IceCasino - Player’s winnings are being delayed.

I had an amazing win at this casino over 100,000 euro. I have been trying to get my winnings since to date I have received only 7000 and I am getting no structure no timeline no support with getting my winnings. I keep getting told they are being processed then they get cancelled then told tech issues. Then they will do one withdrawal of just 450 euro and then nothing again. If I ask for guidance or a manager I get told to be patient. In their t&cs it clearly states 8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration. This has not yet been done and needs to be enforced. They added me to the hall of fame for being such a big winner yet I cannot get my winnings. It is beyond frustrated and full of misleading information. I thought this casino was great and I was so excited to be one of their big winners. However how I am being treated now is such a poor customer experience. I am just looking to receive my winnings fairly and I am having no success. I am really worried that I am not going to receive my winnings as they seem to stop them every time and then just do one small one. Please can someone help.

Dear Totmkt2024,

Thank you very much for submitting this complaint. Congratulations on your great winnings in IceCasino! I'm sorry to hear about the problem you are facing.

I have checked the Terms and Conditions and this is what I found regarding the withdrawals:

8.15. For the players who successfully completed KYC check, a withdrawal amount from 5000 EUR to 29 999 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.18. Once your withdrawal has been approved, we are not responsible for any delays in payments caused by third party electronic payment processors and financial institutions and/or third party clearing process.

8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration.

Could you please specify when exactly you submitted your most recent withdrawal request? How many pending withdrawal requests are currently in your account?

Have you communicated with customer support about the maximum limit you can withdraw per transaction without it getting canceled?

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

There are over 30,000 in pending withdrawals they asked me to wait to do another withdrawal but then gave me misleading information yet again. The original withdrawals are waiting over 30 days then most recent from the 11th July after they said my old withdrawals were cancelled due to a technical issues. I have all documented and screen shots if you need them. The email today said this : Customer,

  As my colleague previously informed you, this month you have successfully received several applications in the amount of 450.00 EUR, you have also successfully passed verification, so you have nothing to worry about. You need to expect payment of the remaining amount within the terms that were previously announced to you; these terms are indicated in the casino rules that you agreed to upon registration. The rules of the casino do not indicate that payments must be made daily

Thank you so much for the support in this. I honestly was so excited I even made the hall of fame on there site for one of their biggest winners. The site has a great selection of games etc. I am now left disappointed every day. There is no manager ever available and the chat teammates just copy and paste answers then I get emails telling me no need to complain I am in a que and will be processed. The tech issue with all my withdrawals being cancelled is not being prioritised I am just told to be patient. Then every view days I get another reply on email and told to wait that all is fine. How can a customer be treated like this ? It’s so bizarre. I just want a fair and structured indication of payment dates / when I will receive all my winnings.

Hi guys today I received confirmation of one withdrawal for €450 and an email with more misleading information again. Nobody addressing the actual issue just telling me to be patient. I really am at a loss as to what to do next.

Thank you very much, Totmkt2024, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Thank you again today there is confirmation of just one withdrawal when I asked about a complaint or manager this was the response : ‘Alas, we do not know exactly when requests will be paid, except within the deadlines established in the club rules. Unfortunately, we do not have accurate information.

Just today you were paid another part of the amount, so I see no reason to worry. Payments will be made, but we cannot know on what day and what exact amount will be paid.

Please specify in more detail where and for what reason are you going to file a complaint? Payments are made successfully and you are provided with correct information from our side.’ At this rate if they continue to do €450 every couple of days it will be 2 years to get my winnings and in addition there is no frequency to the payments unless I send an email to complaints I don’t get anything. Then when I do send that email it seems to be one payment of €450 every couple of days. It’s really upsetting I was so super excited for this win and the lack of customer support and clarity is really evident. I really hope they do the right thing and you guys can help. It clearly stated in their terms that the payout can be negotiated. But yet no one has helped with this so far.

Hi Totmkt2024,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear IceCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if there's a payout schedule for the player? As I understand, the player has been receiving payments in small amounts. Is it possible for you to offer a different payment method that can be used for processing higher amounts?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you Natalia as your colleague kindly pointed out in several terms that are stated on site it appears there is the possibility to have larger withdrawals. This info has been given to me several times I was told 30 k was on route and 50k and instead got a couple of €450 through and told not to worry that I will get payments they just can’t say when etc. it’s very disappointing to have won such an amazing about and to have to constantly communicate to get it. I just want me winnings fairly please and to ideally deal with one contact as opposed to having different people with different information all the time. Thank you for the support .

Hello all

Dear Totmkt2024, congratulations on a huge win!

All the winnings are being paid out according to the T&Cs of the casino.

As per the moment being, according to our log, you have received 9050 EUR.

Can you kindly confirm?

Regards

Thank you I am over the moon with the win it’s huge and super excited to receive all of it. I can confirm that I have received over the last two months 8,000 into account in €450 increments / deposits and I can see the balance reflected a withdrawal of €900 successfully today. So when that lands in account that will be €9000 of my winning correct. However this has been with endless difficulty and tech issues your side so at this point I am please asking for you guys to resolve this matter efficiently and in a structured and timely manner. I was told twice now a payment for €30,000 and €50,000 would be done then told conflicting information this is all documented and if you do not have access to this info I am happy to provide. Again I ask you to kindly look at your terms - I understand this is a huge win for you guys too. I also appreciate that you guys have a great safety index and seem to really want to resolved issues so am very hopeful you can for me also. terms. 8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration - I am asking for help with this as I continue to have several people dealing with this an as a result it’s conflicting information consistently. At the rate it has gone it could take years to receive my winnings and not with a definitive plan or timeline it appears to have no consistency or structure. Please if you could help on this matter I would be most grateful. Thanks T

When you guys state the terms and condition how can you clearly state terms. 8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration - but yet no action it - perhaps the people dealing with could not but you may be the person who can.

Dear Totmkt2024

Thank you for your message.

The mentioned above terms may be applied to VIP players solely, unfortunately there is not enough of gaming activity on our site to be clarified as "VIP Player".

We do not observe any violation of terms, thus we do not see a reason for the complaint to remain open.

Kind regards

As it stands I have over 91000 euro to withdraw there again is no frequency or payment terms which have been giving to me or adhered to. Today again there is no withdrawal as it stands it could take years for me to receive my winnings and I have no idea of when. As a responsible casino I would imagine there is a duty to the customer to give a payment structure. As it stands in your terms they can be reviewed and no mention is stated of vip status if you look at deposits also I had done a couple of thousand and was told I would become vip or was I believe. You added me to the sites hall of fame for having such a huge win. Surely that merits vip status. Can you tell me when the next withdrawal will take place and why there is no withdrawal unless I consistently email about it. It seems a very bad use of resources and time for me and your staff. Can you show me where it states in the terms vip status only as you can see clearly is does not stipulate that on site. This is such a pity to taint an amazing win like this as the experience has been incredibly poor. Please can you guys do the right thing and help.

Dear Totmkt2024

As previously stated, all the withdrawals will be approved by the T&Cs of the casino, Veronika has mentioned the terms within this "complaint" above.

Re the functionality "Hall of Fame" - this is a functionality that works independently, when one wins a big within a period of one month - he automatically gets into there. That does not mean that the player turns VIP, gets a dedicated manager, receives exclusive offers, individual terms, etc.

Concluding the above - the administration has decided to proceed with the withdrawals according to T&Cs of the casino, that you (as a player) read and accepted during the registration process.

Kind regards

So within the t&cs please can you advise on this specific point and tell me where is stipulates vip status as it is no where on your site that I could see regarding this but clearly states :  8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration. Also regarding the t&cs that you are referring to I have received several conflicting messages regarding this I can attaché all screen shots here if that is allowed please advise ? So I am asking as a big winner on your site for a simple timeline of dates when my winnings will be paid. A realistic one please as it stands again today there is no withdrawal and again I never know when they will take place if at all. For the 90,000 to be paid in increments of €450 this is 200 days of consistent withdrawals so again this is going to take years surely there must be a better way for us both and a better resolution. Also please can you confirm that my winnings are safe if I do not play at all whilst I am waiting for all of my winnings. As currently I am scared to play as when I spent just €15 euro you guys cancelled over €95,000 and then stated in an email it was a technical error which was then may I add never addressed or fixed. Again I have a paper trail of all of this and happy to post here if that is allowed. ? Please let me know. Currently I am asking for a timeline of payments of my withdrawals and frequency including dates. Thank you. Tara

Ice casino - in response to your vip status - great news you may not have checked my account but I can confirm I am VIP STATUS it states it clearly on my profile and I have taken a screen shot of this which I am happy for you to check. So within your terms I look forward to you successfully negotiating my withdrawals faster now. Thanks for clarifying all info this is great finally I can get my winnings.

Dear Totmkt2024

The withdrawals will be approved according to T&Cs of the casino. Point 8.19 is not applicable for your case.

Kind regards

I have since today received the following email from your team : We provide support 24 hours a day. You can take the ID of each request as you did before and seek clarification in the chat or contact us. All payment methods are visible in your profile. We are sorry that you had a negative experience. If you are missing a specific payment method, you can always let us know, and we will take note of it. In the future, we may add new payment methods.

8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays. The timeframe is counted from the most recently created request.

so can you confirm this means the entire amount is being paid out now as it has passed the 30 days from original withdrawal on the 17th of June.

In addition please can you confirm my VIP status and please highlight to me how within t&c you can give one piece of information and then try change it - can you see how confusing this is for me as a customer ?

Please can you look to resolve this asap as again I am left with a lot of different information and not receiving my winnings.

can you clarify why no withdrawal took place today and when the next one will be?

Also please can you address all of the concerns here clearly - as again as seen in recent correspondence the information is conflicting. I really feel I am asking for fairness and customer support to receive my winnings and this is really not in my opinion being received. Please confirm my VIP status as shown on my account. This means the ruling certainly applies to me as you stated. Please tell me why I am being sent an email stating I would have all my winnings within 30 days as my kyc verification etc is all completed. This timeline has passed as the original withdrawal of €100,000 was June 17th we are now July 23rd. The technical issue your team had in cancelling the withdrawals is on you the casino and my player account should not be impacted by this. Please also clarify why again there is no withdrawal processed today ?

Again the withdrawals have stopped I really have no clarity on this and would really appreciate support and a resolution. Thank you Tara

Is there any update please again wuthdrawls have stopped and more conflicting information. I would really appreciate support on this.

Hello,

According to our records, the player received another 1350 EUR yesterday/today.

Kind regards

I can see that this is in progress not yet received which I am delighted to see progress. I still have not got a resolution here with an actual plan. Again there is misleading and conflicting information constantly. As mentioned previously if you could respond in detail to the messages above for clarity. Also as you mentioned the negotiations terms is for vip player which I am delighted to say I am so I would hope this is done asap and a fast plan for all the withdrawals is made. Thank you

Dear Totmkt2024

As mentioned previously, all withdrawals will be approved in accordance with the casino's Terms and Conditions.

It appears there may have been some misunderstanding. While your loyalty program status may indicate "VIP," this does not automatically classify you as a VIP player. True VIP players receive exclusive VIP offers, have a dedicated 24/7 manager, and enjoy additional benefits.

Kind regards

Again more misleading and conflicting information it states clearly on my account VIP status it’s actually printed on it. It is becoming increasingly worrying that each time - there is a correction to information. Why may I ask can someone not simply resolved this for me. At this point this is an incredibly poor experience for a big winner on your site. I am being give zero concrete info or timeline - it appears to be guesswork and again when I do not email and follow up no action is taken. Again today it went from a 900 to a 450 withdrawal with no reason and I have over €89,000 euro which I am waiting for please can someone do the right thing and work out a fair resolution for me to get my winnings. This is super frustrating. I really feel this is a unique case and should be dealt with as so. I am being patient and reasonable however this is also extremely time consuming surly someone in management at ice casino can step in here and come back to me with an exact timeline with dates of when I will recieve my winnings. That is very little to ask as a customer. Also no one has addressed my previous questions please look back on thread here. Regarding not playing until I get my winnings in full. If I do not play for as long as it takes for my winnings - please confirm my funds are 100 % safe for as long as it takes ?

Hello Totmkt2024

The withdrawals will be approved according to the point 8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

This has been mentioned many times.

To know more about loyalty program and its statuses (and their names) please follow the link below:

https://icecasino.com/en/loyalty-program

Kind regards

Thank you I have reviewed this in detail and : 7. VIP Silver

Level: 3 / 10 is my level so unsure what you meant about it not being automatic again this is not consistent with the t&c stated :

8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration.

Also in addition :

8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

this is the info on your site which has been given to me several times along with promises and statements that over 30k and 50 k was being processed m. At Thai point there has been endless conversations around this and each time varied info.

As this point it appears that you guy are trying to not resolve the matter or transfer my winnings or put barriers in place for me. It’s very upsetting as a customer.

I loved the site really thought it was great. This experience with a huge sum of money has been very poor from a customer perspective.

I am left guessing as to when withdrawals will be done or having to follow up. Surely a reasonable and fair plan is not to much to ask from a big casino like you guys.

again please clarify in writing that I do not have to place bets while I wait for all my winnings at this rate this could be several years so please let me know the exact rules / impact here as I would hate to think I was being mislead.

I understand ye have a great safety index which is very reassuring.

This experience in particular and all the conflicting info has been very worrying. If you have not read the many chats or emails with all this conflicting information please do take the time to review.

Also as part of the t&c it stipulates may which also means may not you guys get to decide and administrative management can of course look at this unique case and help resolve ? May I ask why this is not being done ?

Again I have not seen a withdrawal today and would appreciate an answer on my questions I was told there would be a withdrawal and there has not been yet if you can confirm please as it is well over the timelines given and past the 30 day period.

To update after I sent the last message a withdrawal was done for just €200 so it’s gone from €900 / €450 to now just €200. Again this makes no sense. I am grateful to get my winnings however there is over €100,000 in progress withdrawals since the 17th of June. Please can you help resolve this asap. Thank you

Hello,

According to our records, the player has received 12400 EUR, which is already much faster than specified within T&Cs. The rest of the requests are scheduled to be paid.

Frankly, we do not understand the reason the complaint is open, hence we do not see any violations.

Regards

Dear Totmk2024, please, let us know how much have you received as of now beginning from you first requested a withdrawal. When was the last installment received?

Hi Natalia , there is currently €87,608.70 in the balance awaiting withdrawals to be processed since the 17th of June from the original request for the entire €100,000. There has been recent withdrawals over the last week in the amounts of €200, €450 increments again with no definitive dates it seems each time I have emailed one small withdrawal gets processed. Yesterday there was 2 for €450. It is great that funds are being paid - these recent ones have not shown in my bank yet. I have asked for several clarifying questions to be answered and for a timeline to which I have not received that info. I see here they said they are processing faster than the t&c which is great as this means they have the ability to do this. I am asking for the scheduled to be given to me. The bigger withdrawals which they confirmed were on route to me and being processed have nothing happened and it continues to be the small increments. One withdrawal only today confirmed for €450 . The outstanding amount in withdrawals is €87,608.70

*** further update this afternoon I have just received an email confirming the following : Hello!

 The request to consider the withdrawal of funds on an individual basis has been forwarded. However, I would like to remind you again that withdrawals are considered within the framework of standard rules. - this is definite progress and I thank the ice casino team for finally working on this on an individual basis. It is certainly not resolved at this point however is looking very positive I would be very concerned about closing this case as I feel very premature I would much prefer to see what the outcome of the next correspondence is. I am hopefully this is going to get resolved faster now and very much look forward to having all my winnings.

*** update it does look like ice casino is working on getting the moneys faster there was 2 x €450 done yesterday it leaves over €86,5000 to be processed. I have not seen one this morning processed however sometimes it can be later in the day so I will keep you guys updated. Again there is no schedule or plan it seems to be quite random. I am delighted to be receiving the funds however it would be great to get some structure. Again scared to have any case closed in case the withdrawals stop completely. I am really looking forward to receiving my winnings in full. Seeing progress is definitely encouraging. A complete resolution would be even better.

Dear Totmkt2024

We really stopped understanding you, since the terms of withdrawal were briefly specified above multiple times. You will be receiving not less than 5k/month. Please kindly specify the point where the T&Cs were breached by the casino, since we do not observe any violations in here to keep the complaint open.

Regards

I think a huge part of the confusion is the ownership here and lack there of. There has been endless misleading communication and conflicting info. As you can see in all the threads - so many people being involved has led to a host of varied information. To date I have received a lot of correspondence which I am happy to post if you need however I would strongly suggest that someone takes ownership here and sticks with it to avoid further confusion. In the chats you can see clearly I have been told amounts of €30,000 euro and €55000 were on route to me this never happened. The so called breach at one point all withdrawals had stopped and another point so called technical issue cancelled all withdrawals which meant funds did not get done within the 30 day period. There has been endless delays. There has been info that now you will look at the individual plan which is great. As soon as I have an update on that I will happily post it here with the outcome. I have asked for a simple plan with a timeline and structure as to when my payments will be made to me as the frequency and amount changes all the time. That surely is a fair request? This complaint absolutely needs to be left open until a point which I have received my €100,000. Again I refer back to :s. 8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration which I believe is being done at present the alternative come mean years to receive my winnings. I am a vip as you can see from my rating and was told this option can apply to me now. As soon as there is full payment or a structure of payments resolved I am of course happy to close this however until this point I am still a customer without a resolution or clarity. Having to follow up on a very regular basis with no access to a manager to help. €100,000 is a huge sum of money so as you can imagine this is very serious. I am delighted to see my winnings coming in but again today there was one for just €450 meaning I am still waiting for €86,000 + euro. Thank you T

Dear Totmkt2024

Let us try and summarize for the 4th time, maybe in bold: You will be receiving not less than 5k/month (as per T&Cs that were accepted at registration).

Regards

Thank you for the quick response so may I ask for simple clarification on dates and amounts please for this ? This is a very fair and reasonable request I am sure you will agree 🙂. With the above being so open and vague does this mean I will be getting the full €100,000 very soon. It’s extremely open with what you have stated above is one suppose to guess ? One would assume a very well know casino like yours can put a structured plan and schedule of payments in place for a customer. At the moment it is completely open so I have no idea if payments are stopping or continuing. It’s very worrying from a customers point of view. I am sure you can appreciate that. I would also ask you to review all the other correspondence also. Thank you for taking the time to respond I will say I do not feel valued as a customer right now I feel I am being treated very poorly for my win - which is so disappointing. I thought you guys would be super supportive and exited to see your customers have such great wins. The whole experience is leaving so much uncertainty.

Dear Totmk2024, I understand that you are frustrated because you cannot receive the full amount. However, we cannot speed up the process from our side as the withdrawals are being processed following the casino's terms and conditions - I'm referring to point 18.7. of the terms that was already mentioned before. Since the casino keeps processing your withdrawal requests in installments and you confirm receiving them regularly, we believe the whole amount will be paid to you.

As for now, I will close your complaint with a "resolved" status in our system. I hope you will be getting your winnings successfully. You can keep me informed about it via email (natalia.b@casino.guru).

However, if the casino will stop paying you, please, request to reopen this complaint, and we'll try to intervene again.

Thank you for understanding, Totmk2024. Feel free to stay in touch with me via email.

Regards,

Natalia