The player from Germany 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: €4,100
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
I applied for the payment of €800 on 23.6, and have not received any money to date. In addition, 5 days ago there was another payout of €3300, which of course I have not received until today. Lt. Chat Support, the problem lies with the payment service provider. The terms and conditions state that payments of €5000-5000 are processed within 5 working days. The chat support keeps telling me that the money will come…..
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10 months ago
Dear Cashindatash,
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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10 months ago
Hello all
The withdrawal request was created at 23.06.2023 04:16:43 (UTC)
The request was confirmed by the casino 23.06.2023 07:01:15 (UTC), which is within the T&Cs of the casino.
The transaction is still being processed by the PSP, we will contact the PSP to find out why it's taking so long.
Kind regards
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10 months ago
Translation
However, I made small payments in between, which were received on my MiFinity within 2 hours. I have been kyc verified for about 1 year.
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10 months ago
Translation
It has already been 2 weeks since my withdrawal request
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10 months ago
Hello everyone,
Thank you both for your replies.
Cashindatash, It appears that the issue indeed lies with the payment provider, as you have received withdrawals requested through another payment method. I suggest waiting a few more days to allow the casino to investigate the matter with the payment provider, and hopefully, you will receive your winnings soon.
Please keep us updated on any new developments.
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10 months ago
Translation
Okay, then please leave the case open until I have received my winnings in full - after that I will mark the complaint as closed and adjust my star rating ☺️
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10 months ago
Of course, we will keep this complaint open until you confirm your withdrawal has been successful.
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10 months ago
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Update: the payout of €800 that I requested on June 23rd (more than 2 weeks ago) was simply canceled and the money was booked back into my casino account... great... waited 2 weeks for nothing, because the casino simply canceled payouts without giving any reason...
if you want to get your winnings paid out smoothly, you should vlt. Don't deposit. Just disappointing.
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10 months ago
Dear Cashindatash
We'd like to confirm, that casino did not cancel your withdrawals. They got cancelled on the PSP side.
Once again, we do recommend using bank transfers for such amounts.
All the new withdrawals were approved by the casino.
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10 months ago
Translation
Hello, well then I'll wait a few days. Hopefully this time it won't be canceled by psp.
Greetings
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10 months ago
Hello everyone,
Thank you both for your replies.
Cashindatash, hopefully, you will receive your winnings soon. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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9 months ago
Translation
Hello, that's great 👍 Unfortunately I haven't received this payout yet, but I will post an update as soon as something changes.
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9 months ago
Translation
The casino terms and conditions say that winnings of up to €5000 will be processed within 5 bank days... today is day 5 (actually more than 3 weeks since the casino canceled my payout or pushed it to the payment system) and it is not yet cents paid out…. The player has to abide by the terms and conditions but the casino doesn't?
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9 months ago
Hello Cashindatash
According to our records, there is only one transaction amounting 500 eur that is being processed by the PSP.
Can you please confirm?
Kind regards
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9 months ago
Translation
Correct, a transaction payout of 500€ is still open.
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9 months ago
I am glad to hear that there is only one withdrawal request left to be processed. Kindly inform me once you receive it. Thanks.
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9 months ago
Dear Cashindatash,
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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