The player from Bavaria has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.
IceCasino - Withdrawal of player's winnings has been delayed.
Amount: €500
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
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
First payout at IceCasino. So far I have always deposited via Skrill because IceCasino provides Skrill as a deposit option for me.
Then I won €500 and wanted to pay it out with the same payout method as the deposit method, as usual and stipulated in the casino's terms and conditions. So first lazy. IceCasino does not adhere to their own terms and conditions because Skrill is not offered as a withdrawal option for me. So how am I supposed to stick to the terms and conditions????
Support contacted! After 30 minutes of chat, the good chat employee finally recognized the problem. (All in all, 4 screenshots with arrows and circling were necessary)
Now it was said at ICE that no matter what you deposit with, you can withdraw with something else. ALWAYS!
Bank transfer, Mifinity, and various cryptocurrencies were offered as options for me.
Mifinity and I are not friends. Bank transfer not an option. So the good bitcoins stayed.
So I entered the receiving address of my cryptowallet and paid out. Almost 24 hours after the request for payment, the email "The payment is complete" came from the attachment here.
So I looked into the wallet. No coins. Waited another 4 hours. No coins.
When asked in the chat where the coins are:
Payment is complete. Your money is on the way and will be with you within 24 hours at the latest.
So waited. No coins.
Then I simply wanted to have the BTC tracking ID from support to see what they were telling me. You can track anything on BTC.
- Statement: Can't give it to me
- Support staff: Get in touch again tomorrow evening if the money isn't there because until then the payment is safe with you.
- Support MA: After 1 hour in the chat I wanted the tracking ID and the wallet address of the recipient (???!?!?!?!)
When I explained to him after an hour that this is exactly what I wanted from him, there was only a short answer, the case was forwarded to the responsible department and it can take minutes to days for an answer to come.
OK. What's going on here? Is the casino withdrawing BTC from users? Why isn't the casino able to simply give me the tracking ID or the wallet address from which they sent it to understand or clarify what's going on with the money, after all €500.
It would be nice if someone could help me with this problem.
Kind regards
Christopher R***
OK.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear k0di84,
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,
Complaints Resolution Center
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,
Complaints Resolution Center
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Public
2 years ago
Hello k0di84,
Sorry you've faced issues.
We are investigating your issue, your patience is appreciated.
Kind regards
