The player from Germany has requested a withdrawal two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
IceCasino - Player’s withdrawal has been delayed.
Amount: €750
IceCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
I've been waiting for my payout since June 16th and nothing has happened until today! I've contacted customer service several times but to no avail. It keeps saying: is in progress I should be patient. Now more than two weeks have passed and I don't think anything will happen anymore. I can't get any further... maybe you could help me.
Automatic translation:
Public
Public
2 years ago
Dear Lidia90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it was your first withdrawal in this casino? Have you accumulated your winnings with or without an active bonus?
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. 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
Public
Public
2 years ago
Translation
Hi everyone, I haven't played with a bonus or anything like that. I deposited real money and played normally. This is my second payout already, the first payout worth €500 was paid out after 2 days. Now is the second payout worth €750, which I made on June 16th. made, it's actually been 14 days and nothing is happening there. The 5 days processing time are already over the actually apply at ICE Casino.
What should I do now? Wait....?
LG
Automatic translation:
Public
Public
2 years ago
Hello Lidia90
We can indeed see the issue with a long withdrawal, we've contacted the payment provider and expect the resolution soon.
In case the transaction gets failed - please do not hesitate and make a new withdrawal request, it will get approved via a different payment provider.
But we do hope, that the current one will be successful.
Sorry for inconveniences.
Public
Public
2 years ago
Translation
First of all thanks for that.
My withdrawal failed today after such a long wait🙁 unbelievable.
Now I've made a payout again with €500 and €200. Let's see if that works faster now, or I wait two weeks again and then we're already at a month's processing time!!!
LG
Automatic translation:
Public
Public
2 years ago
Thank you very much, IceCasino team, for the clarification that the issue is related to a specific payment provider.
Dear Lidia90,
Please keep me informed about any further developments. I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.
Public
Public
2 years ago
Translation
Thank you, the payout has been made on my game account but I still can't see it on my account. I'll wait a bit now, let's see what happens, I hope there won't be any more problems.
LG
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lidia90, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
