The player from Sweden 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: €300
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I have tried to withdraw my profit of 300 euros. Twice it has been rejected due to technical problems. Contacted chat support and also telephone several times with the same answer from them. Make a new withdrawal and we will approve it within Max 2 days. After these two days I have to wait another two days. If you contact them again and get a response, the wait can take up to five days. And then the withdrawal is rejected. Today is the third time I make a withdrawal. Which according to them themselves should take 5 min to 12 hours Max 24 hours. Feels like the money isn't coming. Have tried to ask what the technical problem is, but get no answer. But they only reply that within 2 days they will approve my payout. I just feel it will happen again. And my kyc verification is approved since September 5. Will I get my winnings?
grateful for help!
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1 year ago
Dear Camy,
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 Camy
Sorry you've faced issues with the withdrawals.
As far as we can see, the request was approved. Should it fail again - please kindly use alternative payout methods, that are available within the cashier.
Thank you in advance!
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1 year ago
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Hi Kristina, no, I haven't received the withdrawal yet. I have spoken to support and they say the money is on its way. But it still says "in progress". It has done that every time since after 48 hours it goes back to the casino account. So I hope I get the withdrawal during the day.
But I saw that the casino had also replied that I should try another withdrawal method if it doesn't work this time. So then I have to try another way.
I'll see what happens during the day.
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1 year ago
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Today is 7 days since I made my third withdrawal and nothing has happened. It still says "in progress" on my casino account.
I made my first withdrawal on 2/9, today is on 19/9. I want to know why nothing happens?
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1 year ago
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Once again the money was moved back to the casino account today. I have now made a new withdrawal with a bank transaction. My fourth attempt now. Should I now wait further for the casino to process my payout. I have been doing the same withdrawal since 2/9. It is very tiring to keep doing this. Why doesn't it work at yours but at other casinos?
And when you talk to support they always say the money is on its way so wait a little longer.
I have been waiting for 3 weeks soon.
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1 year ago
Hello everyone,
Thank you both for your replies.
Camy, do I understand correctly that you have managed to request the last withdrawal via another payment method or to another bank account? Have you made any successful withdrawals before?
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1 year ago
Translation
I have done it with a different payment method but it is to the same account.
No, this is the first time I have made a withdrawal at ice casino. Tried 4 times.
I have now used the payment method bank transfer. It still says "in complete"
When I write to support, I always get the same answer. We have forwarded it, please check back later.
You never get an answer what is wrong ☹️
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1 year ago
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Can you at ice casino explain to me why I do not receive my withdrawal?
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