The player from Bavaria had faced a delay in his payout. He hadn't received his winnings even though the casino had approved the payout on April 16th. The casino had requested the player to specify the disputed transaction IDs as they had no active or pending withdrawal requests. However, the player later confirmed that the payment had been made. Consequently, we had marked the complaint as 'resolved'.
IceCasino - Player’s withdrawal is delayed.
Amount: €499
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 week ago
Translation
The payout was approved on the 16th of 04. 24, but so far no winnings have been paid out!
Automatic translation:
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1 week ago
Dear schwendnerjurgen81,
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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1 week ago
Dear schwendnerjurgen8
Can you please specify the disputed transaction IDs? Since there no active/pending withdrawal requests from our side.
Kind regards
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1 week ago
Translation
Dear Sir or Madam, the payment has now been made!
Best regards, Jürgen
Automatic translation:
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1 week ago
Dear schwendnerjurgen81,
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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