IceCasino - Spelarens uttag har avvisats.

Dear Casino Guru

I hope you can help me. I found Icecasino and made an account as it looked like a good casino. I paid in 50 DKK over two transactions, thus 100 DKK in total. I lost the money and my bonus money. I still had 120 peace spins left which I used the next day, for them I won 300kr, which I then activated and played through 35 times. I now have 1800 DKK in real balance. I first try to pay out without KYC and the request is rejected. I also do not have the option to pay by credit card, only bank transfer. I'm told by chat support that I need to complete the KYC process. I do that and then get approved within a few days. I am again trying to pay by bank transfer, which is the only withdrawal option I have. There are two days where the status is "in progress", after which the request is rejected. I am writing to the chat as writing it is still being processed and that I should check again in a few hours. After a few hours it is still rejected and I contact the chat again. This time they are blaming technical issues and that I should try to create a new request. I have now done so and am very skeptical. Can it really fit you have to create four requests to get your money, you really have to wait several weeks before something finally happens, and you really have to lie and fight with the company all the way through the process. After all, there are no problems when it comes to deposits, and I feel it is an abuse of the customer's trust, time and finances.

Kære Casino Guru

Jeg håber i kan hjælpe mig. Jeg fandt Icecasino og lavede en konto da det lignede et godt casino. Jeg indbetalte 50 DKK henover to transaktioner, hermed 100 DKK i alt. Jeg tabte pengene og mine bonus penge. Jeg havde stadig 120 fredspins tilbage som jeg brugte næste dag, for dem vandt jeg 300kr, som jeg så aktiverede og gennemspillede 35 gange. Jeg har nu 1800 DKK i real balance. Jeg forsøger først at udbetale uden KYC og anmodningen bliver rejected. Jeg har heller ikke mulighed for at udbetale til kreditkort, kun bank transfer. Jeg får at vide fra chat support, at jeg skal gennemføre KYC processen. Det gør jeg og bliver så godkendt indenfor et par dage. Jeg prøver igen at udbetale med bank transfer, som er den eneste mulighed for withdraw jeg har. Der gå to dage, hvor status er "in progress", hvorefter anmodning bliver rejected. Jeg skriver til chatten, som skriver den stadig bliver behandlet, og at jeg skal tjekke igen om et par timer. Efter et par timer er den stadig rejected og jeg kontakter igen chatten. Denne gang skyder de skylden på tekniske problemer og at jeg skal prøve at oprette en ny anmodning. Det har jeg nu gjort og er meget skeptisk. Kan det virkelig passe man skal oprette fire anmodninger for at få sine penge, skal man virkelig vente flere uger før der endelig sker noget, og skal man virkelig ligge og slåes med virksomheden hele vejen gennem processen. Der er jo ingen problemer når det kommer til indbetalinger, og jeg føler det er misbrug af kundens tillid, tid og finanser.

Dear Emil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Do I understand correctly that your last withdrawal is still pending?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Hi Kristina.

Thanks for your prompt reply. No I have never made a payout from the casino before, only deposits. I never get so far in the process that I wait for the payout. My request will be denied before it is put out for payment. The first time it was because I had not completed KYC, which they otherwise said was not necessary. The second time, which was here yesterday, they said there had been a technical problem and I had to create a new payout request. I'm waiting for it now, but I'm afraid it will also be rejected, a third time.

Yours sincerely

Emil H ***

Hej Kristina.

Tak for dit hurtige svar. Nej jeg har aldrig foretaget en udbetaling fra casinoet før, kun indbetalinger. Jeg når aldrig så langt i processen at jeg venter på udbetalingen. Min anmodning bliver afvist før den bliver sat til udbetaling. Første gang var det fordi jeg ikke havde gennemført KYC, som de ellers sagde ikke var nødvendigt. Anden gang, som var her igår, sagde de der var opstået et teknisk problem og jeg skulle oprette en ny udbetalingsanmodning. Den venter jeg så på nu, men jeg frygter at den også bliver afvist, en tredje gang.

Med venlig hilsen

Emil H***

Hello Emil,

Sorry you've faced issues with the withdrawal.

We'd like to confirm, that your account is fully verified.

The withdrawal request was confirmed at 25.05.2022 11:33:37 (UTC)

In case it fails - feel free to contact live support and ask for the reason (most likely the bank does not accept gambling transactions). If that's the case - please use the alternative methods for withdrawal.

Kind regards

Dear Icecasino

Thank you very much for your prompt reply and deposit. I will wait and see what happens, as well as the reason for any rejection. As I also mentioned earlier in the post and opposite your support chat, it is not possible to use anything other than a bank transfer. When I try to pay to my credit card, I get redirected to bank transfer.

Yours sincerely

Emil H ***

Kære Icecasino

Mange tak for jeres hurtige svar og indskud. Jeg vil vente og se hvad der sker, samt årsag for eventuel afvisning. Som jeg også nævnte tideligere i opslaget og overfor jeres support chat, er det ikke muligt at bruge andet en bank transfer. Når jeg forsøger at udbetale til mit kreditkort, bliver jeg omdirigeret til banktransfer.

Med venlig hilsen

Emil H***

dear Icecasino and Casinoguru

I can now confirm that the transaction was a success and the money is already in the lin account. It went very fast and I am super happy, yet I want to mention that it is a messy process and can scare people away, but everything is good and is as it should be.

greetings from a satisfied customer.

kære Icecasino og Casinoguru

Jeg kan nu bekræfte at transaktionen var en succes og pengene allerede står på lin konto. Det gik meget hurtigt og jeg er super tilfreds, alligevel vil jeg nævne at det er en rodet process and kan skræmme folk væk, men alt er godt og er som det skal være.

hilsner fra en tilfreds kunde.

Awesome news, Emil. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.