The player from Portugal has submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
IceCasino - Withdrawal of player's winnings has been delayed.
Amount: €250
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
Good Morning,
On 08/16 I requested 2 withdrawals, one for €100 and another for €150, however I found that to make the withdrawal I would have to add my documentation in order for it to be verified, and so I did.
Since then, I'm waiting for the confirmation of the documentation and transfer of the amount to my account, and I would like to continue playing, but due to the several negative comments I saw on your page, I'm afraid to make a new deposit, don't go not receiving the requested amounts. .
I play at another online casino and the documentation verification time is minutes, I don't understand why the delay.
Automatic translation:
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1 year ago
Dear Sofiaptb03,
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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1 year ago
Hello all,
According to our records, all the withdrawal transactions are successful, there are no active/pending withdrawal requests.
Dear Sofiaptb03, can you please confirm?
Kind regards
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1 year ago
Translation
Good Morning,
I confirm yes.
The claim can be closed.
carefully
Automatic translation:
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1 year ago
Awesome news, Sofiaptb03. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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