HomeComplaintsIceCasino - Withdrawal of player's winnings has been delayed.

IceCasino - Withdrawal of player's winnings has been delayed.

Amount: 310 R$

IceCasino
Safety Index:Very high
Submitted: 06 Jan 2023 | Case closed : 07 Feb 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Brazil 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.

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1 year ago
Translation

I deposited, played and asked for the withdrawal but they do not pay and there is no attendant in the chat and they do not respond to emails


When I entered this site because you guys made a positive evaluation of it.

I am being mislead because of your indications which are now unreliable.


They don't pay for the withdrawals and now my invested money is stuck there.

From what I read in a report in a newspaper in Portugal, there are illegal casinos that are scamming people around the world.

Unfortunately, you are advertising for them and people like me are taking damage because of your ratings.

Automatic translation:
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1 year ago

Dear lucasgouvea2016,

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

Dear lucasgouvea2016,

Have you received your withdrawal from the casino yet?

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1 year ago
Translation

file Actually it's R$1000.00 I've already sent several photos and nothing to pay

Automatic translation:
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1 year ago

Thank you for your reply, lucasgouvea2016. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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1 year ago

Dear lucasgouvea2016,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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