IceCasino - Player’s withdrawal has been repeatedly blocked.

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

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.

Best regards

Veronika

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.

Kind regards 

Marcus H.

Hi again

Ia am fully verified all the kyc necessary I have made maybe one successful withdrawal.

And maybe deposit all combined probably 4000-5000 euros. They know me

Hi again as you can see now they make it difficult for me to get information I need.

Now the amount is 4000 Eros I tried to withdrawal.

More screen shots from chat se how unhelpful they are.

Also you se the withdrawal in question 2f40a4b6-0b4e-41b6-ad2f-0a38e9b4b58d

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

this shows upp when I click on thier certificate of the licence

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.

Dear marcushurtado

Thank you for the complaint.

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.

Best regards

Instead of escalating a new one so am i taking about this withdrawal

2f40a4b6-0b4e-41b6-ad2f-0a38e9b4b58d

How poorly you handled this. Please read all the necessary information I have provided already and you will understand

The disrespect and blaitnant bullshit especially towards a loyal player like me! This is worst treatment I have ever ever been treated

And now you have blocked my account

Hello marcushurtado

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.

Regards

Hello again.

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.

Dear marcushurtado

We believe we've explained the reason the transaction was cancelled, your real money balance got below 4k.

Also, please kindly state clearly that you are not gamble addicted, so that the account can be re-opened.

Regards

Okey let's casino guru also review the event aswell.

Iam not a gambling addict, I play for fun and iam fully aware that when I play I can loose. I have money, and I include looses.

I play responsible and I am not addicted to gambling

Dear marcushurtado

You may continue using the services.

Kind regards

Thank you

Dear marcushurtado

Is there anything else we can assist you with?

Regards

Dear IceCasino representative,

Thank you very much for getting in touch with us and helping the player with his problem.

Dear marcushurtado,

Could you please let us know if there is anything else we can assist you with, or may we consider your issue resolved?

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.

Hello

It doesn't feel like you at casinoguru have inspected this case at all.

Is that so?

If you haven't done it, I'd love for you to do it.

Etc

Marcus H.

Hi again,

Icecasino.com has not helped me with the question itself. I want you to investigate what I am raising.

Thanks

Dear marcushurtado

Would it be a burden for you to specify the question?

We are super open to assist and clarify any of the matter.

Thank you for cooperation!

Warm regards

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.

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.