IceCasino - Hráč se snaží vybrat své výhry.

My withdrawal request was rejected twice since last week. The reason according to many operators I talked to was "technical issues". I repeatedly asked for more details and none was received. They have me waiting for 2 working days and then they reject it. P.s Please note that they also had me waiting for KYC approval for 3 weeks even though all the necessary documents were uploaded. The timeframes for everything so far mentioned in their terms and conditions on their website was never met. Their customer support suffers from decent answers and manners most of the times.

Dear ikrek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please confirm that your account has been fully verified? Have you been offered any alternative payment method to withdraw your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

Thank you for the immediate response.

Yes, I confirm that my account is fully verified and I had a successful withdrawal a few weeks ago as well. Of course that one was delayed and also rejected at first, but with the 2nd attempt it was luckily successful.

I had been using my verified Mastercard, same one used for deposits. After the first 2 rejections, I was advised by an operator to use Bank transfer. So I used the same account that the mentioned Mastercard is linked to. It is the 2nd working day today, still pending.

The funny thing is that in their terms and conditions the state:

"For the players who successfully completed KYC check, a withdrawal amount of up to 500 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays"

5 mins — 12 hours, but not exceeding 2 working days ?? Hahaha

I am pretty convinced that this timeframe was never met for anyone.

I wish I had done my research on their bad reputation and so many reports and complaints I found online for them. I only wish I had done this in advance!

Anyway, thanks for your efforts to help me, I'll keep praying.

Kind regards

Dear ikrek

Sorry you are facing issue with your withdrawal. We can see that you've made another attempt to withdraw via bank cards, in case of a fail - we are kindly asking you to make a request via bank transfer or an alternative payment option, shown in the cashier.

Just to prove we are interested in the successful withdrawal, we have applied a gambling limit until a successful withdrawal. Just to make sure you get your winnings.

Kind regards

Dear ikrek,

If the withdrawal got rejected again, please request a new one via bank transfer or an alternative payment option, shown in the cashier. Please understand that this is not the casino's fault as I described in my first reply.

Who's fault is it? My bank's? I am waiting for the bank tranfer

Suddenly, their website shows this message. This casino was blacklisted for the whole country 🤣

Hello,

According to our records, the withdrawal was completed on 13.06.2022 09:47:01 (UTC)

Kind regards

Indeed, I am very happy to have received my withdrawal amount finally. Thank you so much.

At least this happened just on time before the site was blacklisted since it says it is unauthorised gambling service.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ikrek, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru