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Good evening, I made 3 deposits of €10 at ice casino until I reached the amount of €235 in real money until I tried to make a first withdrawal of €235 which was apparently refused for no reason,

I played a little after this refused withdrawal, I tried to make a withdrawal again of €230 that has been pending for almost a month, I have already sent about 3 emails in an attempt to help because the website chat is always unavailable and until today no response

I continue with the withdrawal of € 230 pending for almost a month

And my documents for KYC verification not verified for almost 2 months

I would like to be able to continue playing at IceCasino but I was not very happy with the support provided

Boa noite, fiz 3 depósitos de 10€ no ice casino até chegar ao montante de 235€ de dinheiro real até que tentei fazer um primeiro saque de 235€ que foi recusado aparentemente sem motivo,

Joguei um pouco depois desse saque recusado, tentei fazer novamente um saque de 230€ que está pendente já a praticamente um mês, já enviei cerca de 3 email na tentativa de ajuda pois o chat do site está sempre indisponível e até hoje nenhuma resposta

Continuo com o saque de 230€ pendente a quase um mês

E os meus documentos para verificação KYC não verificados a quase 2 meses

Gostava de poder continuar a jogar no IceCasino mas não fiquei muito contente com o apoio prestado

Dear Joana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have provided all the required documents to verify your account?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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,

Kristina

Dear Joana

Would you please clarify if you've requested chargeback for 10 euros deposited?

Thank you in advance!

Kind regards

Yes I provided all the necessary data and I never made a successful withdrawal

But today after having complained to you my account was finally verified after well over a month passed without any response from IceCasino

Still I await a successful withdrawal

thanks for listening,

Joana

Sim forneci todos os dados necessários e nunca fiz uma retirada bem sucedida

Mas hoje depois de ter reclamado a vocês a minha conta foi finalmente verificada depois de passado bem mais de um mês sem qualquer resposta do IceCasino

Ainda assim aguardo uma retirada bem sucedida

obrigada pela atenção,

joana

Dear Joana,

Please kindly answer our question - have you requested chargeback of 10 euros from your bank? (The money you deposited)

Thank you in advance!

Kind regards

No, I did not request a refund from my bank! I simply used single purchase virtual cards to top up my account but anyway I had already sent proof that the money left my account

greetings

Não, não solicitei estorno ao meu banco! Simplesmente usei cartões virtuais de compra única para carregar a minha conta mas que de qualquer das formas eu já tinha enviado comprovativo que o dinheiro saiu da minha conta

cumprimentos

Good morning, I just uploaded the cards!

thanks for listening,

Joana

Bom dia, fiz agora o upload dos cartões!

obrigada pela atenção,

joana

Dear Joana,

Thank you for provided screenshots. You may now proceed with the withdrawal.

Appreciate your cooperation!

Kind regards

Good afternoon, I can't make the withdrawal order it says it's blocked to contact assistance.

Thanks for helping me again please

Thanks for listening

Joana

Boa tarde, não consigo fazer a ordem de saque diz que está bloqueado para contactar a assistência.

Agradecia que me ajudassem novamente por favor

Obrigada pela atenção

Joana

Hello Joana

Apologies for inconvenience, it's been fixed. Please try now.

Kind regards

Good morning, thanks for your attention!

I already managed to make the withdrawal request through transfer and I'm waiting.

I tried through visa several times but it wasn't working so I had to opt for bank transfer.

greetings,

Joana

Bom dia, obrigada pela atenção!

já consegui fazer o pedido de saque através de transferência e fico a aguardar.

tentei através do visa várias vezes mas não estava a funcionar então tive de optar por bank transfer.

cumprimentos,

joana

Hello everyone,

Thank you IceCasino for your quick help with this case.

Joana, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please, let us know as soon as you receive the payment, or if there is anything new.

Good morning Kristina, agreed! When I receive the successful withdrawal, I will come here to let you know!

Thank you for your help

Joana

Bom dia Kristina, combinado! Eu quando receber a retirada bem sucedida eu venho aqui avisar!

obrigada pela ajuda

joana

Good afternoon, the money is finally in my bank account!

thank you for all your help and attention.

can close this case.

Best regards,

Joana

Boa tarde, o dinheiro finalmente está na minha conta bancária!

obrigada por toda a ajuda e atenção da vossa parte.

podem encerrar este caso.

com os melhores cumprimentos,

joana

Awesome news, Joana. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you both for your cooperation and Joana, don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.