The player from Germany requested a withdrawal 2 weeks prior to submitting this complaint. It has not been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Player’s withdrawal has been delayed.
Amount: €998
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi.
Exactly 14 days ago I applied for 2 withdrawal requests, each with 499€. I had already successfully completed the KYC verification. Unfortunately, I always get the same answer from support that the payment would be processed by the payment provider and I need patience. According to the terms and conditions, however, it would be a maximum of 5 working days.
Unfortunately, I can't get any further myself, so I'm asking for your help.
It's about these payouts:
76c3dd10-9f1f-4196-b5ac-35359eca1c85
e2f72a89-37dc-4866-8c8c-a8a8c939c549
Automatic translation:
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1 year ago
Dear onkel1986,
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 before? Have you accumulated your winnings with or without an active bonus?
What is the current status of both withdrawal requests? Are they marked as pending or processed in your account?
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,
Kristina
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1 year ago
Translation
Hello,
Yes, I have received a payment before. I had played with a bonus but it was played correctly with a bet of €1 per spin. I also played through this bonus completely until it was automatically completed.
I am sending you the current status of the payments in the attachment.
Automatic translation:
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1 year ago
Hello onkel1986
Sorry you've faced issues. We are contacting the PSP regarding these "stuck" transactions.
Kind regards
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1 year ago
Translation
Hi. yes the money has been received. Thanks for the quick help. But despite all that, it's a shame it took so long. And that there is not even an apology from the casino for the inconveniences such as a no deposit bonus or free spins.
Have a nice evening everyone
Automatic translation:
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1 year ago
Dear IceCasino team,
Thank you very much for your help.
I am happy to hear that you have received your winnings, onkel1986. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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