IceCasino - A retirada do jogador está atrasada.

The casino has refused me two withdrawals claiming they have technical issues with their third party bank card payment provider. I decided to make my new withdrawal through Skrill. Now, they have failed to comply with the withdrawal deadlines, specifically they are two maximum business days.

I requested my withdrawal on June 7 and still nothing happens. The answers in the customer service chat only say that I should continue waiting, which seems unfair to me, because the terms and conditions that they themselves established are not being complied with.

El casino me ha rechazado dos retiros acusando que tienen problemas técnicos con su proveedor externo de pago mediante tarjeta bancaria. Decidí hacer mi nuevo retiro mediante Skrill. Ahora, han incumplido con los plazos de retiros, específicamente son dos dias laborales máximos.

Mi retiro lo solicité el 7 de junio y aun no pasa nada. La respuestas en al chat de atención al cliente solo dicen que debo seguir esperando, lo cual me parece injusto, debido a que se están inclumpliendo los términos y condiciones que ellos mismos establecieron.

Hello Francisco,

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

Is this your first ever withdrawal request in the casino? When was the last time you contacted the casino and did they respond to you since? Did you accumulate your balance from real money or did you use any kind of bonus?

Please note that we usually advise to wait at least 14 days for the first withdrawal to be processed as it may take longer in some casinos to finish the verification process.

Looking forward to your answer.

Regards,

Nick

Hello!

Indeed it is my first withdrawal in the casino. I have communicated all these days with the casino. In the last communication, the chat assistant told me that my request is being reviewed by experts and that it will be fixed today. However, this answer was also delivered to me yesterday.

The balance that I am withdrawing is the product of the no deposit bonus offered by the casino. I met the rollover requirements and the money was transferred to my real balance. It should also be noted that my KYC verification process has already been approved several days ago.

Greetings.

Hola!

Efectivamente es mi primer retiro en el casino. Me he comunicado todos estos días con el casino. En la última comunicación, la asistente de chat me dijo que mi solicitud está siendo revisado por expertos y que se solucionará hoy. Sin embargo, esta respuesta también me la entregaron el día de ayer.

El saldo que estoy retirando es producto del bono sin deposito que ofrece el casino. Cumplí los requisitos de rollover y pasó el dinero a mi saldo real. Hay que destacar también que mi proceso de verificación KYC ya ha sido aprobado hace varios días atrás.

Saludos.

Hello Francisco,

As I mentioned be sure to wait the recommended time frame of 14 days. If the casino wouldn't give you any update until then, we will try to intervene.

Hello!

My problem has already been solved. The payment has already been made by the casino.

Cheers,

Francisco.

Hola!

Mi problema ya ha sido solucionado. El pago ya ha sido efectuado por el casino.

Saludos,

Francisco.

Thank you for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick