IceCasino - Povlačenje igrača je odloženo.

Good evening.

I would like to describe my experience in this particular casino.

I made my withdrawal of € 300 on Sunday 27/3 in my neteller e-wallet which broke in two parts. (165 € + 135 €).

It is from Monday 28/3 stuck in progress status both.

I have normally completed the account verification process as I have re-withdrawn from the specific casino with tha same method (Neteller) and I was normally paid within 12-24 hours a larger amount.

In long conversations (due to the long delay in their chat) they keep telling me to wait.

Yesterday, Wednesday 30/3, in a discussion I had with them, they told me to ask for cancellation and to try again.

was told me it would be canceled in a few hours and I would refund the amount to my balance.

Today, after 24 hours, only one part has been canceled (135 €) and the rest (165 €) remain stuck in the in progress status, with the result that I can not proceed with the total withdrawal of the amount.

Let me point out that in their terms they say this:

8.13. For the players who successfully completed KYC check, a withdrawal amount of up to 500 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

I want your help because I was really tired of the long conversations in their chat without getting any results.

Thank you in advance.

With appreciation

Michail P.

Hello Papaleole,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Is this your first withdrawal request in the casino? Didn't the casino request verification from you? Did you use any bonus to accumulate your current winnings? Did you contact them after the 2nd withdrawal wasn't canceled to explain it to you?

Looking forward to your answer.

Regards,

Nick

Good Evening.

Please close my complaint because the casino paid me normally.

Their system was stuck.

I canceled both withdrawals and did the process again and was paid immediately.

Thank you very much and sorry for any inconvenience.

Yours sincerely.

Michail P.

Thank you Papaleole for letting me know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick