The player's withdrawal is delayed for 3 days. The complaint was resolved as the player received his winnings.
IceCasino - The player's withdrawal is delayed.
Amount: $110,000 CLP
IceCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
The casino has refused me two withdrawals claiming they have technical issues with their third party bank card payment provider. I decided to make my new withdrawal through Skrill. Now, they have failed to comply with the withdrawal deadlines, specifically they are two maximum business days.
I requested my withdrawal on June 7 and still nothing happens. The answers in the customer service chat only say that I should continue waiting, which seems unfair to me, because the terms and conditions that they themselves established are not being complied with.
Automatic translation:
Public
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2 years ago
Hello Francisco,
Thank you very much for submitting your 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.
Is this your first ever withdrawal request in the casino? When was the last time you contacted the casino and did they respond to you since? Did you accumulate your balance from real money or did you use any kind of bonus?
Please note that we usually advise to wait at least 14 days for the first withdrawal to be processed as it may take longer in some casinos to finish the verification process.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello!
Indeed it is my first withdrawal in the casino. I have communicated all these days with the casino. In the last communication, the chat assistant told me that my request is being reviewed by experts and that it will be fixed today. However, this answer was also delivered to me yesterday.
The balance that I am withdrawing is the product of the no deposit bonus offered by the casino. I met the rollover requirements and the money was transferred to my real balance. It should also be noted that my KYC verification process has already been approved several days ago.
Greetings.
Automatic translation:
Public
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2 years ago
Hello Francisco,
As I mentioned be sure to wait the recommended time frame of 14 days. If the casino wouldn't give you any update until then, we will try to intervene.
