The player's withdrawal is delayed for almost a month. The complaint was resolved as the player's withdrawal has been paid out.
IceCasino - The player's withdrawal is delayed.
Amount: €69,000
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
2 years ago
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2 years ago
Translation
Hi there,
I'm really starting to despair and need your experiences, because I've only had positive experiences with the online casinos so far.
I've played in many casinos and of course gambled away a lot of money.
Since I'm a highroll player, there were often large sums that I paid out.
I came across the Icecasino through an advertisement from Vulkanvegas!!
I must have gambled away around €600 before I worked my way up to €70,000.
I've never had such a big win in my life!!
After my withdrawal I waited several days and contacted the online chat!
I was told that I can only withdraw up to €5000 a month because my profit is too high!!
I accepted the shock and figured it's better than nothing 😁
Now the scam begins for me:
I've been waiting for my withdrawal for 27 days now and all my withdrawals have been canceled except for €1000
, which I got paid out directly after a few days.
The online chat assured me that I would be paid €5,000 by February 22nd.
I no longer believe in it because all payments were canceled and I had to make them all again and my payout date was postponed by almost a month.
Who can I report to?
The licensing authority does not respond to calls.
I wrote a complaint about the Curaçao-eGaming.com site.
I'm really at my wit's end and need your support.
Best wishes
Nico
Automatic translation:
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2 years ago
Hello NicoF,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with IceCasino.
Please allow me to ask you a few more question before we would move forward.
When exactly did you request the withdrawals? Is this your first withdrawal request in the casino? Is your account already verified and if yes, since when? Did you use any bonus to accumulate your balance? How did the casino explain the delay?
I would definitely wait for now until the end of next week if they promised to send it on 22.2.
Please also forward any additional screenshots or evidence you have to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
thank you for wanting to help me.
I applied for the payout on 01/24/2022 and on 01/25/2022.
On January 28th, 2022, only €1,000 of €70,000 was paid out to me.
My account is fully verified and I won the money with real money.
Every day when I asked in the online chat, I was told a different story.
The withdrawals of 01/24 and 01/25 were allegedly due to a technical error and danger of such a large amount that 3 people could access it.
In my opinion, that is absolutely a lie.
I now have a payout from February 18th, 2022 and am curious to see if anything will happen by February 22nd, 2022.
I am happy to send you any screenshots of my conversations.
And thanks again Nick
Best wishes
Nico
Automatic translation:
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2 years ago
Hello NicoF,
If you requested 4 days ago, be sure to wait at least until the end of the week. Meanwhile please forward the mentioned screenshots to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Translation
Hey Nick,
today the first 5000€ arrived.
Apparently the casino really waits 30 days before they pay out anything.
If there are no further payments after 30 days, I will contact you here again.
Thanks very much
Kind regards
Nico
Automatic translation:
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2 years ago
Hello NicoF,
Great news. Thank you for keeping us udpated. I will set the timer back to you for 30 days.
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2 years ago
Dear NicoF
Please correct us if we are wrong, but you've received 7k EUR of payouts, several more transactions are being processed.
Kind regards
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2 years ago
Translation
Hello Nick,
Yes, a total of €7000 was paid out and yesterday €4000 was processed again ☺️
I have a feeling that you are the reason why the payouts are suddenly going so well👍
Many thanks for the effort
Best wishes
Nico
Automatic translation:
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2 years ago
Hello NicoF,
I'm glad to hear that you are receiving your money. Do you wish to close the complaint and reopen in case of any trouble or keep it open?
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2 years ago
Translation
You can close it!
As soon as there is a problem I will report back here.
Thanks very much
Best wishes
Nico
Automatic translation:
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2 years ago
Translation
Hey Nick,
I'd rather wait until the money is paid off before the case is closed here.
Best wishes
Nico
Automatic translation:
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2 years ago
Dear NicoF
Since all the withdrawal requests are being processed within the T&Cs of the Casino, we do not see any reason for the complaint to stay opened. As per our records, you've received 12k eur.
Kind regards
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2 years ago
Translation
Hi there,
then I will rely on their testimony and the complaint can be closed.
Best wishes
Nico
Automatic translation:
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2 years ago
Hello NicoF,
Thanks for the confirmation. The complaint will be now closed as resolved. Feel free to contact me on nikolas.b@casino.guru if anything would happen.
Best regards,
Nick
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2 years ago
The complaint was reopen on the player's request as there wasn't any payment for 2 weeks. The player's balance is still around 50 000€.
Dear Ice Casino, could you please advise why did the payments stop?
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2 years ago
Hello all,
According to our records, the player has received 20k, all requests are processed according to T&Cs of the Casino.
The remaining balance will be paid out accordingly. We do not see any issues.
Kind regards
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2 years ago
Translation
Hi there,
I don't understand why the terms and conditions are being talked about again now?
I got paid about 5000€ every week after the complaint and now nothing happened for more than 2 weeks!
There are still €50,000 left.
Best wishes
Automatic translation:
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2 years ago
Dear NicoF
Can you please point out where exactly the Casino did not meet their part of the terms, that were offered and agreed upon registration?
Can you also confirm that you've received the 20k EUR already?
Thank you in advance!
Kind regards
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2 years ago
Translation
Hi there,
I did not say that something was not fulfilled!
I was paid €20,000 in two months.
I just don't understand why it takes more than two weeks until a payment is confirmed.
Best wishes
Nico
Automatic translation:
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2 years ago
Dear NicoF
We'd like to firmly confirm that all the payouts are being processed according to T&Cs of the Casino.
There is no need to worry about 🙂
Again, congrats on your big win!
Have a nice day ahead!
Kind regards,
IceCasino
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2 years ago
Translation
I just want to know when the next payouts will be made. Can you answer my question?
I can't do anything with the terms and conditions.
And in customer support no one can give me an answer either.
Best wishes
Automatic translation:
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2 years ago
Dear IceCasino,
Just to assure the player, could you please advise when can he expect the next or next few withdrawals?
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2 years ago
Dear all,
We can see four more transactions were completed successfully on 30.03.2022 07:38:58 (UTC), amounting 4k EUR.
Dear NicoF, if you could possibly confirm.
Thank you!
Kind regards
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2 years ago
Translation
Hi there,
Yes, €4,000 was paid out today!
I hope that the next payouts will follow without opening this case again!
Many thanks for the help
Best wishes
Nico
Automatic translation:
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2 years ago
Dear NicoF
According to our records you should have received 32k EUR by now, can you confirm?
Best regards,
IceCasino
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2 years ago
Translation
Hello, everyone,
Yes, I can confirm the payouts, there are still €38,000 missing.
Best wishes
Nico
Automatic translation:
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2 years ago
Dear NicoF,
Do you still wish to keep the complaint open until you receive all of your money? If yes, please keep us updated.
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2 years ago
Translation
Hey Nick,
Yes, I would like to leave the complaint open.
The casino is paying out money weekly again!
There are still 30.000€ missing!
I hope that the money will be paid out by the end of the month.
Warm greetings
Nico
Automatic translation:
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2 years ago
Dear IceCasino,
I would like to ask you if you could confirm when can the player expect his withdrawals to calm the situation until he receives his full balance.
Regards,
Nick
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2 years ago
Hello, all
According to our records, the player has already received 45k EUR
Since the winning amount is quite significant, we'd say the player will receive the entire amount by May 10.
Kind regards
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2 years ago
Thank you IceCasino for the confirmation. I will now set the timer for 18 days until May of 10th. I would like to ask the player to inform us when the timer runs out if the money has arrived.
Regards,
Nick
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2 years ago
Translation
Hello, everyone,
A total of €52,000 has now been paid out.
In the casino history, however, it says that €56,000 has taken place!
Where did the 4000€ go?
Warm greetings
Nico
Automatic translation:
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2 years ago
Dear NicoF
According to our records you should have received 53k EUR onto your bank account, 3 more transactions amounting 3k eur are being processed by the payment provider, 14k are still on your balance and are to be approved accordingly.
Hope this clarifies.
Kind regards
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2 years ago
Translation
Hello,
€52,000 was paid out and is in the account!
Warm greetings
Nico
Automatic translation:
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2 years ago
Dear sir,
Can you kindly specify why the complaint is still opened?
Are there any T&Cs breached by the Casino?
Thank you so much for your response!
Best regards
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2 years ago
Translation
Hello,
I would like to know why they say that there must be €53,000 in the account when it is €52,000.
Warm greetings
Automatic translation:
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2 years ago
Translation
Hello, everyone,
€57,000 has now been paid into the account.
In the casino there are no 13,000 open but €8,000.
Where did the €5,000 go?
Please to enlightenment
Warm greetings
Automatic translation:
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2 years ago
Dear NicoF
There are still transactions that are being processed by the payment provider. Please kindly wait for a final status. The money clearance may take 5-7 working days.
Thank you.
Kind regards
IceCasino
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2 years ago
Dear NicoF,
As the casino is regularly paying you out according to their terms and conditions, there is no reason to keep the complaint open. We will be now forced to close it as resolved as you are receiveing all the promised withdrawal request. Please contact me on nikolas.b@casino.guru but only in case there would be a major issue which would go against the casino terms.
Regards,
Nick
