IceCasino - O jogador ainda não recebeu os seus prémios.

Hello CasinoGuru Team,

I am opening an official complaint against Ice Casino regarding a stuck withdrawal of 500 PLN requested on August 14, 2026.

The withdrawal has been stuck in "Processing" status for 12 days. I have no option to cancel it in my player profile. Interestingly, all my subsequent deposits and withdrawals made after August 14 were processed and received successfully to my Revolut account within 2 days. This proves that there is no issue with my account verification or payment methods.

I contacted the VIP Manager and the complaints department. Today, Ice Casino officially replied to my email, admitting that this is a technical error on the payment provider's side and that they are unable to cancel or push this transaction manually from their standard support panel. They explicitly directed me to open a dispute here on CasinoGuru to resolve this issue.

Since my Revolut account is fully active, verified, and ready to receive funds, the issue lies 100% in Ice Casino's database loop. I request the casino to manually reject this stuck transaction so the funds return to my balance, or process the payment immediately via an alternative route.

Thank you for your

mediation.

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Dear Agnieszka1981,

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

Thank you, Jean. Please note that I have already attached a screenshot of the official email from Ice Casino support received today. In that email, the casino explicitly admitted that this is a 100% technical database error on their payment provider's side ("stuck transaction") and they cannot fix it manually. They specifically directed me to open this complaint on CasinoGuru so your team can contact them and push their legal/tech department to reject or force the transaction. Thank you for your help!

Dear Agnieszka1981

Sorry to hear you faced issues. Can you please provide your account ID since we are unable to find your gaming account via e-mail within the complaint.

Thank you!

Regards

My login email address at Ice Casino is: [redacted]

My Player ID : [redacted]

Thank you for the quick response, I look forward to resolving this stuck transaction.

Dear IceCasino,

Thank you for joining us. We look forward to your help in solving the stuck transaction.

Best regards,

Jean

Dear Agnieszka1981

Please let us know when the money hit your bank account.

Regards

Hello, the funds have not yet arrived at my Revolut account. I will monitor my balance and inform you as soon as the money hits my account.

Regards.

Hello, I have checked with my bank support today. They confirmed that there is no pending or rejected transfer on my account. The funds must be still processed by your payment operator. Please provide the official transfer confirmation (receipt) with the exact date and method of sending.

Hello,

I would like to update you on my situation.

As agreed, Ice Casino was supposed to re-send my withdrawal of 500 PLN (which is being processed via a payment gateway in EUR to my Revolut account with a Lithuanian IBAN) last Thursday.

Unfortunately, as of today, the money has still not arrived in my account. It has been several business days since the casino reportedly re-sent the transfer, and there is no trace of it – it is not showing up as "pending" or held by my bank.

Could you please ask Ice Casino to provide the official payment confirmation (PDF receipt) or the ARN (Acquirer Reference Number) for this specific transaction? Without this, my bank cannot track the funds on their end.

Thank you for your ongoing help with this complaint

Dear Agnieszka1981

Please kindly request teh ARN via support.

Thank you for understanding.

Regards

Thank you for the clarification. I understand now. I will contact Ice Casino support directly via live chat right away to request the ARN number and the PDF confirmation. I will update you here as soon as I receive it.

I have just contacted Ice Casino support via live chat as requested. The agent informed me that my request for the ARN number/PDF receipt has been forwarded to the financial department, and I am now waiting for their email response. I will update you as soon as I hear from them.

Hello Jean,

I would like to provide an important update and further evidence regarding my case.

As you can see in the attached official Revolut PDF statement from today, September 3rd, my latest withdrawal of 400 PLN was processed via FLUXPAY LTD in EUR (92.45 €) and arrived in my account almost instantly this morning.

This is already the third successful withdrawal in the last 24 hours (following yesterday's two separate 300 PLN payments via the same provider). All of them arrived perfectly on my Lithuanian IBAN without any delays. Meanwhile, there is still absolutely no trace of the missing 500 PLN withdrawal from August 27th, and the casino's financial department has failed to send the promised ARN number to my email.

This is undeniable proof that:

My Revolut bank account is working perfectly and does not block any incoming transfers from this casino.

The missing 500 PLN withdrawal is trapped or intentionally withheld solely due to an internal error or delay on Ice Casino's end.

I kindly ask you to pressure them to release the official ARN 

Thank you, Jean.

Dear Agnieszka1981

Can you please specify the disputed transaction ID?

Thank you in advance!

Regards

Hello,

Here is the exact Transaction ID for the missing withdrawal:

5b7d46e1-28d5-414e-92e4-c197880fea1a

Please note that this is the re-sent payment from August 27th (which was originally standard withdrawal from August 14th). Please forward this ID to your financial department so they can provide the official payment confirmation or the ARN number.

Thank you.

Dear IceCasino,

We will wait for your update.

Hello Jean,

I would like to provide another brief update and add a new screenshot from today, September 4th.

I have just received a new, successful withdrawal of 69.48 € from Ice Casino, which arrived almost instantly. This time, the payment was processed via DOMUS PAYMENT SOLUTIONS.

Combined with my previous updates regarding FLUXPAY LTD, this is absolute proof that my Lithuanian Revolut IBAN has no technical issues or bank blocks whatsoever with any of the payment gateways used by Ice Casino. Every new transaction is processed and credited to my account within an hour.

Therefore, the ongoing delay with the 500 PLN withdrawal from August 27th (ID: 5b7d46e1-28d5-414e-92e4-c197880fea1a) remains an isolated issue on the casino's or their specific operator's side. If the casino's financial department cannot provide the official ARN number or proof of payment for this transaction, I kindly request that these funds be returned to my casino player balance. This way, I can simply withdraw the money again using their currently working payment methods.

Thank you.

Hello Jean,

Ice Casino just sent me an email claiming that my withdrawal was successful, but they are trying to mislead us by providing a receipt for a completely different, old transaction from three weeks ago.

The receipt they attached (which I have uploaded here) is for 116.08 EUR from August 17th, 2026 (Payout ID: 20b27536-d130-48b7-ba6f-4496f93e37ee). This has absolutely nothing to do with the missing 500 PLN withdrawal from August 27th, 2026 (ID: 5b7d46e1-28d5-414e-92e4-c197880fea1a), which was originally requested on August 14th and re-sent later.

I am ready to provide my official bank statements to prove that the August 27th transaction never arrived. The casino is clearly stalling and avoiding providing the real ARN number or PDF receipt for the correct transaction. Please do not accept this old document as proof. I am still missing my 500 PLN.

Thank you, Jean.

Dear Agnieszka1981

Nobody is trying to mislead you, the agents provided you with the proof of payout re the requested (disputed) transaction ID. Please specify the new disputed transaction ID to the support and they will request the PSP.

Regards

Dear IceCasino Representative,

Thank you for your reply.

The exact disputed transaction ID that received a "Success" status on August 27, but never arrived on my Revolut account, is:

5b7d46e1-28d5-414e-92e4-c197880fea1a

Please forward this specific ID to your payment service provider (PSP) to request a proper MT103 document / GPI code for this transfer, or check why the funds were blocked. If the PSP cannot locate the funds, please reject the transfer and return the 500 PLN back to my casino balance.

Regards,

Agnieszka

Dear IceCasino Representative,

Let's be absolutely clear: this is STILL THE EXACT SAME transaction that this whole complaint has been about from the very beginning of our conversation! I am not changing anything and there is no "new" transaction ID.

The problem is that your agents sent me a receipt for a completely different transaction from August 17 to confuse everyone. I have been requesting the verification of the transfer from August 27 (originally requested on August 14) from day one.

Here is the one and only disputed ID:

5b7d46e1-28d5-414e-92e4-c197880fea1a

Stop creating chaos, take this number, forward it to your PSP, and find out where my 500 PLN is.

Regards

Dear Agnieszka1981

The amount was returned to your gaming account.

Please kindly confirm, and sorry for the inconveniences caused.

Regards

Dear Jean,

I am very happy to confirm that the funds have safely arrived on my Revolut account via Domus Payment Solutions (+115.79 EUR) just a few minutes ago. After checking my bank statement, the mathematical balance is now perfectly correct.Thank you so much for your professional assistance, your patience, and for keeping this complaint open. Your presence here was crucial to solving this issue, and I truly appreciate the work you do for the player community. This case can now be officially closed as successfully resolved.

Dear IceCasino Representative,

Thank you for finally returning the blocked funds back to my gaming balance, which allowed me to request a new withdrawal that arrived within minutes through a working payment gateway.While I appreciate the final resolution, please understand that accuracy and proper communication from your support agents are extremely important. I was never trying to mislead anyone; I was simply requesting a verification of the specific transaction that was lost. I hope this case serves as a good reference for your financial team to check transaction IDs and dates more carefully in the future.

Regards,Agnieszka

Dear Agnieszka1981,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Jean

Casino.Guru