is frustrating but I encourage you to contact the casino support as the casino representative suggested and provide them with this new information regarding your IBAN on your bank card and IBAN on your bank statement. Let us know how they replied.

Yes, I just heard from the bank, as far as the payment was made to their Iban (account). The money should be there and with this payment confirmation there should be no problem. If money has been paid.

All right duvnjakd8,

let me know how your bank replies. I hope your money will reach you soon.

Yes, of course, I'll call you right away. Thank you for your support

Hello duvnjakd8,

Do you have any updates from your bank on the transaction? Do you require any more assistance from us?

the written answer of the bank is that the funds were made to them the same day they were distributed, for the reason that they had nothing from the data except the payment and they did not know to whom to distribute the funds. they are common thieves who rob people

Hello duvnjakd8,

According to the reply from the bank, the transaction was indeed returned to the casino. Be sure to contact casino support with the new information in order for them to proceed with an investigation as per the suggestion from the casino representative.

Let us know how it proceeds and if you need any further assistance along the process.

after the e-mail, they returned the money to the kasino account, just like the first time. they just don't want to pay the money

their story is put it on payment, wait 5 working days and after that when there is no money in any account, we have to see what the problem is. this is taking too long really

duvnjakd8,

thanks for the update.

From my point of view, the information on the bank application regarding the IBAN information you submitted earlier is misleading. Your personal IBAN associated with your bank account, visible on your bank statement is clearly different from that number. My opinion is you should ensure the IBAN information upon withdrawal request from the casino is the same as the one you found on the bank statement and the bank card.

Please understand that your bank can process the transaction only if the IBAN of the receiver is correct. If your bank cannot clearly identify the receiver of funds, the transaction is returned.

I encourage you to request a withdrawal making sure the correct IBAN is used and let us know about the result.

duvnjakd8,

From our email exchange, I learned you requested a new withdrawal after the previous one failed. Were you given a reason why the transaction was declined? Did customer support advise you to request another withdrawal?

no, they didn't answer me anything, I'm trying to withdraw the money again now to the bank card, the payment has been approved. now I'm waiting 5 working days. this is the third attempt. I tried twice on the item and once on the bank. every time the problem happens. I look crazy.

Thanks for the update, duvnjakd8.

IceCasino,

Could you assist with the withdrawal issue? What are duvnjakd8's options?

the money just landed in the account, after 2 months of struggle. Thomas, I want to thank you. I also sent a private message. I would be happy to give you 50e because you were persistent with me to treat you. thanks again

Dear all,

Looks like the case is resolved.

Kind regards

Dear duvnjakd8,

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 issues with any online casino in the future. We are here to help.