The German player had won 2000€ at the casino on 22.12.2023 but had not received the payout, despite his account having been fully verified. He had contacted the casino's support multiple times, only to be advised to wait. The player had reported that a similar issue had occurred with a previous payout. However, he had received a part of his winnings (1000€) during the complaint process. The remaining amount was still pending without a specified timeline. Finally, the player confirmed that he had received the complete transfer of his winnings. Consequently, we had marked the complaint as 'resolved'.
IceCasino - Player’s withdrawal delays persist.
Amount: €2,000
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I won 2000€ on 22.12.2023 and still have not received the money. This was also the case with my last payout. When you contact support, you are fobbed off with being told to wait for the payout. Alternatively, you are told to cancel the payout, which borders on fraud! The stated 5 working days according to the terms and conditions are never adhered to. KYC is checked and in order. I played without bonuses and free spins!
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11 months ago
Hello djipilot82,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? When was the last time you processed a payout in the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
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Fully verified as of 12/5/23.
Last payout 12/10/23
Last contact in the last 7 days and it was about the payout
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11 months ago
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Yesterday I was again told in support that I should wait. I've been contacting support every day for seven days. There is no help there. They just say that it's the external payment provider who hasn't been able to pay me the money for 3 weeks. That's exactly how it was in December 2023!
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11 months ago
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The strange thing is that I won €200 on Friday and the money was in my wallet in 60 minutes! Therefore, the statement that it is due to the external payment provider cannot be correct!
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11 months ago
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Today I only received €1000 of the €2000.
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11 months ago
Hello djipilot82,
Is the remaining 1000€ still pending? Did the casino specify when should you receive it?
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11 months ago
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They are still pending. Not specified. I should wait!
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11 months ago
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It's always the same answers. I have had contact with support at least 20 times
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11 months ago
Dear djipilot82,
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,
Casino.Guru
