IceCasino - Hráč se snaží vybrat své výhry.

Hi, i opened an account with Icecasino on the 2nd of February, i made a deposit and won with real money, then i played with their bonuses and i fully wagered them. On the next day the 3rd, i was successfully verified for the kyc process. I've been trying to withdraw my winnings ever since, i am well aware of the waiting times, but it's been almost 20 working days now. This is embarrassing from a licensed casino, and judging from all the other complaints (over 200 as i am writing) it looks like they do this a lot. They keep rejecting the withdrawal after many days of wait. First they told me that my bank rejected the payment, then they said they had technical errors. On my latest try, after 10 days of waiting with my withdrawal being still "in process", they kept saying that they've sent the money on their side and are not responsible of delays from the external financial provider, and could not speed up the process. I checked the casino account today and they sent the money back there. I've sent them many emails without any results. Their team support just keep saying to wait and be patient. I really ran out of patience now, they just waste time, i need your help guys. Thank you in advance.

Dear Nico2695,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how many withdrawal requests have been rejected so far? Which payment method to withdraw your winnings have you opted for? Have you tried using alternative withdrawal methods?

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

Best regards,

Kristina

Hello Kristina, thank you for your prompt answer. They automatically split the 1000€ withdrawal in 3 transactions, respectively two of 400€ and one of 200€. These transactions have been rejected 3 times since the 3rd of February. The payment method used it's the same bank card i used for deposits. This morning i made a new withdrawal request, selecting the bank transfer this time. But i had to raise a complaint with you now because i'm sure that they will keep delaying and repeating the same process all over again. I attach some pictures below for proof. Let me know if you need any other informations, i'm in your hands.

Kindly,

Nico

Dear Casino Guru,

Suddenly after my complaint here, i finally received the money on my bank account. That's interesting, they've been wasting time for 20 days, now it took them just few hours to process the payment successfully. I want to believe that's just a coincidence, but i really doubt about it.

Either way, i'm happy to say that the case is now solved. To anyone in the same situation, i'd recommend to make a complaint here and save yourself time, also do not keep playing with the balance, that's what they want to get your winnings back.

In the end, they do pay, but you'll have to fight for it!

Many thanks to the Casino Guru team.

Best Regards,

Nico

Dear Nico2695

Frankly speaking, none of our managers even looked at this complaint (till this very moment)

But we are indeed happy that the issue has been resolved.

Best regards and huge wins!

Dear Nico2695,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru