The player from Portugal 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: €50
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
First, they take an infinite amount of time to approve the documents. A person sends what they ask and not even then.
Second, I've been waiting for almost 2 weeks to be paid, a person bets the money, plays and wins and the money takes two weeks? In this case even more! I keep waiting for them to pay the 50Euros.
Another thing, the chat operators don't help with anything, zero. They always say the same thing and they don't solve anything the answer is always "you have to wait, there's nothing we can do".
It's not reliable.
I'm waiting for you to pay otherwise the claim methods will be different.
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2 years ago
Dear Dmpo,
Thank you very much for submitting your complaint. I’m 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. 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 by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Translation
Good Morning.
Then correct your terms from 5 minutes to 14 days. Don't tell people it takes up to 2 days. I'm on the third week of waiting. (It's been more than 14 days) It's impossible to be patient when it's all wrapped up in schematics. And the chat operators don't help with anything.
And it's not normal because in other online casinos the money sometimes doesn't even take 2 days. Which leads to wanting Ice casino to be unreliable.
All my documents were approved with the "promise" that the process would be much faster. Clearly another lie.
Thanks for a solution please.
Edited
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2 years ago
Hello, Dmpo
Kindly refer to the T&Cs on the site:
"8.13. For the players who successfully completed KYC check, a withdrawal amount of up to 500 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays."
Kind regards
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2 years ago
Translation
As I said above. I'm in the third week waiting to be paid.
Well over 12 hours to 2 days have passed.
I have already contacted my account manager and there is currently no payment to process for my account. Which means the money probably hasn't left your side yet.
"Throwing sand in people's eyes" doesn't work.
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2 years ago
Dear Dmpo
Sorry for the inconvenience caused. The transaction failed due to technical reasons.
We highly encourage using an alternative payout method, such as bank transfer or any other.
We've applied a gambling limit till the successful withdrawal, just to make sure you do not lose any money. Also, we've credited compensation for the delay.
Kind regards
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2 years ago
Thank you very much, IceCasino team, for your assistance and explanation.
Dear Dmpo,
Could you please try an alternative payment method to withdraw your winnings and keep me informed about any further developments?
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2 years ago
Translation
Yesterday I already used the bank transfer method.
I'm waiting to receive the money.
if you receive information
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2 years ago
Translation
Until now, nothing. let's go on the 2nd day
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2 years ago
Thank you very much, Dmpo, for the update. Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. Please allow a few working days for the winnings to reach your bank account and keep me updated.
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2 years ago
Translation
Maximum 5 days. It's time for a transfer. I'll wait a little longer.
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2 years ago
Hello
According to our records, the transaction was completed 11.07.2022 06:10:08 (UTC)
Can you please confirm the money was received?
Kind regards
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2 years ago
Dmpo, could you please confirm as soon as you receive your withdrawal. Thank you very much in advance.
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2 years ago
Dear Dmpo,
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
Translation
Good Morning,
I apologize for the delay. I already received the money in my account
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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, Dmpo, 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
