HomeComplaintsIceCasino - Player’s withdrawal has been repeatedly blocked.
IceCasino - Player’s withdrawal has been repeatedly blocked.
Amount:
€1,300
IceCasino
Safety Index:Very high
Safety 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.
Submitted:
22 Jul 2024
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Case closed : 30 Aug 2024
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
The player from Sweden had deposited significant amounts into the casino but repeatedly faced obstacles when trying to withdraw his winnings. He had attempted to withdraw €4,000 but encountered account blocking and cancellation of his request, which was attributed to signs of gambling addiction, despite his claims that he was not addicted. The Complaints Team had facilitated communication with the casino, which ultimately allowed the player to continue using their services after confirming his gambling habits. However, the player expressed dissatisfaction with the handling of his case and the lack of support from the casino. The complaint was eventually rejected due to the player's lack of response to follow-up inquiries.
The player from Sweden had deposited significant amounts into the casino but repeatedly faced obstacles when trying to withdraw his winnings. He had attempted to withdraw €4,000 but encountered account blocking and cancellation of his request, which was attributed to signs of gambling addiction, despite his claims that he was not addicted. The Complaints Team had facilitated communication with the casino, which ultimately allowed the player to continue using their services after confirming his gambling habits. However, the player expressed dissatisfaction with the handling of his case and the lack of support from the casino. The complaint was eventually rejected due to the player's lack of response to follow-up inquiries.
This is not first time. THEY WILL NEVER LET ME WITHDRAWAL MY MONEY. I HAVE TRIED SEVERAL TIMES BUT IT ALLWAYS SOMETHING THATS IN THEE WAY. EVEN though I HAVE DEPOSITED OVER 10000S EUROS. THEY NEVER LEY ME WITHDRAWAL
This is not first time. THEY WILL NEVER LET ME WITHDRAWAL MY MONEY. I HAVE TRIED SEVERAL TIMES BUT IT ALLWAYS SOMETHING THATS IN THEE WAY. EVEN though I HAVE DEPOSITED OVER 10000S EUROS. THEY NEVER LEY ME WITHDRAWAL
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify why your withdrawal requests keep getting canceled? Do you receive any notification, warning, or email after an unsuccessful withdrawal?
Have you passed the full KYC verification?
Have you made any successful withdrawals before?
Have you communicated with customer support regarding your problems with withdrawals? What was their reply?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Dear marcushurtado,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify why your withdrawal requests keep getting canceled? Do you receive any notification, warning, or email after an unsuccessful withdrawal?
Have you passed the full KYC verification?
Have you made any successful withdrawals before?
Have you communicated with customer support regarding your problems with withdrawals? What was their reply?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
What has happened here is so devastating, sad and really irresponsible from your part.
I wanted to withdrawal my winnings:
2f40a4b6-0b4e-41b6-ad2f-0a38e9b4b58d
I was so afraid that withdrawal was going to be delayed over the weekend. I was trying to explain that I am very inpatient and have bad impulse control.
Belive I contacted chatbmaybe 25 times between 25/07-27-07 regarding this matter and also several emails.
Explaining my fears to loose the money due to delay on weekend.
They suggested to have limits. Responsible Gaming so that I could not be able to play money during the weekend.
With all that in mind I was able to cancel my limits 2 times in 2 hours today via the support in chat. And now I lost EVERYTHING,
This is not right. I believe really that I did all the necessary things to ensure that I would not loose the money.
I will detach all the details aswell.
Also waiting for copies of
all the chats so I can have as proff from the 25/07-27/07.
Kind regards
Marcus H.
Hey!
What has happened here is so devastating, sad and really irresponsible from your part.
I wanted to withdrawal my winnings:
2f40a4b6-0b4e-41b6-ad2f-0a38e9b4b58d
I was so afraid that withdrawal was going to be delayed over the weekend. I was trying to explain that I am very inpatient and have bad impulse control.
Belive I contacted chatbmaybe 25 times between 25/07-27-07 regarding this matter and also several emails.
Explaining my fears to loose the money due to delay on weekend.
They suggested to have limits. Responsible Gaming so that I could not be able to play money during the weekend.
With all that in mind I was able to cancel my limits 2 times in 2 hours today via the support in chat. And now I lost EVERYTHING,
This is not right. I believe really that I did all the necessary things to ensure that I would not loose the money.
I will detach all the details aswell.
Also waiting for copies of
all the chats so I can have as proff from the 25/07-27/07.
and here it's obvious that waited for me to start play and made pay out when I had be able to take out my limits and start play.
Just wait until you will se all the chats, wich they are unvilling to email me because there is obvious they did all this on purpose.
Is evidence in the chats where they specifally say they don't even do pay outs on weekends. I asked them serveal times and they confirmed and says they don't process withdrawals on weekends
I am sososososo devastated
and here it's obvious that waited for me to start play and made pay out when I had be able to take out my limits and start play.
Just wait until you will se all the chats, wich they are unvilling to email me because there is obvious they did all this on purpose.
Is evidence in the chats where they specifally say they don't even do pay outs on weekends. I asked them serveal times and they confirmed and says they don't process withdrawals on weekends
I really believe some authority should investigate icecasino.com. I believe I maybe can get som Swedish authorities to contact this shady casino.
Even what ther terms and conditions says. A casino is meant to payout winnings not only let people deposit and loose. So if they don't pay out or make it hard or something else that disrupt they payout. This is really serious. Is fraudulent.
I look all over the place and almost everyone has similar problems as me with icecasino.com
When speak to support. They don't care, they don't provide correct information, they never escalate serious allegation to a security department, there is non that take responsibility.
I really believe some authority should investigate icecasino.com. I believe I maybe can get som Swedish authorities to contact this shady casino.
Even what ther terms and conditions says. A casino is meant to payout winnings not only let people deposit and loose. So if they don't pay out or make it hard or something else that disrupt they payout. This is really serious. Is fraudulent.
I look all over the place and almost everyone has similar problems as me with icecasino.com
When speak to support. They don't care, they don't provide correct information, they never escalate serious allegation to a security department, there is non that take responsibility.
Re the verification seal - please, kindly note, that the seal has the TTL (time to live) limit. Meaning, that once clicked, the seal will show the data for a specific period of time. This means, that one should always click on the seal to check the validity (not copying the URL).
Please, kindly specify the disputed transaction ID in order to investigate the matter. Since according to our records, the 1300 EUR was successfully paid out.
Re the verification seal - please, kindly note, that the seal has the TTL (time to live) limit. Meaning, that once clicked, the seal will show the data for a specific period of time. This means, that one should always click on the seal to check the validity (not copying the URL).
Please, kindly specify the disputed transaction ID in order to investigate the matter. Since according to our records, the 1300 EUR was successfully paid out.
According to our records, the transaction 2f40a4b6-0b4e-41b6-ad2f-0a38e9b4b58d was cancelled since the withdrawal amount was larger than the real money balance.
The reason your account is temporary blocked is that the operators noticed signs of gambling addiction. If you'd like to continue using the services, please confirm you are not addicted to gambling and control the gameplay.
According to our records, the transaction 2f40a4b6-0b4e-41b6-ad2f-0a38e9b4b58d was cancelled since the withdrawal amount was larger than the real money balance.
The reason your account is temporary blocked is that the operators noticed signs of gambling addiction. If you'd like to continue using the services, please confirm you are not addicted to gambling and control the gameplay.
I know, there was 3875 euros in the account when you made the draw. Please read all the posts I have written here in detail regarding the circumstances surrounding this withdrawal.
For example, I have 25 chat conversations between 25/07-27/07 where I get different answers.
I am instructed to use the Responsible Gambling feature to ensure that my winnings would remain. But they broke and I was able to cancel them 2 times in 2 hours
Being informed that you do not process withdrawals during the weekends but mine went ahead and did it on Saturday morning just when I had fallen below 4000.
All these circumstances worry me because there are too many circumstances that are contradictory. Therefore, I want it reviewed.
And just because you are an inpatient and impulsive does not mean you have a gambling addiction. So I want you to open my account again.
Still in 4th place in the era 5MEN tournament.
Hej igen.
Jag vet, det var 3875 euro på kontot när ni gjorde dragningen. Snälla läs alla inlägg jag har skrivit här i detalj angående omständigheterna rörande det här uttaget.
Som tex har jag 25 chat konversationer mellan den 25/07-27/07 där jag får olika svar.
Jag blir instruerad att använda ansvarsfullt spelande funktion för att försäkra att mina vinster skulle vara kvar. Men de brast och jag kunde avbryta dom 2 gånger på 2 timmar
Blir informerad att ni inte processer uttag under helgerna men min gick vidare och gjorde det på lördag morgon precis när jag hade hamnat under 4000.
Alla dessa omständigheter gör mig orolig för det är för många omständigheter som är motsägelsefulla. Därför vill jag att det granskas.
Och för att man är inpatient och impulsiv betyder det inte att man har spelberoende. Så vill att ni öppnar upp mitt konto igen.
Ligger fortfarande på 4plats i eran 5MEN tournament.
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.
Dear marcushurtado,
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.
Please understand that when a player submits a withdrawal request, we recommend waiting at least 14 days for the winnings to appear in their account. Sometimes, withdrawals may take a few days or even weeks to get fully processed. Delays can be caused by unfinished KYC verification, a high volume of withdrawal requests, or other external factors. Unfortunately, we cannot force casinos to speed up their payout processing, especially when their payout times are generally reasonable.
If you decide to cancel your withdrawal request due to an urge to gamble and end up losing your winnings, I’m sorry, but we cannot help recover the lost funds. Since the casino does not offer the option to lock pending withdrawals, the responsibility rests fully on you if you choose to cancel your request. The casino is not obliged to offer such limitations to the players. If you are impulsive and cannot control your gambling, I strongly recommend that you consider either a cooling-off period or self-exclusion.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
I am sorry, but we are unable to assist you with the recovery of any money that you have lost through gambling. Please let me know if there is anything else I can assist you with.
Please understand that when a player submits a withdrawal request, we recommend waiting at least 14 days for the winnings to appear in their account. Sometimes, withdrawals may take a few days or even weeks to get fully processed. Delays can be caused by unfinished KYC verification, a high volume of withdrawal requests, or other external factors. Unfortunately, we cannot force casinos to speed up their payout processing, especially when their payout times are generally reasonable.
If you decide to cancel your withdrawal request due to an urge to gamble and end up losing your winnings, I’m sorry, but we cannot help recover the lost funds. Since the casino does not offer the option to lock pending withdrawals, the responsibility rests fully on you if you choose to cancel your request. The casino is not obliged to offer such limitations to the players. If you are impulsive and cannot control your gambling, I strongly recommend that you consider either a cooling-off period or self-exclusion.
I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
I am sorry, but we are unable to assist you with the recovery of any money that you have lost through gambling. Please let me know if there is anything else I can assist you with.
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.
Dear marcushurtado,
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.
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.
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