IceCasino - Spelarens vinster är försenade.

Hello, I won 53,000 euros at Ice Casino. I am withdrawing it in small amounts, but so far I have only received 499 euros and no further payments have followed. When I inquire about it, I'm always told to please be patient.

Hallo ich habe bei ice Casino 53000 Euro gewonnen. Und zahle es in kleinen. Schritten aus aber bis jetzt habe i nur 499 Euro erhalten und es folgt keine weiter Auszahlung auf Anfrage hin werde i immer vertröstet das i doch bitte gedult haben sollte

Dear jessica230492,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please confirm that you passed the full KYC verification?

When exactly did you win 53,000 EUR at this casino? Did you accumulate these winnings with or without a bonus?

How many pending withdrawal requests are there in your account?

How long did it take for the first payment of 499 EUR to be processed and paid out?

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

Best regards

Veronika

Hello, I won it about 10 days ago and I received the first payout yesterday on 10.9.2024 and yes, I have completed the Kyc completely

Hallo i habe es vor ca 10 Tagen gewonnen und die erste Auszahlung habe i gestern am 10.9.2024 erhalten und ja i bin komplett Kyc abgeschlossen

Thank you for your reply.

I have checked the Terms and Conditions of Ice Casino, and this is what I found regarding the withdrawals:

8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

Could you please specify how much money you have deposited into Ice Casino so far?

Dear jessica230492,

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.

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.