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

Hello, Casino.Guru team.

I would like to report an unjustified delay in the payment of my winnings at Ice Casino. My account is fully verified (KYC approved) and I have no outstanding bonuses.

History of the situation:

On 07/12/2025, I requested a withdrawal which the casino paid out piecemeal ("in droppers") in 8 transfers of €450 each.

On 13/12/2025, I requested a new withdrawal of €11,650.

Of this new request, the casino has already processed a portion of €2,500, which shows that there are no technical or verification impediments for large amounts.

The problem:

There is currently a balance of €9,150 left to be paid out. Based on the recent payment history of €2,500, I demand that the casino finalize the payment of the remaining balance following the same structure:

3 transfers of €2,500

1 final transfer of €1,650

More than 10 days have passed since the main request and the support offers only generic answers. As the casino has already proven its ability to send installments of €2,500, I don't accept any further delays or a return to the €450 reduced payment method.

I request Casino.Guru's mediation so that Ice Casino provides an exact timeline for these remaining 4 transfers.

​Olá, equipe do Casino.Guru.

​Gostaria de reportar um atraso injustificado no pagamento dos meus ganhos no Ice Casino. Minha conta está totalmente verificada (KYC aprovado) e não possuo bônus pendentes.

​Histórico da situação:

​No dia 07/12/2025, solicitei um saque que o casino pagou de forma fragmentada ("a conta-gotas") em 8 transferências de €450 cada.

​No dia 13/12/2025, solicitei um novo saque de €11.650.

​Deste novo pedido, o casino já processou uma parcela de €2.500, o que demonstra que não há impedimentos técnicos ou de verificação para valores elevados.

​O Problema:

Atualmente, resta um saldo de €9.150 a ser pago. Com base no histórico recente de pagamentos de €2.500, exijo que o cassino finalize o pagamento do saldo restante seguindo a mesma estrutura:

​3 transferências de €2.500

​1 transferência final de €1.650

​Já se passaram mais de 10 dias desde o pedido principal e o suporte oferece apenas respostas genéricas. Como o cassino já provou ter capacidade de enviar parcelas de €2.500, não aceito mais atrasos ou o retorno ao método de pagamentos reduzidos de €450.

​Solicito a mediação do Casino.Guru para que o Ice Casino forneça um cronograma exato para estas 4 transferências restantes.

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Dear Santostom,

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

Dear Santostom,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello attila! My first request was already made on December 7th as I explained in the complaint! I received 4 or 5 withdrawals of 450e and then they restricted the account to add a selfie to the KYC. After everything was done, they sent 3 or 4 more, then sent one for 2500e! Desperately and without warning they stopped sending transfers 3 days ago.... there is still 9150e to withdraw.

If payments have already been made after completing the KYC, I don't understand why they won't transfer my winnings at once! Or make a payment schedule.

Ola attila! O meu primeiro pedido ja foi feito no dia 7 de Dezembro como expliquei na reclamaçao! Recebi 4 ou 5 levantamentos de 450e e depois restringiram a conta para acrescentar uma selfi ao KYC. Depois de tudo concluido tornaram a mandar mais 3 ou 4, de seguida mandaram uma de 2500e! Enesperadamente e sem aviso deixaram de mandar transferencias faz 3 dias.... ainda falta 9150e para levantar.

Se ja foi feito pagamemtos depois de concluir o KYC nao percebo porque nao transferem de uma vez os meus ganhos! Ou entao fazer um cronograma de pagamentos..

I think it's bad practice for them to restrict my account and still have the balance available to play with after I've already asked them to withdraw it....

I have screenshots of everything I need to resolve this complaint

Acho que é uma má pratica terem restrito a minha conta e mesmo assim ter o saldo disponivel para jogar depois de ja ter sido pedido para efetuarem o levantamento....

Tenho prints de tudo o que precisar para resolver esta reclamaçao

Dear Santostom, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila G.

Good afternoon team! I'm attaching a printout with the date of the last withdrawal (December 25th) and the date of the last withdrawal request (December 13th). The method is by transfer and I have already received a successful transfer but then they stopped sending it because they say they have 14 working days to pay.

Boa tarde equipa! Envio em anexo print com a data do ultimo levantamento (dia 25 de dezembro) e com a data do ultimo pedido de saque (dia 13 de Dezembro). O metodo é por transferencia e recebi ja uma vez uma transferencia com exito mas depois deixaram de mandar porque dizem que têm 14 dias uteis para pagar.

Good afternoon team! I have attached a printout with the date of the last withdrawal (December 25th) and the date of the last withdrawal request (December 13th). The method is by transfer and I have already received a successful transfer but then they stopped sending it because they say they have 14 working days to pay.

Boa tarde equipa! Envio em anexo print com a data do ultimo levantamento (dia 25 de dezembro) e com a data do ultimo pedido de saque (dia 13 de Dezembro). O metodo é por transferencia e recebi ja uma vez uma transferencia com exito mas depois deixaram de mandar porque dizem que têm 14 dias uteis para pagar.

Dear Santostom, thank you for your response. Have you received any explanation for the delay? If so, could you please share your communication with the casino?

Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Good evening team! Please find attached prints of my contact with the casino! After that they made a transfer of 2500e on January 3rd of this year, but consequently stopped transferring again.... I also send the print of the transfer and the current balance

Boa noite equipa! Segue em anexo prints do meu contacto com o casino! Depois disso fizeram uma transferencia de 2500e no dia 3 de janeiro do presente ano, mas consequentemente deixaram de transferir de novo.... envio tambem o print da transferencia e do saldo atual

Hello team!

Today I again received a transfer of 2500e from ice casino, but today being the 14⁰ working day they had to complete the withdrawal of my funds, they decided to cancel the remainder of the withdrawal made on December 13.... I am left with 4150 euros! I made a new withdrawal request and they split it up into 450 euro transfers. It will take forever to receive my funds in full as ice casino does not have a payment schedule for my case.

Ola equipa!

Hoje voltei a receber uma transferencia de 2500e do ice casino, mas sendo hoje o 14⁰ dia util que eles tinha para comprir com o levantamento dos meus fundos, eles decidiram cancelar o restante do levantamento efectuado no dia 13 de dezembro.... resta-me receber 4150 euros! Eu voltei a fazer novo pedido de levantamento e eles parcelaram em transferencias de 450 euros. Levará uma eternidade para receber por completo os meus fundos uma vez que o ice casino nao tem um cronograma de pagamento para o meu caso.

Hello team!

Today I again received a transfer of 2500e from ice casino, but today being the 14⁰ working day they had to complete the withdrawal of my funds, they decided to cancel the remainder of the withdrawal made on December 13.... I am left with 4150 euros! I made a new withdrawal request and they split it up into 450 euro transfers. It will take forever to receive my funds in full as ice casino does not have a payment schedule for my case.

Ola equipa!

Hoje voltei a receber uma transferencia de 2500e do ice casino, mas sendo hoje o 14⁰ dia util que eles tinha para comprir com o levantamento dos meus fundos, eles decidiram cancelar o restante do levantamento efectuado no dia 13 de dezembro.... resta-me receber 4150 euros! Eu voltei a fazer novo pedido de levantamento e eles parcelaram em transferencias de 450 euros. Levará uma eternidade para receber por completo os meus fundos uma vez que o ice casino nao tem um cronograma de pagamento para o meu caso.

Subject: Update on my complaint - Documents submitted

"I would like to update you on my case. Following the casino's request for 'Source of Wealth' (SOF) documentation, I formally submitted my Wage Sheet by email to the finance department today.

This document clearly proves my financial capacity and the legal origin of my funds. I have already received partial payments in December and January, totaling approximately €9,000, and I am now waiting for the remaining €4,150.

The casino canceled my last withdrawal attempt instead of keeping it pending. I have asked them to validate this document immediately so that the final payment can be processed as soon as the February limit allows. I will not wager any of the remaining balance. I'm waiting for confirmation from the casino that my payslip has been accepted.

Assunto: Atualização sobre a minha queixa - Documentos submetidos

​"Gostaria de atualizar o meu caso. Seguindo o pedido do casino para documentação de 'Fonte de Riqueza' (SOF), submeti hoje formalmente a minha Folha de Vencimento por e-mail ao departamento financeiro.

​Este documento prova claramente a minha capacidade financeira e a origem legal dos meus fundos. Já recebi pagamentos parciais em dezembro e janeiro, totalizando aproximadamente 9.000€, e estou agora a aguardar o remanescente de 4.150€.

​O casino cancelou a minha última tentativa de levantamento em vez de a manter pendente. Solicitei que validem este documento imediatamente para que o pagamento final seja processado assim que o limite de fevereiro permitir. Não irei apostar nada do saldo restante. Aguardo a confirmação do casino de que a minha folha de vencimento foi aceite.

Dear Santostom, thank you for your response. Please let us know as soon as you have any updates in regards to the verification of your source of funds.

Thank you in advance for your reply.

Good team! ice casino replied with the following email....

Boas equipa! O ice casino respondeu com o seguinte mail....

Dear Santostom

Please let us know if your issue was resolved.

Regards

It was solved! I ended up spending 4150e

It was the worst casino I've ever played in

Foi resolvido sim! Acabei por gastar os 4150e

Foi o pior casino de sempre onde ja joguei

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Santostom,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

Dear Santostom, thank you for your reply. 

I am sorry to hear that, but I understand. Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.