IceCasino - Player’s winnings haven’t been received yet.

I need help with a $403 payout at IceCasino.

On 07/09/2022 I deposited $74 via Bitcoin. On 09/13/2022, after wagering the welcome bonus, I made a claim for a payout of $403 on Bitcoin. After 4 days, I was asked for documents to verify my account, and the request for payment was canceled. I sent the documents and created a new payment request. Then I waited for 3 whole days until the documents were approved. On 09/17/2022, I received a letter that the account was successfully verified, but the payment of the winnings was not carried out, but on the contrary, my application for payment was canceled. Then I saw that they themselves recreated the application for payment. After 3 days on 09/20/2022, the casino again canceled the request for payment, although according to the conditions of the casino, the payment on the verified account should have occurred no later than 2 days later. On 09/20/2022 I created a payout request again for $403. Then I wrote to the support service with a question why the payment was canceled, to which they answered me, to find out the reason, write to us later. I started looking for reviews about IceCasino and saw that many players are facing a similar problem - delayed payouts and their rejection.

Today, 09/22/2022, more than 2 days have passed since the application for payment was submitted, the payment was not made, although according to the conditions of the casino:

"8.14. Subject to a successfully completed verification procedure (KYC), the withdrawal amount up to 500 EUR (or the equivalent in your currency) is paid to the client's account within 5 minutes. – 12 hours, but not exceeding 2 days from the date of application, except for weekends and holidays."

I ask for your help, help with the payment of my winnings in the amount of $403. Thank you very much.

Dear timonpo,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks a lot for your help. Today the payout was received on my bitcoin wallet.

Awesome news, timonpo. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.