IceCasino - La retirada del jugador se ha retrasado.

On June 4, 2026, I requested a PLN 400 withdrawal from ICE Casino. The withdrawal was marked as "successful," but as of June 14, 2026, the funds had not been received.

After a few days, I contacted customer service to explain the situation. I received only generic responses about "waiting" and "being patient," with no specific information regarding the status of my payment.

I was then informed that the matter had been transferred to another financial department, but I haven't received any further details or updates since then. Despite repeated inquiries, the casino has been unable to clarify what exactly is happening with my withdrawal.

Currently, there is no transparent information whatsoever, and all communication is limited to repeated generalities.

I expect:

explanation of payment status

indication of the reason for the delay

withdrawal of funds in the amount of PLN 400

the casino's obligation to provide specific communication regarding

The case is taking too long for standard withdrawal processing times and remains unresolved despite repeated attempts to contact support.

W dniu 4 czerwca 2026 r. zleciłam wypłatę środków w wysokości 400 zł w ICE Casino. Wypłata została oznaczona jako „sukces", jednak do dnia 14 czerwca 2026 r. środki nie zostały otrzymane.

Po kilku dniach skontaktowałam się z obsługą klienta w celu wyjaśnienia sytuacji. Otrzymywałam wyłącznie ogólne odpowiedzi, że mam „czekać" oraz „być cierpliwa", bez żadnych konkretnych informacji dotyczących statusu wypłaty.

Następnie poinformowano mnie, że sprawa została przekazana do innego działu finansowego, jednak również od tego momentu nie otrzymałam żadnych szczegółów ani aktualizacji. Mimo ponawianych zapytań, kasyno nie jest w stanie wyjaśnić, co dokładnie dzieje się z moją wypłatą.

Obecnie brak jest jakiejkolwiek transparentnej informacji, a cała komunikacja ogranicza się do powtarzanych ogólników.

Oczekuję:

wyjaśnienia statusu wypłaty

wskazania przyczyny opóźnienia

wypłaty środków w wysokości 400 zł

zobowiązania kasyna do konkretnej komunikacji w sprawie

Sprawa trwa zbyt długo jak na standardowe czasy realizacji wypłat i pozostaje nierozwiązana mimo wielokrotnych prób kontaktu z supportem.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Thank you very much in advance for your reply.

Best regards,

Attila

I had my winnings paid out, the kyc verification has been processed for a long time now, I don't remember if it was from a bonus or not, if even from a bonus, since the withdrawal was ordered, I met the bonus conditions and withdrew the main funds

Miałam wypłacane wygrane weryfikacja kyc jest rozpatrzona już bardzo dawno wygrana nie pamiętam czy z bonusu czy nie jeśli nawet z bonusu skoro została zlecona wypłata spełniłam warunki bonusowe i wypłacilam środki główne

I am asking for an urgent explanation of the situation, thank you.

Bardzo proszę o pilne wyjaśnienie zaistniałej sytuacji dziękuję

There is no option to attach a photo in the response to confirm kyc verification

W odpowiedzi nie ma opcji załączenia zdjęcia by potwierdzić weryfikację kyc

Dear Karolinakrzyskow

Sorry to hear about your problem.

Please kindly specify the disputed transaction ID.

Regards

Dear IceCasino Team, thank you for your response.

Dear player, thank you for your replies. Could you please address the casino's request?

Thank you in advance for your cooperation.

Dear player,

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.

have already provided the casino with the requested transaction details.

However, my issue is still unresolved. I have still not received my withdrawal of 400 PLN, requested on 4 June.

I kindly ask the casino to investigate this matter and provide an explanation of what happened to my withdrawal and when I will receive the funds.

Thank you.

Dear [Redacted]

We can confirm your request was forwarded to the PSP, we are expecting the answer soon.

Your patience is appreciated.

Regards

Dear IceCasino Team,

Thank you for your response.

Do you have any updates for us in relation to the transaction?

Thank you in advance for your reply.

Greetings,

The provider is still checking.

We will inform you when we receive an answer from them.

Regards

Dear Player,

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,
Attila
Casino.Guru

We’ve reopened this complaint at the request of the Player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Player, could you kindly provide us with an update on the current situation?

Thank you in advance for your response.

Resolved thanks

Dear Player,

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,

Attila Gorkij

Casino.Guru