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I am writing to express my dissatisfaction with the handling of my withdrawal issues. The withdrawal with ID d984fdd0-59f5-4e86-99f5-9270cf4ae229 has not reached my account at all.

Furthermore, the withdrawal with ID 1dc235b-da2b-40fd-ba7a-ce3cea45d889 has only partially reached me (an amount of €131.56, while I had requested €215.40).

Despite my repeated attempts to resolve this matter by sending five emails since the 8th of February, I have not received any response. Additionally, my three interactions with live support were unhelpful and frustrating, as I was repeatedly told that they did not have an answer.

I am extremely disappointed with the lack of professionalism and efficiency in addressing my concerns. I urge you to investigate this issue immediately and ensure that the outstanding amount is credited to my account.

Thank you.

Best regards

Dear MorlaCore,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted the withdrawal request that has not yet reached your account?

What payment method did you choose for making the withdrawal of €215.40?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification?

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

Veronika

Dear Veronika,

Thank you very much for your feedback, which I answer as follows:

1) The payment of €215.40 was requested on 06.02.25, the payment that never reached me was requested on 07.02.2025.

2) My credit card (MasterCard)

3) Yes, so far all withdrawals have worked without any problems, I only have problems with these two

4) Yes, I had completed the KYC verification. However, I can see that my new bank account has been "under review" for several months. I changed accounts a long time ago and a withdrawal had already worked.

Many thanks and best regards

Liebe Veronika,

vielen Dank für die Rückmeldung, die ich wie folgt beantworte:

1) Die Auszahlung i. H. v. 215,40 € wurde am 06.02.25 angefordert, die Auszahlung, die mich gar nicht erreichte, am 07.02.2025.

2) Meine Kreditkarte (MasterCard)

3) Ja, bisher klappten sämtliche Auszahlungen problemlos, den Ärger habe ich nur bei diesen beiden

4) Ja, Die KYC-Verifizierung hatte ich abgeschlossen. Jedoch sehe ich gerade, als ich mein neues Bank-Konto seit mehreren Monaten "Auf Überprüfung" ist. Das Konto habe ich bereits vor längerer Zeit gewechselt und auch eine Auszahlung hatte bereits funktioniert.

Vielen Dank und viele Grüße

Hello, I'm back again. I just wrote to ICE Casino support again after 7 emails remained unanswered. The same "answer" as always:

"Thank you for waiting! Information about your transactions has been forwarded to Finance for clarification. It may take some time to process and resolve."

This seems to be the standard response from this casino...

Hallo, ich melde mich nochmal zurück. Ich habe gerade erneut dem Support von ICE Casino geschrieben, nachdem nun 7 Mails unbeantwortet blieben. Die gleiche "Antwort" wie immer:

"Danke fürs Warten! Informationen zu Ihren Transaktionen wurden zur Klärung an die Finanzabteilung weitergeleitet. Die Bearbeitung und Lösung kann einige Zeit in Anspruch nehmen."

Das scheint die Standard-Antwort dieses Casinos zu sein...

Thank you very much, MorlaCore, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 in the near future.

Dear MorlaCore,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite IceCasino representative to join this conversation.

Dear IceCasino, could you please provide more information about this case?

Looking forward to your reply.

Hello Katharina,

Thank you very much for taking over. I am curious to see if there will be a response. I have now written 10 (!) emails to support without getting a single response...

Best regards

Hallo Katharina,

vielen Dank für's übernehmen. Ich bin gespannt ob nun eine Rückmeldung kommen wird. Ich habe mittlerweile 10 (!) E-Mails an den Support geschrieben. Ohne nur eine Antwort zu bekommen...

Viele Grüße

Dear MorlaCore

We just received the confirmation from the PSP, that the transaction d984fdd0-59f5-4e86-99f5-9270cf4ae229 will be returned to your gaming balance soon. Thank you for cooperation on that!

Re 71dc235b-da2b-40fd-ba7a-ce3cea45d889, have you provided the statement in PDF yet?

Regards

Good day,

I confirm the receipt of €1,106.37 in my player account.

Regarding 71dc235b-da2b-40fd-ba7a-ce3cea45d889: What kind of PDF do you need? This is the first time I've heard that...

Best regards

Guten Tag,

ich bestätige den Eingang der 1.106,37 € auf meinem Spieler-Konto.

Zu 71dc235b-da2b-40fd-ba7a-ce3cea45d889: Was für ein PDF benötigen Sie denn? Das höre ich gerade zum ersten Mal...

Viele Grüße

Dear MorlaCore

This is a reminder from today:

This is the request from Feb 23:

Thank you for your cooperation!

Regards

Hello,

I can provide you with the bank statement at any time. Where can I send it? Nothing is displayed in my login.

Thank you and best regards

Hallo,

den Kontoauszug kann ich Ihnen gern jederzeit zur Verfügung stellen. Wohin darf ich diesen senden? Bei mir im Login wird nichts angezeigt.

Danke und viele Grüße

Dear MorlaCore

Please provide the requested file by replying to e-mail or contact support.

Regards

Hello,

I have just emailed my latest bank statement to sent.

If you also need the additional sales after the last billing period, I would have to do this via screenshot.

Best regards

Hallo,

ich habe meinen aktuellsten Kontoauszug gerade per E-Mail an support@icecasino.com gesendet.

Sollten Sie auch die weiteren Umsätze nach dem letzten Abrechnungszeitraum benötigen, müsste ich dies per Screenshot machen.

Viele Grüße

Dear MorlaCore,

thanks for the update.

Dear IceCasino,

have you received the requested documents, please? Is there anything else you may require?

Hello,

I confirmed the receipt of the remaining money in my player account. My case is now solved and I thank you very much. 🙂

Best regards

Hallo,

ich bestätigte den Eingang des restlichen geldes auf meinem Spieler-Konto. Somit ist mein Fall gelöst und ich bedanke mich vielmals. 🙂

Viele Grüße

Dear MorlaCore,

thanks for the update.

Do I understand correctly you do not want to proceed further with a withdrawal, please?

Hello Katharina,

Yes, I would like to make the withdrawal. I have already requested the withdrawal of the money from IceCasino (via MiFinity, as there were problems with the checking account), but the withdrawal has not yet been processed and I am still waiting to receive the payment. If there are any problems here (which I hope not), I will be happy to let you know again.

Best regards

Hallo Katharina,

doch, die Auszahlung möchte ich durchführen. Ich habe bereits die Auszahlung des Geldes bei IceCasino beantragt (über MiFinity, da es beim Girokonto ja Probleme gab), die Auszahlung ist allerdings noch nicht final bearbeitet und ich warte noch auf den Erhalt der Auszahlung. Sollte es hier zu Problemen kommen (was ich nicht hoffe), gebe ich gern nochmals Bescheid.

Viele Grüße

Dear MorlaCore,

in that case, this complaint will remain open until confirmation of your fund's receipt is received.

Dear Katharina,

Thanks for the tip. I'll get back to you as soon as I receive the money. 🙂

Best regards

Liebe Katharina,

danke für den Hinweis. Dann melde ich mich, sobald das Geld bei mir angekommen ist, nochmals zurück. 🙂

Liebe Grüße

Hello, I have another question:

On March 5th, I instructed IceCasino to pay out the balance via MiFinity. On March 7th, the status changed to "being processed" - since then, nothing has happened (again). Due to the bad experience, I wanted to ask here whether it is "normal" that it takes another week. My first email to IceCasino support (before I opened this case) was on February 8th, 2024, after the balance didn't arrive for the first time... Since then, I've been waiting for my money... and to be honest, it's really starting to annoy me that nothing at this casino seems to take forever.

Thank you very much for your information in advance.

Hallo, ich habe nun doch eine weitere Rückfrage:

Am 5.03. habe ich IceCasino angewiesen, das Guthaben über MiFinity auszuzahlen. Am 7.03. änderte sich der Status in "wird verarbeitet" - seither passiert (wieder) nichts. Aufgrund der schlechten Erfahrungen wollte ich daher an dieser Stelle anfragen, ob das "normal" ist, dass das schon wieder eine Woche dauert. Meine erste E-Mail an den Support von IceCasino (also bevor ich diesen Fall eröffnet habe) ist bereits am 8.02.24 gewesen, nachdem das Guthaben zum ersten Mal nicht ankam ... Seither warte ich ja auf mein Geld ... und ehrlicherweise nervt es mich langsam extrem, dass bei diesem Casino ewig gar nichts passiert.

Besten Dank für eine Auskunft vorab.

Hello,

Now the money has been credited to my player account again without comment. And when I wanted to withdraw it for what felt like the 100th time, I'm suddenly expected to generate some kind of turnover, otherwise I'll be charged a commission. That wasn't the case before. And now I've reached the point where I feel cheated. I want a final clarification from the casino and my money today!

Hallo,

jetzt würde das Geld schon wieder ohne Kommentar auf mein Spieler-Konto aufgebucht. Und als ich es nun zum gefühlt 100 mal abheben wollte soll ich jetzt auf einmal noch irgendwelche Umsätze generieren, da sonst eine Provision fällig wird. Das war vorher nicht. Und nun ist der Punkt erreicht an dem ich mich betrogen fühle. Ich möchte heute eine finale Klärung des Casinos und mein Geld!

Hello MorlaCore

The commission has been voided.

Regards

Great, thank you very much! I've now requested another payout. I hope it works now. Otherwise, I'll soon be left with cash payment.

Best regards

Super, vielen Dank! Jetzt habe ich nochmals eine Auszahlung angefordert. Ich hoffe, es klappt nun. Sonst bleibt bald nur noch die Barzahlung.

Viele Grüße

Dear MorlaCore,

thank you for the updates you shared.

Dear IceCasino,

could you please ensure MorlaCore's withdrawal request is being processed?

Dear Katarina,

I hereby inform you that I have received all outstanding payments today! Thank you for your support. The case can be closed.

Best regards

Liebe Katarina,

ich teile mit, dass ich heute sämtlichen offenen Zahlungen erhalten habe! Ich bedanke mich für die Unterstützung. Der Fall kann geschlossen werden.

Viele Grüße

Dear Katarina

Please do let us know if we may be of any further assistance.

Regards

Dear MorlaCore,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru