IceCasino - Os ganhos do jogador desapareceram.

Hello,

On April 15th, 2022 I won the jackpot of 107,000 euros!!!

The money was on my account but it was gone after 30 seconds.

Please help

Hallo,

Habe am 15.04.22 den jackpot gewonnen von 107000 euro!!!

Das geld war auf mein konto drauf aber nach 30 sekunden war das wieder weg.

Bitte um hilfe

Dear cahittin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Do you happen to have any screenshots or video recordings showing what happened? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hello cahittin

Sorry it's taken a couple of days to confirm with EGT the jackpot issue.

We are happy to confirm, that the amount 107,200.61 EUR was credited onto your account.

Congratulations!

Best regards,

IceCasino

Hello everyone,

Thank you IceCasino for your help with this complaint.

Dear cahittin,

Can we now consider this complaint resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Thank you very much for your help, the case has been solved, the money is on my account.

I only have one more question, namely I have a monthly limit of 5000 euros for withdrawals. It takes 21 months to pay out the 107000 euros! Can you speed it up somehow and remove or raise the withdrawal limit?

Regards b*** cahittin

Vielen dank erstmal für ihre hilfe der fall hat sich gelöst,das geld ist auf mein konto.

Ich habe nur noch eine frage und zwar ich habe eine monatliche limit von 5000 euro für auszahlung um die 107000 euro auszuzahlen duert es 21 monate!kann mann es irgendwie beschleunigen und den auszahlungslimit aufheben oder anheben?

Mfg b*** cahittin

Hello, Cahittin

Casino will do their best to speed up the process.

Once again, congrats on your win!

Kind regards

Awesome news, cahittin. As the main issue of this 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.

We received this message from cahittin:

"Dear Ladies and Gentlemen,

I have already submitted a complaint.

The point is that my payments are gradually being canceled for technical reasons, I am then asked to make a payment in the future, after a few days it will be canceled again.

I made my first withdrawal on 04/23/22 for 5000 euros,

2000 euros have been transferred since then nothing works again.

Please help

Regards, cahittin"

We received this message from cahittin:

"Sehr geehrte damen und herren,

Ich habe schon mal eine beschwerde eingereicht.

Und zwar geht es darum das meine auszahlungen nach und nach aus technischen gründen storniert werden,drauf hin werde ich gebeten novh mal eine auszahlung zu machen,nach ein paar tagen werden wieder storniert.

Ich habe meine erste auszahlung am 23.04.22 getätigt über 5000 euro,

2000 euro sind überwiesen seit dem geht wieder nichts.

Bitte um hilfe

Mfg cahittin"

Do I understand correctly that you have only received €2,000 out of €107,000? Do you currently have any pending withdrawals?

Hello, I have a withdrawal limit of 5000 euros per month, so I have always requested 5000 euros, but so far I have only received 2000 euros. In total, I now have 10 withdrawals of 1000 euros each.

3x1000 euros have been rejected, 5x1000 euros are still being processed. The first payment attempt was on 04/23/22.

Hallo,Ich habe eine auszahlungslimit von 5000 euro im monat,deswegen habe ich immer 5000 euro beantragt,aber bis jetzt habe ich nur 2000 euro erhalten.insgesamt habe ich jetzt 10 auszahlungen von jeweils 1000 euro.

3x1000 euro sind abgelehnt,5x1000 euro sind noch in bearbeitung.erste auzahlungsversuch war am 23.04.22.

Thank you very much cahittin for your reply. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Cahittin.

I absolutely appreciate that you shared your experiences with the Casino Guru team, and congratulations on your great winning. 

Dear Ice Casino team.

Thank you very much for your cooperation. Please, is there any possibility that you can fasten the process?

Dear Cahittin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Dear Cahittin,

please, could you specify how much money is left in your casino balance?

Hi Cahittin,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef