The player from Bavaria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the issue was resolved.
IceCasino - Player’s winnings haven’t been received yet.
Amount: €24,000
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello everyone,
I have been playing at this casino for several years.
Now I've made a profit of €24,000.
After that the problems started, I was supposed to verify myself again, after I did that I made a withdrawal request.
This was processed and then my account was blocked and the support tells me the money will be deducted.
Player ID- 39634172
Automatic translation:
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1 year ago
Dear Persi98,
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
Hello,
It's about the casino claiming that I had violated the bonus terms and therefore didn't want to pay out my winnings and blocked my account.
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1 year ago
Dear Persi98
On behalf of IceCasino, I'd like to apologize, there's been a terrible mistake. There is no violation of any terms.
Your account is unblocked and you may freely request the winnings!
Congratulations!
Best regards,
Alexander
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1 year ago
Translation
Many thanks for the quick response.
The account is free again! I would like to leave the case open until the winnings have been paid out.
Best regards
Pascal
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1 year ago
Translation
Hello everyone,
€20,000 has already been paid out.
I kept playing with the remaining €4000 until I had €16,000 again.
now my score is 0€ without playing!
can you explain that to me?
Best regards
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1 year ago
Translation
I have the feeling that because of my winnings, the casino is trying to interpret everything in such a way that my winnings are not paid out to me.
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1 year ago
Dear Persi98,
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
