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I am filing a complaint regarding my withdrawal requests at IceCasino.

I submitted two withdrawal requests via Interac transfer, and both have been stuck at "new" status for more than 96 hours. According to the casino’s own stated timeframe, withdrawals should normally be processed within 5 minutes up to 96 hours. Despite this, there has been no progress at all.

I contacted VIP support chat, but they only gave me generic responses such as "please wait" and "we cannot escalate this to the finance department." They also mentioned that withdrawals may take up to 14 working days, which is misleading compared to the fast payouts they advertise.

What makes this worse is that I have already read many bad reviews online about slow withdrawals at this casino, and this experience is only confirming those complaints. This is seriously damaging my trust in the platform.

This delay is unacceptable, especially since Interac transfers are usually processed very quickly. I am attaching screenshots of my pending withdrawals and my chat conversation with support as proof.

I kindly ask Casino Guru to assist me in resolving this issue and ensuring that my funds are released without further delay.

Dear player,

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 the 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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Thank you for your response. I understand that you usually recommend waiting up to 14 days before intervening. However, I want to make it clear that my account has been fully verified and my withdrawals have already exceeded the casino’s stated timeframe of 5 minutes–96 hours. Both requests remain stuck at "new" status with no progress.

Since my KYC is complete and there are no pending requirements on my side, I find this delay unacceptable, especially considering the casino’s advertised fast payouts.

Greetings, all

We hereby confirm, the payment is scheduled to be paid according to T&Cs of the casino.

If the player believes the casino breached their terms, we are kindly asking to point out.

Kind regards

My withdrawal request started on 23 August, but it was reset when you asked for additional documents. After 3 more days, it was reset again because of another document request — which should have been included in the first verification step. Because of this, my waiting time kept restarting instead of being counted continuously.

Clause 8.15 of your T&Cs states a normal timeframe of 5 minutes up to 96 hours, with 14 working days as the maximum. My withdrawal has already exceeded the normal timeframe. Referring only to the 14-day limit ignores the fact that your own T&Cs establish a much shorter "normal" period.

Instead of repeating the T&Cs, the casino should stand by what it advertises — fast withdrawals. Right now, the experience I am facing is the complete opposite.

Hello, I want to follow up again regarding my withdrawal issue with IceCasino.

• I submitted two withdrawals at the same time.

• The first one was processed and received, but the second is still at "New".

• It has now been 48 hours since the first payment arrived, yet the second one has not been released.

• Support keeps repeating that it may take up to 14 business days t&c, even though both requests were created together. Logically, the second withdrawal should have been processed right after the first.

What makes this more frustrating is that their own support has confirmed in writing that they "work hard to ensure fast processing, especially for VIP clients." Despite this, my experience has been the opposite.

Thank you for the response.

However, I find it concerning that the only answer I received is that my withdrawal will be paid "according to the T&Cs specified." While I understand the existence of the 14 business day clause, this completely contradicts what your own support has already confirmed in writing — that "we work hard to ensure fast processing, especially for VIP clients."

My first withdrawal was already processed within the expected timeframe, but the second one (created at the exact same time) has been left pending without any clear explanation. This shows inconsistency and undermines the credibility of the "fast withdrawal".

As a VIP client, I should not have to wait the maximum T&Cs timeframe when your own team acknowledges that withdrawals are normally approved and processed much faster. At this point, I kindly request a specific update on when my withdrawal will be released, instead of being referred back to generic terms and conditions.

Both of my transactions — CAD 5,500 (~€3,700) and CAD 6,500 (~€4,350) — are under €4,999 individually, which according to IceCasino’s Terms & Conditions should be processed within 5 working days. If this is the case, it has already been more than 5 working days since I requested my withdrawal, so the delay is not in line with their own stated rules.

Instead, IceCasino is treating them together as a total over €5,000 and applying the 14-working-day rule, even though this is not stated anywhere in the T&Cs. This was only explained to me afterwards, which feels misleading.

In addition, IceCasino has been inconsistent regarding VIP clients. At first, I was told VIP withdrawals cannot be expedited, but later I received written confirmation that VIP withdrawals can be prioritized and processed faster whenever possible.

I kindly ask Casino Guru to help ensure IceCasino honors their stated rules for withdrawals under €4,999 and their commitment to prioritize VIP clients.

As a VIP client, I feel completely misled and treated unfairly by IceCasino.

I have been given contradicting information directly from their own support chat:

• One agent told me VIP withdrawals cannot be expedited.
• Another agent and a manager confirmed in writing that VIP withdrawals are prioritized and processed faster whenever possible.
• Most recently(Just 10 minutes ago before I sent this complaint), I was told again that despite being VIP, withdrawals are treated the same as regular players and cannot be expedited.

When I pointed out these inconsistencies, instead of apologizing, I was told I was just "making assumptions" and being frustrated. Later, they even said that if I felt misled, I should have contacted support — but all of my screenshots and proof are from their support chats themselves. That is where the misleading and inconsistent information came from.

To summarize:

Their own agents and managers gave me conflicting answers about VIP prioritization.

I was told that they will force to closed the chat if it’s the same question instead of receiving an apology or fair explanation.

I have nothing else I want other than to receive my full winnings, which I won fairly.😩

Greetings

According to our log, the player received their winnings in full.

Kind regards

Hello, I would like to provide you with an update regarding my withdrawal case with Ice Casino. I am pleased to confirm that I have now received the full amount of my withdrawal.

Although the process took longer than expected and required several follow-ups with their support and finance department, the issue has now been resolved and the funds have successfully arrived in my account.

I want to sincerely thank you and your team for your assistance and support throughout this process. Your involvement helped ensure that the matter was taken seriously and ultimately completed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika