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I've been waiting for the payout since 12/15/22 and it's not being processed, although I've asked several times via chat about the payout and was told that it will be processed shortly and will be transferred to the bank account.

Ich warte auf die Auszahlung seit 15.12.22 und wird nicht bearbeitet, obwohl ich mich per Chat öfters nach der Auszahlung gefragt habe und wurde mir geschrieben dass es in kürze bearbeitet wird und auf das Bankkonto überwiesen wird.

Dear Mustafa42,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Mustafa42,

Have you received your withdrawal from the casino yet?

It is said to be in the last step I wanted to have the exact day of payment, the lady she Heist Heidi can send it to the account at any time, she said there is still nothing on it

Es soll angeblich in der letzte Schritt sein ich wollte genaue Tag haben von Auszahlung hat die Dame sie Heist Heidi es kann jeder Zeit drauf auf Konto gesendet könne hat sie gesagt es ist immer noch nichts drauf

Thank you for your reply, Mustafa42. 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 haven't received the payout yet

Ich habe die Auszahlung noch nicht erhalten

Hello Mustafa42

Sorry for the delay with the withdrawal, that is caused by the external payment provider.

We are pushing the investigation.

Meanwhile, please enjoy the bonus, that has been credited onto your account.

Kind regards

Hello everyone,

Dear IceCasino, has there been any news?

I still haven't received the payout

Ich habe die Auszahlung immer noch nicht bekommen

Hello,

There are no currently any active/pending withdrawal requests.

Best regards

Hello everyone,

Thank you both for your reply.

Dear IceCasino,

Do I understand correctly that the withdrawal has been processed successfully?

Hello,

The transaction was eventually declined by the payment provider. Money returned to player's balance. The player decided to continue playing.

Kind regards

Mustafa42, do you currently have any funds in your account? Is there anything else we could help you with?

Dear Mustafa42,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.