IceCasino - El jugador aún no ha recibido las ganancias.

Hello everyone,

I have been playing at this casino for several years.

Now I've made a profit of €24,000.

After that the problems started, I was supposed to verify myself again, after I did that I made a withdrawal request.

This was processed and then my account was blocked and the support tells me the money will be deducted.

Player ID- 39634172

Hallo Zusammen,

ich spiele in diesem Casino bereits mehrere Jahre.

Nun habe ich einen Gewinn von 24.000€ gemacht.

Danach fingen die Probleme an, ich sollte mich nochmals verifizieren, nach dem ich das tat stellte ich eine Auszahlungsanfrage.

Diese wurde bearbeitet und anschließend wurde mein Account gesperrt und der Support sagt mir das Geld wird abgezogen.

Spieler ID- 39634172

Dear Persi98,

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

Hello,

It's about the casino claiming that I had violated the bonus terms and therefore didn't want to pay out my winnings and blocked my account.

Hallo,

es geht darum das das Casino behauptet ich hätte gegen Bonusbedingungen verstoßen und deshalb meinen Gewinn nicht auszahlen möchte und meinen Account gesperrt hat.

Dear Persi98

On behalf of IceCasino, I'd like to apologize, there's been a terrible mistake. There is no violation of any terms.

Your account is unblocked and you may freely request the winnings!

Congratulations!

Best regards,

Alexander

Many thanks for the quick response.

The account is free again! I would like to leave the case open until the winnings have been paid out.

Best regards

Pascal

Vielen Dank für die schnelle Antwort.

Das Konto ist wieder frei! Ich würde gerne noch den Fall offen lassen, bis der Gewinn auch ausgezahlt wurde.

Mit freundlichen Grüßen

Pascal

Hello everyone,

€20,000 has already been paid out.

I kept playing with the remaining €4000 until I had €16,000 again.

now my score is 0€ without playing!

can you explain that to me?

Best regards

Hallo zusammen,

es sind bereits 20.000€ ausbezahlt.

mit den restlichen 4000€ habe ich weiter gespielt bis ich wieder 16.000€ hatte.

nun ist mein Spielstand auf 0€, ohne das ich gespielt habe!

können sie mir das erklären ?

mit freundlichen Grüßen

I have the feeling that because of my winnings, the casino is trying to interpret everything in such a way that my winnings are not paid out to me.

Ich habe das Gefühl, dass das Casino aufgrund meines Gewinnes Versucht alles so auszulegen, das man mir meine Gewinne nicht auszahlt.

Has done, the case can be closed!

Hat sich erledigt, der Fall kann geschlossen werden !

Dear Persi98,

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