The player from Germany had experienced withdrawal issues with ICECasino. He had mistakenly entered an incorrect IBAN during the withdrawal process, which resulted in his funds being transferred to an insurance company. The casino had not provided the incorrect IBAN used for the transaction, which was required by the insurance company to resolve the issue. The player's account had been verified since August 2023 and he had successfully made several withdrawals prior to this incident. The casino had been unresponsive, advising the player to wait. The issue was being handled in another complaint by the Complaints Team.
IceCasino - Player struggles with incorrect IBAN issue with casino.
Amount: €750
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.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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6 months ago
Translation
I requested a withdrawal and probably while filling out the withdrawal application, I accidentally provided an incorrect IBAN and the money was transferred to an insurance company. For the past 3 weeks, I have been pleading and almost begging them to provide me with the IBAN they used for the transfer. I've contacted the insurance company and they require the casino's IBAN from which the withdrawal was made. Without the correct IBAN, the insurance company won't process my case. But the casino is refusing to cooperate.
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6 months ago
Hello Alikassem85,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ICE36 Casino DE. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you have to enter the IBAN manually? When was the last time you spoke to the casino and what was it about?
Please note that if you did make the mistake, the casino is not responsible for the funds being send to a different bank account.
Looking forward to your answer.
Regards,
Nick
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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6 months ago
Translation
Unfortunately, it is a misunderstanding. It is the wrong casino.
It's about icecasino.com and not ice36.
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6 months ago
Hello Alikassem85,
The casino can be changed anytime. Please answer to all my previously asked questions.
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6 months ago
Translation
I have had it since August 2023 and have successfully made a withdrawal several times. This time I had changed my bank details. I submitted all the required documents. When making the withdrawal I had to enter my bank details manually. The last email was 3 days ago with the same answer that I should wait.
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6 months ago
Hello,
Apologies, is this a duplicate of https://casino.guru/icecasino-player-s-withdrawal-is-stuck-due-to-incorrect ?
Regards
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6 months ago
Translation
Yes, it's the same problem. I accidentally entered the wrong casino for the other one. It's about the casino icecasino.com
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