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I have been trying to withdraw my money for about 3 weeks now but my request is rejected

Jag har försökt ta ut mina pengar i ca 3 veckor nu men min request blir rejected

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

It can not be my account I have even completed KYC verification since day 1. I have sent 4 times request and all times have been autorejected of which the last time I waited 7 days only to be autorejected again. I feel very frustrated because a withdrawal should not take 1 month.

Det kan inte vara mitt konto jag har tom kompliterat KYC-verifiering sedan dag 1. Jag har skickat 4 gånger request och alla gånger har blivit autorejected varav sista gången jag väntat 7dagar endast för att bli autorejected igen. Jag känner mig kraftigt frustrerad eftersom ett uttag ska inte ta 1 månad.

Thank you very much, Michael, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello Michael,

I looked at your complaint and will do my best to help you. I would like to invite IceCasino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello Michael

We are sorry to hear about the delay in payouts.

All the requests have been approved by the Casino on15.02.2022 07:31:57 (UTC) which is strictly within the T&Cs of the Casino.

Unfortunately, we can see a delay that is caused by the payment provider's side and end-users' banks.

We kindly ask for your patience, we hope the money will arrive very soon.

Thank you for understanding.

Best regards,

IceCasino

Dear Michael,

let me know when you'll receive your winnings, please.

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Michael

According to our records you've received all your winnings.

Can you please confirm?

Thank you!

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.