ICE36 Casino - A retirada do jogador está atrasada.

I got in touch several times with the ice36 Casino chat and email trying to solve a question of withdrawing my money they sent me by my email that they had already reviewed my documents or account and that they would deposit the money in my account in 48 hours and since then since 09/050/2023 they said that I had up to 7 days to deposit my money, the days have passed and until today I haven't seen my money in the account now nor does the chat answer me I hope they solve my problem

Entrei em contato várias vS com o chat e por mail do Casino ice36 tentando resolver uma questão de retirada do meu dinheiro eles mim enviaram pelo meu mail que já tinham revisado meus documentos ou seja conta e que iriam depositar o dinheiro na minha conta em 48 horas e desde então desde 09/050/2023 falaram que tinha até 7 dias para depositar meu dinheiro já se passaram os dias e até hoje não vi meu dinheiro em conta agora nem o chat mim responde espero que eles resolva meu problema

Hello Kildare,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ice36 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Good afternoon Nik, my verification was accepted on 05/09/2023 an email was sent to me that was approved and I accumulated my money with real earnings so I do not have an active bonus, but I talked several times about the cat, therefore the value that is there to be withdrawn and for 2,000 and a few reais, but I had asked to make the deposit in an account that I have at the cashier, today I took a photo of my savings account card and sent it again

Boa tarde Nik a minha verificação foi aceita no dia 09/05/2023 foi enviado um mail para mim que foi aprovada e eu acomulei meu dinheiro com ganhos reais por tanto não tenho bônus ativo, e sim conversei várias vzs sobre o gato portanto o valor que tá lá para ser retirado e de 2,000 e poucos reais só que tinha pedido para fazer o depósito numa conta que tenho do caixa tem hoje tirei foto do meu cartão caixa conta poupança e tornei enviar

Hello Kildare,

As the withdrawal is now pending for 2 weeks, can you please advise if there's been any update regarding the payment?

Good morning, no, my withdrawal is in the same place and for the same amount I have already sent everything they asked me to withdraw the money and I can't even send my bank statements

Bom dia não não ouve meu levantamento está no mesmo lugar e no mesmo valor já enviei tudo que mim pediram para eu poder sacar o dinheiro e não consigo até meus extratos bancários foi enviado

You know, I've been playing in virtual casinos for a long time, I've never had this type of constraints in any Casino, neither virtual nor personally, I really liked the platform.

I hope you guys review this and it becomes a great place for fun and relaxation because it takes 15 days to settle a mess and if I get a silly auto on the platform, hoping that you guys manage to resolve this situation because then it gets very complicated no and Indeed, thanks in advance for your attention.

Sabe já jogo em cassinos virtual a muito tempo nunca tive este tipo de costranjimetos em Casino nenhum nem virtual e nem pessoalmente gostei muito da plataforma bons jogos mais quando fala em relação a fazer o acerto das aposta aí que tá compricado

Espero que vcs revisem isto e se torne um ótimo lugar para diversão e descontração pq e um absorto 15 dias para acerta uma mixaria e se eu pego um bobos auto na plataforma,, esperando que vcs conciga resolver está situação pq aí fica muito compricado não e verdade desde já agradeço pela atenção.

Hi There,

I checked and see your documents were passed to our payments team and they are currently investigating this matter. I have contacted them again and asked them to speed it along and once we have updates, we will contact you at your registered email address.

Thanks for your understanding and patience.

Good afternoon to Ice36 Casino, but what I asked you didn't answer me,

I asked how much more time do you spend for you to do this verification? because everything has time, sorry to say more those who play want their money to bet you win, don't you think?

I just sent my extracts to you 4 days ago and you already saw that no money has dropped from your platforms into my account. bet it takes me so long to pay and look that I've been playing for years I don't work for the platform to wait for paydays I spin the money I have if my money stays there I'm losing a lot of money do you think this is right .

Boa tarde ao Casino ice36 mais o que eu perguntei vcs não mim responderam,

perguntei a quanto tempo mais vc gasta para vcs fazerem está verificação? pois tudo tem tempo, desculpa em falar mais quem joga quer seu dinheiro de aposta ganhas vcs não acha ?

só que enviei meu estratos para vc já faz 4 dias e vcs já viram que não caiu dinheiro da suas plataformas na minha conta vcs não acha tá difícil de mais pra resolver isto, pq juntando todos os tempos desda veriguação já tem 14 dias nenhuma casa de aposta demoro tanto tempo para pagar e olha que tem anos que jogo eu não trabalho para plataforma para esperar dias de pagamento eu giro o dinheiro que tenho se meu dinheiro fica aí estou perdendo muito dinheiro acham isto certo .

Thank you Kildare and Ice36 Casino for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Kildare for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Ice36 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hi there,

I had our payments team investigate this, the last withdrawal had failed and funds were returned to us with the reason given " Invalid beneficiary document"

We have credited funds back to your real money balance so you can place a new withdrawal request. Please make sure to enter the correct details when placing the request in order for the withdrawal to be successful.

Thanks for understanding

Thank you for your attention, I just made a new bank transfr request. I only have one question about this type of transfer and via pix

Obg pela atenção, acabei de fazer um novo pedido bank transfr só tenho uma pergunta está tipo de transferência e via pix

Dear Kildare, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Ok Peter thank you so much for what I say yes

Ok Peter muito obg corque coisa eu falo sim

I want to thank the guru and ice36 team for supporting me in my case my problem was solved thank you all

Quero agradecer a equipe do guru e da ice36 por ter mim dado suporte no meu caso meu problema foi resolvido obg a todos

Dear Kildare,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter