The player from Germany requested a withdrawal. Unfortunately, the payment has been delayed. The player received two payments but was waiting for further payments to be processed. The casino responded and stated that the player had received some payments but had no further active withdrawal requests. There was no further response from the player, so the complaint was eventually rejected. The player requested that the complaint be reopened, and stated that they were still awaiting payments. The casino replied and said that the player's requests were scheduled to be paid in accordance with the terms and conditions. The player then stopped responding, so although it seems the issue may have been resolved, the complaint was again rejected.
IceCasino - Player’s withdrawal has been delayed.
Amount: €8,011
IceCasino
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I registered at Icecasino, successfully wagered the bonus of €25 and won €8011 in a row. In order not to overwhelm the casino, I verified myself before the payout and also received confirmation of this and subsequently did not request the entire amount for payout, but only €1999. This payout was canceled without giving a reason. I then chose an even smaller initial amount of €500 and received an email that I should verify my account. How can that be? I have uploaded my ID, bank statement and car tax assessment. The support is a disaster. You don't get a satisfactory answer. I ask you to accept this, because as can be seen here from the forum, it is not uncommon for this casino to be sr. Many Thanks.
Automatic translation:
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2 years ago
Dear michidirks0403,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hello,
I have the first payout on 21.06. requested. This was simply rejected and I received an email that I should verify my account, although I have already done so. I then contacted customer service, unfortunately without success, so I assume again that the payout will be rejected despite successful verification.
regards
Automatic translation:
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2 years ago
Hello, michidirks0403
According to our records, your account is verified, and you have already received 999 EUR onto your bank account. Would you please confirm?
Thanks.
Kind regards
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2 years ago
Dear michidirks0403,
Could you please confirm that the first payment has been received already? Are there any pending withdrawals now?
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2 years ago
Translation
Hello,
two payments have now been received, but the full amount has been refused. I have now applied for smaller sums and received the information that these are now being processed longer on purpose because I am not having the full sum paid out. I would like to do this, but the full amount is not processed and new documents are constantly being requested, even though I am fully verified.
Automatic translation:
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2 years ago
Thank you very much, michidirks0403, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello michidirks0403,
I have reviewed your case and will do my best to help you.
Dear IceCasino,
Can you please provide an update on the status of the player's verification/withdrawal, and what may be required to complete the process?
Kind regards,
Adam
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2 years ago
Hey Adam,
We do not see any issues with withdrawals. The player has received 1,498 EUR and there no more active withdrawal requests.
Hope this clarifies.
Kind regards
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2 years ago
Thank you for your response, Ice Casino.
Dear michidirks0403,
Can you please confirm if you have requested further payments and if so advise as to the amount(s)?
Kind regards,
Adam
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2 years ago
Dear michidirks0403,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Dear michidirks0403,
As we have had no further response from you, this complaint will now be rejected.
It can be reopened at any time.
Kind regards,
Adam
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2 years ago
This complaint has been reopened at the request of the player.
Dear michidirks0403,
Can you please provide an update on the situation regarding your withdrawal?
Kind regards,
Adam
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2 years ago
Translation
Hello,
I still have over €4700 to pay out at Icecasino. Higher amounts are always rejected. Even for smaller amounts between 500 and 1000€ I sometimes have to wait a week. If I then at least apply for a payout of €1500 so that I can get my winnings paid out at some point, this sum is also transferred in pieces of €500 and €1000 on the grounds that it is more convenient that way. I have now again requested a payout of €1500. I really hope I don't have to wait days again. It's been like this for weeks now. In addition, other documents such as unredacted bank statements etc. were required.
greeting
Michael
Automatic translation:
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2 years ago
Hello michidirks0403,
Thank you for explaining the situation. Please be aware it is quite normal for the casino to ask for bank statements in this way for the purposes of verification.
Dear IceCasino,
Could you please advise if the player is able to process their payment any quicker?
Kind regards,
Adam
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2 years ago
Hello all,
The requests have been approved.
We truly do not understand why the player does not order the entire amount for withdrawal.
Kind regards
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2 years ago
Translation
Hello, everyone,
the payment of the €1500 worked without any problems this time, thank you. I was told by customer service that I could not withdraw the total amount at once. Based on this conversation, I have now tried this again and requested the sum of €3236.50. It would be great if this case came to an end with the payment of the total amount. Thanks for your help.
Warm greetings
Michael
Automatic translation:
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2 years ago
Hello michidirks0403,
It seems that there has been some confusion regarding the maximum amount that could be withdrawn but I am glad to hear the last payment worked without issue. Please let us know when you receive the final amount, or if there are any further problems.
Kind regards,
Adam
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2 years ago
Translation
Hello, everyone,
it's the same again that €237.50 was paid out and the remaining €3000.00 was not processed. Is it not possible to simply pay off the amount in full? It's the same problem as with the other payouts. Thanks.
greeting
Michael
Automatic translation:
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2 years ago
As far as we see, the transactions are scheduled to be paid in accordance to T&Cs of the Casino.
Regards
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2 years ago
Dear IceCasino,
Could you please specify exactly how the transactions will be paid out, so the player can know when to expect their payment(s)?
Kind regards,
Adam
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2 years ago
Hello all,
As per our records, the player has already received 6,234.50 EUR onto his bank account.
The entire amount should be cleared by Aug 03.
Kind regards
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2 years ago
Translation
Hello, everyone,
the remaining payment was made on 25.07. requested. Since then, nothing has happened with the payment of the last €2000... let's hope that I can do it by August 3rd. get my money at the latest.
greeting
Michael
Automatic translation:
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2 years ago
Dear michidirks0403,
Has there been any further progress with your payment? Please provide an update on the situation.
Kind regards,
Adam
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2 years ago
Dear michidirks0403,
Kindly provide us with an update on the situation. Have you now received payment in full?
I will extend the timer for 7 days, please be aware that if we do not hear from you within the set timeframe the complaint will again be rejected.
Kind regards,
Adam
