IceCasino - A retirada do jogador está atrasada e sob investigação.

Dear Sir or Madam,

I would like to briefly describe my problem and hope you can help.

On Friday, 27th of December 2024, I won the amount of 4900€ playing with real money (no bonuses or similar).

The total deposits were about 600€.

I requested a withdrawal of the winnings, and that's when the trouble started.

First, the withdrawal was denied due to a missing payslip. I submitted it, and it was reviewed and accepted.

All KYC fields are green, so I seemed to be verified and reapplied for the withdrawal.

44e85e78-d4f3-4465-968f-b7132e29af86

I have now been waiting for the processing for over a week. Initially, customer service mentioned 5 business days, then Friday, January 10, 2025, was given as the processing day.

Now, all they say is: Wait...

As this seemed very strange to me, I contacted my legal protection yesterday to discuss further actions:

The following is what I will do on the lawyer's advice:

Report to the police under §263 as this casino seems to be operated with fraudulent intent, and withdrawals are never intended.

With the report, I will dispute the deposits made via MasterCard and be able to get a refund (So-called Charge-Back).

Before I do all of that, I thought I'd first try to get help here.

Thank you for your time.

Sehr geehrte Damen und Herren.

Ich möchte ihnen hier kurz mein Problem schildern und hoffe sie können helfen.

lch gewann am Freitag den 27.12.24 die Summe von 4900€ beim Spiel mit Echtgeld ( keine Boni oÄ).

Gesammt Einzahlungen waren etwa 600 €.

Ich beantragte eine Auszahlung des Gewinns, ab da ging der Ärger los.

Erst wurde die Auszahlung mit Verweis auf eine fehlende Lohnabrechnung abgelehnt, diese reichte ich ein, sie wurde überprüft und akzeptiert.

alle KYC Felder leuchten grün, ich schien verifiziert zu sein und beantrage die erneute Auszahlung

44e85e78-d4f3-4465-968f-b7132e29af86

Nun warte ich seit über eine Woche auf die Bearbeitung, anfangs hieß es vom Kundenservice noch 5 Werktage, dann wurde Freitag der 10.1.25 als Tag der Bearbeitung angegeben.

Mittlerweile heißt es nur noch: warten sie….

Da das mir alles sehr komisch vorkam kontaktiere ich gestern meinen Rechtsschutz wie man weiter vorgehen könnte:

Folgendes werde ich nun auf Anraten des Anwalts tun:

Anzeige bei der Polizei nach §263 da hier anscheinend dieses Casino in betrügerischer Absicht betrieben wird und Auszahlungen nie vorgesehen waren.

Mit der Anzeige werde ich die über MasterCard getätigten Einzahlungen reklamieren und zurückerstattet bekommen können

( Sogenannter Charge-Back).

Bevor ich all das tue dachte ich ich versuche erstmal hier Hilfe zu bekommen.

Ich danke für ihre Zeit.

Dear pablomousa,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal request.

To better understand the situation and assist you more effectively, could you kindly clarify the following:

• Can you confirm if the casino has provided any specific reasons for the ongoing delay in processing your withdrawal after you were verified?
• Have you been able to contact the casino’s customer support team since they informed you about the delay, and if so, what was their latest response?
• Have you already submitted any additional documentation to the casino regarding the withdrawal or the payslip request?

Your cooperation is crucial for us to proceed with the case and resolve the issue. If you have any relevant communication, you can also forward it to me at petronela.k@casino.guru for further review.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good day,

First of all, thank you for accepting my complaint.

The last contact with customer service was on the evening of January 11, 2025.

I was again assured that "specialists were working on solving the problem."

Unfortunately, when I asked, I was unable to find out what the nature of the problems was.

When asked when the payment would be made, the answer was "sure, soon".

My KYC seems fine.

The account has been active for 5 years, and withdrawals have never been a problem, although they have always only been for small amounts (100-400€)

Guten Tag,

danke erstmal für die Annahme meiner Beschwerde.

Der letzte Kontakt mit dem Kundendienst fand am Abend des 11.1.25 statt.

Man versicherte mir abermals das „Spezialisten an der Lösung des Problems arbeiteten".

Leider konnte mir auf Nachfrage nicht mitgeteilt werden welcher Art denn die Probleme sind.

Auf die Frage wann denn die Auszahlung erfolgen würde hieß es dann „sicher Bald".

Meine KYC scheint in Ordnung.

Der Account ist seit 5 Jahren aktiv, bis jetz waren Auszahlungen auch nie ein Problem, allerdings ging es auch immer nur um kleinere Beträge (100-400€)

No extra documents have been requested though

Hello all

According to our records, the withdrawal request was approved by the casino on 12.01.2025 14:32:27 (UTC)

Since it's a bank transfer, it may take up to 5-7 bank days for money to get cleared.

Dear pablomousa

Do we understand correctly, you requested the chargeback?

Regards

Hello, no, of course I haven't requested a chargeback yet.

I would have done it if no solution had been found. Until now I am still waiting patiently for the payment

Thank you very much for your answer.

I will notify you when the transfer has arrived.

Best regards

Guten Tag, nein ich habe natürlich noch keine rückbuchung angefordert.

Ich hätte es getan wenn keine Lösung gefunden worden wäre. Bis jetz warte ich noch geduldig auf die Auszahlung

ich danke vielmals für ihre Antwort.

ich werde sie benachrichtigen wenn die Überweisung angekommen ist.

Mit freundlichen Grüßen

Dear IceCasino, dear CasinoGuru operator.

I will write this in englisch so google translate doesn’t mess up the translation.

the transfer came through just now.

IceCasino I owe you an apology, I might have been a little impatient.

I play with you since 2020 and will keep doing so.

Operator: Thanks for your help. You can close this topic now as SOLVED.

best regards and thanks to all participants

Dear pablomousa

Can you please confirm you received the winnings in full amount?

Thank you!

Dear pablomousa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru