IceCasino - O jogador afirma que o seu pagamento foi atrasado.

Hello, I submitted a withdrawal request which was accepted and began processing. However, after some time, my account was blocked without any explanation. As soon as I found out about the blockage, I wrote to the manager. He replied that I allegedly created duplicate accounts, so my funds were blocked and subsequently removed from my account. And, the manager blatantly wrote, "You will not receive a payout." I asked for proof of my creating a duplicate account, but I received no evidence other than "We do not provide evidence". I DID NOT CREATE ANOTHER ACCOUNT. I have been playing at this casino for over a year and always received my payouts. Moreover, the day before this incident, I withdrew 1200 USD and no one mentioned a problem with my account. If I had known about the problem, I would not have asked for a payout until it was resolved. Now it seems my funds are lost and no one wants to return them, even though I am a 5th-level VIP client on this site. The amount in question is 85000 Zloty (20691 USD). Thank you very much. I'm counting on your help.

Здравствуйте,была подана заявка на вывод средств,заявку приняли и начали обрабатывать,после некоторого времени аккаунт заблокировали без объяснений причины,как только мной было обнаружено блокировка написал менеджеру на что он ответил что мной был якобы создан дубликат аккаунта и поэтому деньги с моего счета заблокированы а в дальнейшем вовсе сняты со счета и менеджер прямым текстом написал «Выплату вы не получите»,на что я попросил предоставить доказательство того что мной был создан аккаунт на что никаких доказательств кроме «Мы не предоставляем доказательства» я не получил,хотя МНОЙ НЕ БЫЛ СОЗДАН ДРУГОЙ АККАУНТ,я играю в этом казино больше года,выплаты приходили всегда,мало того за день до этого инцидента я выводил деньги 1200 usd и никто не сказал ни о какой проблеме с аккаунтом,если бы я знал о проблеме то не стал бы просить выплату до решения этой проблемы,а сейчас получается что деньги потеряны и возвращать их никто не хочет,хотя у меня на этом сайте статус VIP клиента 5-го уровня,речь идет о сумме 85000 злот (20691$).Спасибо большое и надеюсь на вашу помощь,

Dear LashaGaldava,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The account does not belong to me, I gave consent.

Аккаунт принадлежит не мне,согласия давал я.

The phone number is not mine either!

Номер телефона тоже не мой!

I would like my account to be unblocked and all duplicate accounts removed so that there would be no such problems in the future!

Я бы хотел что бы мой аккаун разблокировали и всё дублирующие аккаунты были удалены что бы в дальнейшем не было таких проблем!

Hello, when will my account be unlocked?

Здравствуйте,когда разблокируется мой аккаунт?

Good afternoon, the account can be unblocked after your repeated consent to debit funds. Further - you can play without obstacles.

With uv.

IceCasino

Добрый день, аккаунт может быть разблокирован после повторного вашего согласия на списание средств. Далее - можете играть без препятствий.

С ув.

IceCasino

I agree to the debit, as I understand that no one will return the money to me?!

Я согласен на списание,так как деньги я так понял мне никто не вернет?!

Dear LashaGaldava

You violated the terms and conditions of the casino. The condition according to which you can continue the game is debiting funds.

Once again, do you agree to debit funds to continue playing at the casino?

With uv.

IceCasino

Уважаемый LashaGaldava

Вы нарушили правила и условия казино. Условие, согласно которому вы сможете продолжить игру - списание средств.

Еще раз уточняем, вы согласны на списание средств для продолжения игры в казино?

С ув.

IceCasino

Yes, I agree with the withdrawal.

Да я согласен со списанием средств.

Dear player

Your account was unlocked, you may continue using our services.

The duplicating account was permanently blocked.

Please kindly let CasinoGuru know if the complaint may now be closed.

Kind regards

Hello everyone,

Thank you both for your replies.

LashaGaldava, can we now consider this case resolved?

It's possible

Да,можно

Dear LashaGaldava,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru