IceCasino - El retiro del jugador se retrasa debido al bloqueo de su número de teléfono móvil.

I can't withdraw my balance because they won't change my mobile number. I created my account over a year ago and have been playing there ever since. I've since lost access to the mobile number I originally provided. Recently, I can no longer withdraw funds without verifying my old number. So I contacted support to switch to my new number. They told me they won't change my number until my balance reaches €0 and that I should continue playing. This is fraud! I have no way to withdraw my money if my number isn't changed, and if I follow their advice and keep playing, I can only lose money, right? I'm appalled by their fraudulent practices.

Ich kann mein Guthaben nicht auszahlen, weil sie meine Handynummer nicht ändern wollen. Ich habe vor über einem Jahr meinen Account erstellt und seitdem dort gespielt. Zu der Handynummer, die ich damals angegeben hatte habe ich mittlerweile den Zugang verloren. Seit kurzem kann ich nicht mehr auszahlen, ohne meine alte Handynummer zu verifizieren. Also habe ich den Support kontaktiert um zu meiner neuen Nummer zu wechseln. Dieser hat mir nun gesagt, dass sie meine Nummer erst ändern werden wenn mein Guthaben 0€ beträgt und ich weiter spielen soll. Das ist Betrug, ich habe keine Möglichkeit mein Geld auszuzahlen wenn meine Nummer nicht geändert wird und wenn ich deren Ratschlag folge und weiter spielen, kann ich ja auch nur verlieren?? Ich bin entsetzt von deren betrügerischen Maßnahmen..

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear flochefe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of your balance.

To better understand your situation, could you please provide more details by answering the following questions?

• When did you last attempt to withdraw funds?
• Have you received any confirmation or response from the support team regarding your request to change your mobile number?
• Have you tried to verify your identity in any other way?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Greetings,

According to our records, the withdrawal request is scheduled to be paid.

Kind regards

Hello,

Ice Casino confirmed my mobile number yesterday and I was able to request a withdrawal. I'm just waiting for it to be processed.

Hallo,

Ice casino hat gestern meine Handynummer bestätigt und ich konnte eine Auszahlung beantragen. Ich warte jetzt nur noch bis diese bearbeitet wird.

Thank you both for the update.

I would like to ask flochefe whether there are any further updates regarding the payment or if the withdrawal has already been successfully processed?

Thank you for reply and cooperation.

Dear flochefe,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru