IceCasino - Player's withdrawal is delayed.

Hello,

On 10.12.23, I requested a withdrawal of €1000 from my winnings to my Mifinity account. After a successful KYC review, the status of the withdrawal has been "in processing" since 11.12., which is 48 hours past the stated 5 business days according to the terms and conditions. I have tried to contact support multiple times without success, and the only reply I receive is that they have forwarded the process to their external payment service provider and they allegedly can't influence when and how the money will be received....

Dear djipilot82,

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

KyC is fine and tested. Payout is approved but I haven't received any money

Dear djipilot82

Sorry you've faced issues.

Would you please make a withdrawal request via bank transfer?

Thank you in advance!

Warm regards

Hello everyone,

Thank you both for your replies.

djipilot82 please follow the casino's instructions and get back to us when there is anything new. Thank you in advance.

Dear djipilot82,

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.