IceCasino - O levantamento dos prémios dos jogadores está atrasado.

On June 9, 2025, I made a withdrawal of €200 (won with real money). It was successfully processed the same day. As of today (June 12, 2025), I still don't have my winnings in my account. I keep getting fobbed off with the words: "Payment can take up to 72 hours." I forwarded your request to our finance department. They said they would contact me via email. (That hasn't happened yet either!!)

Bank statements from my account are available!

With other withdrawals, I had it in my account the same day or one day later.

Ich habe am 9.6.25 eine Auszahlung von 2x 200€ getätigt(Gewonnen mit Echtgeld!) Es wurde am gleichen Tag noch erfolgreich bearbeitet. Bis heute (12.6.25) habe ich meinen Gewinn nicht auf meinem Konto. Ich werde immer wieder vertröstet mit den Sätzen: Auszahlung kann bis 72 Stunden dauern.Ich habe ihr Anliegen an unsere Finanzabteilung weiter geleitet.Die würden sich bei mir per Email melden. (Das ist bis jetzt auch noch nicht passiert!!)

Kontoauszüge von meinem Konto liegen vor!

Bei anderen Auszahlungen hatte ich es am gleichen Tag oder einen Tag später auf meinem Konto.

Dear Anonym80,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

It's never taken this long before. I've been verified with the casino for ages! They told me it could take up to 72 hours. The 72 hours are long gone!

So lange hat es noch nie gedauert. Ich bin schon ewig verifiziert bei dem Casino! Man schrieb mir bist zu 72 Stunden kann es dauern. Die 72 Stunden sind schon lange um!

Dear Anonym80

Please kindly specify the disputed transaction ID for us to investigate.

Sorry about the trouble.

Regards

Dear Anonym80

The transactions were rejected, the money was returned onto the account.

Please kindly make a new withdrawal request.

Kind regards

Dear IceCasino, thank you for the information provided.

Dear Anonym80, we would appreciate it if you could confirm once the funds have been received.

I made the withdrawal again. The money was in my account within 2 hours! Thank you very much.

Habe die Auszahlung nochmals getätigt. Geld war binnen 2 Stunden auf meinem Konto ! Vielen Dank.

Dear Anonym80,

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,

Dominika