IceCasino - As retiradas dos jogadores foram atrasadas.

Good evening, on the 2nd of April I registered at icecasino and I really enjoyed playing because it has a good platform with a variety of games.

I made several deposits, did my KYC document verification, on the 3rd I received an email confirming that my account was successfully verified.

I made 2 withdrawals this week and received fast 2, 3 days maximum.

On the 9th of April I made a withdrawal of €500 and it was confirmed by email on the 11th of April after 5 days I didn't check that I had not received anything in the account, and here my headache started I contacted the assistance via Chat they were having problems with payments and that I would have to wait a few more days, that I would receive my withdrawal, I trusted this casino and went back to playing normally and made a withdrawal of €1100 and the withdrawal process was confirmed on the 17th of April.

In short, I'm still waiting for them to pay me the €500 withdrawal on the 11th. They don't respond to the Mail I sent several times and the answers they give me by Chat are always the same... wait a few more days your withdrawals are well advanced.... We are having problems with the provider that makes the payments. ..etc

I've waited long enough to receive my €500 withdrawal and I don't know how long it will take to receive the rest, and a lack of respect for customers who believe in this casino and go through this.

I would really like you to help me to solve this situation because I don't know what else to do.Thanks she attention

Boa noite, no dia 2 de Abril registei no icecasino e gostei baste de jogar pois tem um boa plataforma de variedades de jogos.

Fiz vários depósitos, fiz a minha verificao de documentos KYC, no dia 3 recebi um mail a confirmar que a minha conta se encontrava verificada com sucesso.

Fiz 2 levantamentos nessa semana e recebi rápido 2, 3 dias no máximo.

No dia 9 Abril fiz um levantamento de 500€ e foi confirmado por mail a 11 Abril ao fim de 5 dias não verifiquei que não tinha recebido nada na conta, e aqui começou a minha dor de cabeça entrei em contato com a assistência via Chat estavam com problemas nos pagamentos e que teria de esperar mais uns dias, que iria receber o meu levantamento, eu confiei neste casino e voltei a jogar normalmente e fiz um levantamento de 1100€ e foi confirmado o processo de levantamento no dia 17 Abril.

Resumindo ainda hoje estou a espera que me paguem o levantamento do dia 11 de 500€. Nao me respondem ao Mail que enviei várias vezes e a respostas que eles me dão por Chat são sempre as mesmas... espere mais uns dias os seus levantamento estão bem avançados .... Estamos com problemas com o provedor que faz os pagamentos...etc

Já esperei o tempo suficiente para receber o meu levantamento de 500€ e não sei quanto tempo vou estar para receber o resto, e uma falta de respeito, pelos clientes que acreditam neste casino e passam por isto.

Gostava muito que me pode-se ajudar a resolver esta situação pois já não sei mais o que fazer.Obrigado ela atenção

Dear josesimoes111,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Do I understand correctly that your first withdrawal has been processed but never reached you? Have you received transaction tracking numbers from the casino? Which payment method you have opted for?

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

Best regards,

Petronela

Good morning, I have previously made withdrawals at this casino and everything went well and I received the money in my account quickly.

I make my withdrawals by bank transfer.

On the 9th I made a withdrawal of €500 and the withdrawal process was confirmed by the casino on the 11th by email and I also have the tracking number of the casino transactions and I made another withdrawal on the 17th of €1100 and it was also confirmed the withdrawal process on the 18th by mail and I also have the tracking number for that withdrawal.

In my transaction history both are still in progress.... The casino support replies that they have already made the payment order for my withdrawals and that the financial part was missing transfer to my account....

Thank you for your attention

Bom dia, anteriormente já fiz levantamentos neste casino e correu tudo bem e recebi o dinheiro na minha conta rápido.

Eu faço os meus levantamentos por transferência bancária.

No dia 9 fiz um levantamento 500€ e foi confirmado o processamento de levantamento pelo casino no dia 11 por mail e também tenho o número de rastreamento das transações do casino e voltei a fazer outro levantamento no dia 17 de 1100€ e também do foi confirmado o processo de levantamento no dia 18 por mail e também tenho o número do rastreamento desse levantamento.

No meu histórico de transação ambas encontram-se ainda em andamento.... A respostas da assistência do casino e que eles já fizeram a ordem de pagamento dos meus levantamentos e que faltava a parte financeira transferência para minha conta....

Obrigado pela atenção

Hello josesimoes111

We would like to confirm that your withdrawal requests were confirmed by the Casino within the timeframe specified in T&Cs of the Casino.

The transactions are being processed by the payment provider. Please kindly wait for money to get cleared.

Kind regards

Good afternoon, I'm waiting.

Thank you for your attention

Boa tarde, fico aguardar.

Obrigado pela atenção

Good afternoon, I had to read your regulation and it says (For users with verification done (KYC), the withdrawal amount from 500 to 5000 euros is paid to the customer's account between 5 minutes to 5 working days. For an unverified player, withdrawal times can be extended)....

I have my account verified by KYC, and it's been 8 days since the last withdrawal from the 18th and I have one from the 11th that I still haven't received either. It is not normal what is happening we are on the 27th.

Boa tarde, tive a ler o vosso regulamento e diz ( Para utilizadores com verificação feita (KYC), o valor de retirada de 500 até 5000 euros é pago na conta do cliente entre 5 minutos à 5 dias úteis. Para um jogador não verificado, os tempos de retirada podem ser estendidos )....

Eu tenho a minha conta verificada pelo KYC, e já passou 8 dias após o último levantamento do dia 18 e tenho um do dia 11 que também ainda não recebi. Não e normal o que está a passar estamos a dia 27 .

Dear josesimoes111,

As we have received confirmation from the casino that the transactions are being processed by the payment provider we will set the timer for additional 4 days. If there's no development by Monday we will intervene. Thank you very much in advance for your patience.

Thank you very much for your attention, I will wait until Monday.

Thanks

Fico muito agradecido pela vossa atenção, vou aguardar até segunda feira.

Obrigado

Good afternoon and very frustrating and sad after 3 weeks with my withdrawals on the 11th and 18th already confirmed by the icecasino casino and confirmed by the representative of this casino as stated here in the complaint were rejected without any explanation on the part of the casino. (The strangest thing is that the financial provider just needed to release my money to the account), I had to talk to the chat assistant and they say it was an error on their part of the system and they don't know why... that's the explanation, and to make the withdrawal again that I will receive my money soon I asked if my account is KYC verified, and the answer was yes.Actually everything is fine because I have already made 2 withdrawals before and there is no problem.

On the 7th of April when I made the withdrawal, they did the same, they rejected the withdrawal and the excuse was from the system and they didn't know why.

Now again, but this time I had to wait 3 weeks for them to do the same and a lack of respect for those who believe in this casino and play in it. I ask for your help please because they don't want to pay my money and they are doing everything and with no plausible explanation for not paying, I always had available for this casino to solve this. I ask for your help to resolve this in another way if necessary, I await your response.

Thank you for your attention

Boa tarde e muito frustrante e triste ao fim de 3 semanas com os meus levantamentos do dia 11 e do dia 18 já confirmados pelo casino icecasino e confirmados pelo representante deste casino como consta aqui na reclamação foram rejeitados sem qualquer explicação da parte do casino . (O mais estranho e que só faltava o provedor financeiro liberar o meu dinheiro para conta ) , tive a falar com assistente do chat e dizem que foi um erro da parte deles do sistema e não sabem porque... foi está a explicação, e para voltar a fazer o levantamento que irei receber o meu dinheiro em breve perguntei se a minha conta está verificada KYC, e a resposta foi que sim.Na verdade está tudo bem porque anteriormente já fiz 2 levantamentos e não ouve problema nenhum.

No dia 7 de Abril quando fiz o levantamento fizeram o mesmo rejeitaram o levantamento e a desculpa foi do sistema e que não sabiam porque.

Agora outra vez, mas desta vez tive de esperar 3 semanas para me voltarem a fazer o mesmo e uma falta de respeito para quem acredita neste casino e jogo nele. Peço a vossa ajuda por favor porque eles não querem pagar o meu dinheiro e estão fazer de tudo e sem explicação plausível para não pagar, sempre tive disponível para este casino para resolver isto. Peço a vossa ajuda para resolver isto doutra maneira se for necessário, aguardo a vossa resposta.

Obrigado pela vossa atenção

Dear josesimoes111

Can you please confirm the winnings were received in full?

Thank you so much in advance and apologies for the inconvenience caused.

Best regards,

IceCasino

Thanks to both parties for resolving this situation, I have already received my withdrawals, my situation has been resolved, I am very grateful.

Sincerely Jose S*****

Obrigado a ambas as partes por resolver esta situação,já recebi os meus levantamentos, a minha situação ficou resolvida,fico muito agradecido.

Atenciosamente José S*****

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, josesimoes111, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru