The player from Germany had faced a delayed payout due to a dysfunctional confirmation link that was sent via email. The casino had also requested the disputed transaction ID for further investigation. However, the player had failed to respond within the extended timeframe, which led to the complaint being rejected. Despite reopening the complaint upon the player's request and asking for a screenshot of the withdrawal request for further investigation, the player did not respond. Therefore, we had no choice but to reject the complaint again.
IceCasino - Player's winnings payout has been delayed.
Amount: €200
IceCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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1 year ago
Translation
On 05.12.23, I won and to this day, my money has not been paid out. I was sent a link confirmation via e-mail, but I can't open, let alone confirm the page. I feel cheated. Deposits have always worked multiple times and all bonuses have been deleted, but my money/winnings have still not been paid out until today. Why do you do such a thing? This is deceiving people. I WANT MY MONEY.
Automatic translation:
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1 year ago
Dear hatixhe2326,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you contacted casino support regarding the link malfunction in the email? What was the casino support's recommendation?
- Have you accumulated your winnings with the help of the bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Dear hatixhe2326
Sorry you've faced issues with the withdrawal.
Would you please provide a disputed transaction ID in order to investigate?
Thank you in advance!
Warm regards
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12 months ago
Dear hatixhe2326,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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11 months ago
Translation
We've reopened this complaint at the request of hatixhe2326. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
"Hello happy new year.
I'm sorry, it doesn't justify not getting my money paid out.
I sent my ID, driver's license, passport, proof of income and bank details and was verified. So if I make a deposit online banking then this payout must work in exactly the same way
I want my money 💰.
Thank you"
Automatic translation:
