The player from Brazil has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received 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: 420 R$
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
I have received 50 fs on this casino, played the wager with no deposit needed, I was in a lucky streak completed all the wager so I deposited an amount and played with that. After completing KYC, wagered all the amount necessary I ended up with 420 BRL to withdrawal. I tried 6 times and all the attempts are "Rejected" and when I ask in the live chat for the reason they don't know how to answer me. I would like help from Casino Guru on this matter, please.
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1 year ago
Dear gmarianow,
Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Dear gmarianow,
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,
Kristina
Casino.Guru
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