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I made 4 withdrawals on 9.6.2025

- 900 euros

-900 euros

- 500 euros

And 300 euros

And I'm still waiting for my payout. I've written to customer service. They keep telling me my case has been forwarded to the finance department. I'm supposed to receive an email from the department. I haven't had this case before; everything was always on time. That's why I'm looking for help from you.

Ich habe am 9.6.2025 4 Auszahlung getätigt

- 900 euro

-900 Euro

- 500 Euro

Und 300 Euro

Und ich warte immer noch auf meine Auszahlung. Mit dem Kundenservice geschrieben. Werde da immer vertröstet das mein Fall an die Finanz Abteilung gegangen ist. Soll angeblich von der Abteilung eine e Mail erhalten. Hatte den Fall vorher nicht sonst immer alles pünktlich gewesen. Darum suche ich bei euch Hilfe.

Dear macgmmg,

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 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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear macgmmg

We can confirm there has been a technical issue recently connected to the withdrawals and the finance dept. team is already working on it.

Please kindly specify the disputed transaction IDs.

Kind regards

ICE CASINO ANY NEWS?

ICE CASINO IRGENDWELCHE NEUIGKEITEN?

Dear macgmmg

It will take some time, since it's a money-related issue.

Thank you for your patience.

Kind regards

Greetings,

The withdrawal requests failed, the money was returned to the player's balance.

We are kindly asking to make a new withdrawal request.

Regards

Dear IceCasino, thank you for the information provided.

Dear macgmmg, we would appreciate it if you could confirm once the funds have been received.

Now only 2044 euros of the 2600 euros can be paid out! Why

Jetzt lassen sich von den 2600 Euro nur noch 2044 Euro ausbezahlt! Warum

Sorry, only 2160 could be paid out

Sorry ließen sich nur 2160 ausbezahlen

I will confirm receipt on my bank account as soon as I have it

Eingang auf meine Bankkonto werde ich bestätigen Sobald ich es habe

Dear macgmmg, kindly update us once you have received the money.

So far I have received 1000 euros and I am still waiting for the rest!

Bis jetzt habe ich 1000 Euro ausbezahlt bekommen auf den Rest warte ich immer noch!

And the remaining payouts from Ice Casino via audio and Thether are not processed via bank transfer. I don't even have audio or Thether, where does the money actually go?

Und die restlichen Auszahlung Ice casino via Ton und Thether veranlasst nicht via Bank Transfer. Habe nicht mal Ton oder Thether wo geht das Geld da eig hin

Please provide prompt feedback

Bitte um zeitnahe Rückmeldung

Please check payout were not made by me via tonton payout

Bitte Auszahlung prüfen sind nicht von mir getätigt worde via tonton Auszahlung

ICe Casino new info?

ICe Casino neue Infos?

Does IceCasino have a German license?

Hat IceCasino eine deutsche Lizenz?

????

Dear macgmmg

Have you reported to our support that assumably your account was hacked?

Did you request the support to cancel the withdrawals?

Regards

According to customer service, I supposedly wasn't hacked!!! But I didn't make the withdrawal!!!!!!!

Laut Kundenservice bin ich angeblich nicht gehackt worden!!! Aber die besagten Auszahlung habe ich nicht!!!!!!! Vorgenommen

Dear macgmmg

Have you been able to reset your password?

Regards

I've already done everything and sent the password back four times! The said withdrawal was still made via ToTon!

Habe alles schon gemacht 4 mal das passwort zurück gesendet! Sind trotzdem die besagten Auszahlung via ToTon getätigt worden!

Also, all the payments I made via bank transfer were always canceled! But according to customer service, nothing was hacked. Even my profile was blocked by someone. I was even able to see how someone initiated the blocking in English with customer service. So please take another look.

Wurden auch immer Zahlungen via Bank Transfer die ich getätigt habe storniert! Aber laut Kundenservice ist nichts gehackt worden. Selbst mein Profil wurde gesperrt von irgendjemand. Konnte zu der besagten sperren sogar sehen wie jemand auf englisch mit dem Kundenservice die Sperrung veranlasst hat. Darum bitte noch mal genau drüber schauen

Dear macgmmg

Did you provide any personal information re your account to any 3rd person? (via e-mail, sms, phone etc)

Regards

No, nobody knows that I play at IceCasino. I have filled out the questions with information to third parties or password changes and have already discussed this with customer service 100 times.

Nein keiner weis das ich IceCasino spiele habe die Fragen mit info an Dritte oder passwort wechsel gefüllt schon 100 mal mit dem Kundenservice besprochen

Therefore, cancel the two aforementioned withdrawals. Simply credit me, and then everything will be settled. I have not made the two aforementioned withdrawals.

Daher anulieren sie die 2 besagten Auszahlung einfach schreiben sie mir es wieder gut dann ist doch alles erledigt. Habe die 2 besagten Auszahlung nicht durchgeführt

Why should I if I don't have TonTon and don't even know what it is.

Warum sollte ich auch wenn ich TonTon nicht habe und nicht mal weiß was das ist.

Dear macgmmg, can you explain how there are withdrawal requests in your account linked to payment methods you do not own or recognize?

Did you personally request withdrawals in those specific amounts, or were these transactions made without your consent?

I've been hacked but nobody believes me!!!! I don't have a Ton Ton withdrawal option or know what Ton Ton even is! But ICECASINO says I haven't been hacked. I also have a withdrawal of 700 euros that was canceled several times and I didn't cancel it. That's why it's really annoying that my money is just gone. As I said, I didn't make the aforementioned withdrawals of 440 euros via Ton Ton and 540 euros via Ton Ton and the money never reached me. That's why I'm asking you to solve the problem. But I don't understand why the aforementioned withdrawals can't just be returned so that I can have the withdrawal made via bank transfer.

Ich bin gehackt worden aber mir glaubt ja keiner!!!! Ich besitze kein Ton Ton Auszahlung Möglichkeit oder weiß was Ton Ton überhaupt ist! Aber ICECASINO Meint ich bin nicht gehackt worden. Habe auch eine Auszahlung von 700euro die mehrmals storniert worden ist und die Stornierung nicht von mir getätigt worden ist. Darum ist es sehr ärgerlich das mein Geld einfach weg ist. Wie gesagt die besagten Auszahlung 440euro über Ton Ton und 540 Euro über Ton Ton habe ich nicht getätigt und das Geld ist nie bei mir angekommen. Darum bitte ich Sie das sie das Problem lösen lässt. Ich verstehe aber such nicht warum die besagten Auszahlung nicht einfach zurück gehen können dann ich die Auszahlung via Bank Transfer laufen lassen kann.

Dear macgmmg, regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.