The player from Germany had been waiting for a withdrawal for less than two weeks. The Complaints Team had advised her that it was common for withdrawals to take some time to process, possibly due to unfinished KYC verification or a high volume of withdrawal requests. They had recommended patience, full cooperation with the casino, and waiting at least 14 days after requesting a withdrawal before submitting a complaint. The player later confirmed that her winnings had been paid out in full and the case had been settled. The complaint was subsequently marked as 'resolved'.
IceCasino - Player’s winnings haven’t been received yet.
Amount: €650
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Dear Cashindatash,
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
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1 year ago
Translation
The winnings were paid out in full and the case was settled
Automatic translation:
Public
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1 year ago
Dear Cashindatash,
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 any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
