IceCasino - El jugador enfrenta retrasos en los retiros.

On July 27, 2025, I deposited €50 via paysafecard at Icecasino and won €1,000 in my first game. After a few hours, I requested a withdrawal of €800. I had played there before and immediately completed the verification process, providing my ID, bank card, proof of income, and even my bank details. After I requested a withdrawal, it took three days for support to contact me and request a bank statement! I then explained that I always pay with paysafecard and, of course, the debit isn't on my bank statement, but no one there cares! I then sent a screenshot of Skrill and Paysafecard, and everything was rejected. I'm always told they want a bank statement! I can't get any further on my own.

Ich habe am 27.07.25 im Icecasino 50 Euro über paysafecard eingezahlt und habe im ersten Spiel 1000 Euro gewonnen und nach einigen Stunden habe ich bei 800 Euro um Auszahlung gebeten. Ich hatte vorher schon mal dort gespielt und direkt die Verifizierung durchgeführt bzw meinen Ausweis, meine Bankkarte, Einkommensnachweis und sogar meine Bankverbindung angegeben . Nachdem ich um Auszahlung gebeten habe, vergingen erstmal 3 Tage bis der Support sich gemeldet hat und einen Kontoauszug verlangt hat! Ich habe dann mitgeteilt das ich immer! Mit Paysafecard zahle und natürlich die Abbuchung nicht auf meinem Kontoauszug ist, interessiert dort aber Keinen! Ich habe dann einen Screenshot von Skrill und Paysafecard geschickt und alles wurde abgelehnt, es wird mir immer mitgeteilt sie wollen einen Kontoauszug ! Ich komme alleine nicht mehr weiter

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to help clarify your situation:

• Have you received any explanation from the casino as to why your proof of deposit was rejected?
• Did you submit the PaySafeCard statement in the correct format? Does the document include all the necessary information for verification, such as your name, date, and transaction details?
• Have your other documents been approved during the KYC process?
• Have you made only one deposit to this casino so far?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

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Thank you for your patience, and stay safe.

Dear dodimaus66

According to our records, you made a deposit via bank transfer at 20.07.2025 17:36:28 (UTC)

Thus, the KYC is not yet completed.

Kind regards

Hello, first of all thanks for the help!

To 1) No, the casino always sends a standard email asking me to send a bank statement

To 2) yes I sent everything via screenshot

To 3) my EC card, one page of my photo ID, my address and my source of assets were approved

4) No, I had already made a deposit a few days earlier, but via Sofortüberweisung. This was my first deposit, and I had immediately sent everything for verification.

Hallo , erstmal danke für die Hilfe!

Zu 1) Nein das Casino schickt immer Standard Email ich solle einen Kontoauszug schicken

Zu2) ja habe alles per Screenshot geschickt

Zu3) meine EC Karte, eine Seite meines Lichtbildausweisses, meine Adresse sowie meine Vermögensherkunft wurden genehmigt

Zu4) Nein ich hatte einige Tage vorher schon mal eine Einzahlung allerdings über Sofortüberweisung. Dies war meine Ersteinzahlung und ich hatte direkt alles zum verifizieren geschickt.

Dear IceCasino representative,

Thank you for reaching out to us and providing more details about the player's issue.

Dear player,

Could you please confirm if you deposited money into the casino on 20 July 2025? If so, please forward me the proof of deposit (deposit receipt and the confirmation email from the casino), at veronika.f@casino.guru.

Hello everyone,

I emailed Veronika five days ago, as requested. Ice Casino still hasn't activated my verification, let alone approved my withdrawal.

Hallo Zusammen,

Ich hatte vor 5 Tagen, wie gewünscht, Veronika per Email geschrieben. Ice Casino hat meine Verifizierung immer noch nicht freigeschaltet, geschweige denn meine Auszahlung genehmigt.

Thank you for your email. Could you please specify if you sent a PDF document of your Sofort payment from 20 July to the casino as your proof of deposit?

Hello,

No, a screenshot. They're no longer complaining about that. I'm 75% verified, but apparently 25% is missing from my ID! But I sent it from all sides 14 days ago and even took a photo of me holding it in my hand. It's just pure harassment now!

Hallo,

Nein ein Screenshot, mittlerweile beanstanden sie das nicht mehr , ich bin zu 75 % verifiziert, 25 % fehlen angeblich bei meinem Ausweis! Diesen habe ich aber vor 14 Tagen von allen Seiten geschickt und ein Foto sogar wo ich ihn in der Hand halte. Es ist jetzt nur noch reine Schikane!

Please forward me the document that is still pending verification at veronika.f@casino.guru. Kindly include the most recent communication between you and the casino regarding the verification of your account as well.

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

Dear dodimaus66,

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,

Veronika