IceCasino - Player's withdrawal has been delayed.

These swindlers lie, if you win they block you, I requested a withdrawal and have been waiting since the 6th. According to their help section, it should only take 2 days, yet their customer service extends the deadline to 5 days. They make up any rule that's advantageous to them at the time, and apparently, it's forbidden to win. When they do respond, they always think they're right and there's no such thing as an apology or admitting a mistake which shows their total unpreparedness.

Dear marquinhosvbb,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I talked to some friends who work in media and COMMUNICATION IN TWO OF THE BIGGEST BROADCASTS, they are reporting on fake and fraudulent casinos. I HAVE ALREADY AUTHORIZED THE DISCLOSURE OF MY CASE and even in my case they blocked my bonus because I was making money... in addition now they hold the money and make excuses, the KYC verification is complete, nothing is missing, the deadline in the study system on the website is 2 days, in the online service they passed the deadline of 5 days, now they put the crazy person in having the courage to notify me in 14 days? ?? The slowest casino in the world?? and they still ask you to be patient and wait 14 days before opening a complaint???? Look how absurd I'm going to complain until this casino's score drops, people need to know that you work in bad faith... IF YOU WIN, ICECASINO WILL HARM YOU, BLOCK YOUR GOODS, MAKE YOUR WITHDRAWALS DIFFICULT A GOOD CUSTOMER IS A CUSTOMER THAT ONLY LOSES!!

Dear marquinhosvbb

Sorry you've faced issues.

We've checked the records, and found out the following:

1) The withdrawal transaction was created at 05.12.2023 13:41:06 (UTC)

2) The transaction was confirmed at 06.12.2023 13:56:01 (UTC) - this is exactly according to T&Cs of the casino. If you do not agree - please kindly specify which of the terms was breached.

3) The withdrawal was being processed by the PSP, and at 12.12.2023 10:15:47 (UTC) was completed.

Please kindly inform if you've received the money and if the "issue" is resolved.

Thank you!

Thank you, dear IceCasino representative, for providing us with the explanation.

Dear marquinhosvbb, can you please confirm that you received your winnings?

Exactly, in addition, they promised to pay me 5 k if my account had any blockage, I even proved it

now they didn't pay me

From the video you sent here, I see that your account has not been blocked. You are just unable to activate some kind of bonus. It's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

If you're unable to activate this type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further and we cannot compel casinos to provide specific bonuses to you.

Please, let me know if there is anything else I could help you with, otherwise, I will close this complaint. Thank you for your understanding.

Dear marquinhosvbb,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.