IceCasino - Los retiros de los jugadores se han retrasado.

Hello, I requested a €550 withdrawal on May 5, 2025. It was supposedly sent to my bank account, but never arrived. After a long back and forth with support, the money was back in my player account on May 16, 2025, meaning it was never paid out. On May 7, 2025, I requested three more withdrawals: €400, €450, and €250. According to icecasino, these were also paid out to my bank account, but they never arrived. I can also prove this with bank statements. After writing to the casino every day to get proof of the payout, they sent me a document by email today. I took this document to my bank, and they said they couldn't find any such transfers and that the money was definitely not sent to my bank account. I reported this to icecasino support, who asked them to make sure I get my money. But they just say they paid it out, which isn't true. I've also suggested several times that if there were problems with the transfer, they could simply credit it back to my account so I can request another withdrawal or play with it, but this request has also been ignored. I'm asking for help solving this problem, because I'm just not getting anywhere. Attached is the document I received from Icecasino as proof of withdrawal, but as I said, my bank can't find any of these transfers.

Best regards

Hallo ich habe am 05.05.2025 550€ auszahlung beantragt diese wurde angeblich auf mein Bankkonto geschickt, kam aber nie an. Nach langem hin und her schreiben mit dem support befand sich das geld am 16.05.2025 wiederaufmeinem spielerkonto also wurde es auch nie ausbezahlt. Am 07.05.2025 habe ich 3 weitere Auszahlungen beantragt das waren 400€, 450€ und 250€ auch diese sind laut icecasino auf mein Bankkonto ausbezahlt aber sind nie bei mir angekommen, das kann ich auch gerne per Kontoauszüge nachweisen. Nach täglichem schreiben mit dem casino um einen Nachweis für die Ausbezahlung zu bekommen haben sie mir heute per E-mail ein Dokument gesendet. Mit diesem Dokument war ich auf meiner Bank und diese sagt das sie derartige überweisungen nicht finden können und das das Geld definitiv nicht an mein Bankkonto gesendet wurde. Dies habe ich dem support von icecasino mitgeteilt mit der Bitte sich darum zu kümmern das ich mein geld bekomme. Aber es heist nur sie haben es ja ausgezahlt was aber nicht stimmt. Ich habe auch mehrfach vorgeschlagen das wenn es probleme gab mit der überweisung das sie es einfach wieder meinem spielerkonto gutschreiben können so das ich erneut eine Auszahlung beantragen kann oder es eben spielen kann aber auch diese bitte wird einfach ignoriert. Ich bitte um hilfe bei der Lösung für dieses Problem, denn ich komme da gerade einfach nicht weiter. Im Anhang ist das Dokument das ich als Auszahlungsnachweis von Icecasino bekommen habe aber wie gesagt meine Bank kann keine dieser Überweisungen finden.

Mit freundlichen Grüßen

Dear mauz90nsl,

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

To better understand your situation and assist you effectively, could you please provide more details by answering the following questions:

• Could you confirm the total amount that has not been received from the withdrawals?
• What specific document did you receive from IceCasino regarding your withdrawals?
• Have you received any communication from IceCasino regarding the status of your current withdrawals since your last complaint?
• What payment method did you use for your withdrawals? (e.g., bank transfer, credit card, etc.)

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have now been back to my bank and had all my bank statements printed out from May 5, 2025, so that I can prove that the money never arrived.

Ich war nun erneut bei meiner Bank und habe mir alle Kontoauszüge ab 05.05.2025 ausdrucken lassen damit ich nachweisen kann das das Geld nie bei mir angekommen ist.

Dear mauz90nsl

Can you please specify the disputed transaction IDs?

Thank you for cooperation!

Regards

I've now written to support again, and they say they're only now submitting my bank statements for verification. I'm hoping they'll finally pay out my money, because the bank statements prove that the money never arrived.

Ich habe nun erneut mit dem Support geschrieben nun heist es sie würden jetzt erst die kontoauszüge einreichen zur Prüfung. Nun hoffe ich das sie dann endlich mein Geld Ausbezahlen, denn die Kontoauszüge beweisen das das Geld nie bei mir angekommen ist.

Hi,

Thank you very much for the update and for providing the transaction IDs.

It’s good to hear that you were able to obtain your full bank statements and that the casino has now acknowledged receipt of them for verification. Since the payment has still not been confirmed on your end and your bank is unable to locate the funds, your cooperation in submitting this evidence is very important and appreciated.

Please keep us informed if you receive any further updates from the casino in the meantime.

I have now written to support again and they say it hasn't been processed yet and that it will take some time.

Ich habe nun nochmal mit dem support geschrieben sie sagen es wurde noch nicht bearbeitet und das es noch dauert.

Hi,

Thank you for the update.

It’s a good sign that the casino has now confirmed they are submitting your bank statements for verification. Hopefully, this step will help clarify the situation and lead to the release of your funds, especially since the statements clearly show that the money never arrived.

Please continue monitoring the situation and let us know as soon as you receive any updates or if the funds appear in your account.

Thank you in advance for your reply.

Hello, I just received an email stating that they found the money and that it wasn't paid out because there was an error during the withdrawal. They have now credited it back to my gaming account. I will now request a withdrawal again and will inform you when the money is in my bank account.

Hallo, ich habe nun eine Email bekommen das sie das Geld gefunden haben und das es nicht Ausbezahlt wurde weil es einen Fehler bei der Auszahlung gab. Sie haben es nun wieder auf mein Spielkonto gebucht. Ich werde nun erneut eine Auszahlung beantragen und werde sie informieren wenn das Geld auf meinem Bankkonto ist.

Thank you for your help, the money has finally been paid out to me.

Danke für ihre Hilfe das Geld wurde mir nun endlich ausbezahlt.

Dear mauz90nsl,

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 (link here). 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,

Petronela

Casino.Guru