The player from Denmark is struggling to withdraw his winnings. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Player's withdrawals have been rejected.
Amount: 1,800 kr.
IceCasino
Safety Index:Very highSafety 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Dear Casino Guru
I hope you can help me. I found Icecasino and made an account as it looked like a good casino. I paid in 50 DKK over two transactions, thus 100 DKK in total. I lost the money and my bonus money. I still had 120 peace spins left which I used the next day, for them I won 300kr, which I then activated and played through 35 times. I now have 1800 DKK in real balance. I first try to pay out without KYC and the request is rejected. I also do not have the option to pay by credit card, only bank transfer. I'm told by chat support that I need to complete the KYC process. I do that and then get approved within a few days. I am again trying to pay by bank transfer, which is the only withdrawal option I have. There are two days where the status is "in progress", after which the request is rejected. I am writing to the chat as writing it is still being processed and that I should check again in a few hours. After a few hours it is still rejected and I contact the chat again. This time they are blaming technical issues and that I should try to create a new request. I have now done so and am very skeptical. Can it really fit you have to create four requests to get your money, you really have to wait several weeks before something finally happens, and you really have to lie and fight with the company all the way through the process. After all, there are no problems when it comes to deposits, and I feel it is an abuse of the customer's trust, time and finances.
Automatic translation:
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1 year ago
Dear Emil,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Do I understand correctly that your last withdrawal is still pending?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hi Kristina.
Thanks for your prompt reply. No I have never made a payout from the casino before, only deposits. I never get so far in the process that I wait for the payout. My request will be denied before it is put out for payment. The first time it was because I had not completed KYC, which they otherwise said was not necessary. The second time, which was here yesterday, they said there had been a technical problem and I had to create a new payout request. I'm waiting for it now, but I'm afraid it will also be rejected, a third time.
Yours sincerely
Emil H ***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Hello Emil,
Sorry you've faced issues with the withdrawal.
We'd like to confirm, that your account is fully verified.
The withdrawal request was confirmed at 25.05.2022 11:33:37 (UTC)
In case it fails - feel free to contact live support and ask for the reason (most likely the bank does not accept gambling transactions). If that's the case - please use the alternative methods for withdrawal.
Kind regards
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1 year ago
Translation
Dear Icecasino
Thank you very much for your prompt reply and deposit. I will wait and see what happens, as well as the reason for any rejection. As I also mentioned earlier in the post and opposite your support chat, it is not possible to use anything other than a bank transfer. When I try to pay to my credit card, I get redirected to bank transfer.
Yours sincerely
Emil H ***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
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dear Icecasino and Casinoguru
I can now confirm that the transaction was a success and the money is already in the lin account. It went very fast and I am super happy, yet I want to mention that it is a messy process and can scare people away, but everything is good and is as it should be.
greetings from a satisfied customer.
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