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I have requested several withdrawals from IceCasino, which have not been processed to this day.

Details:

€50 requested on March 4, 2026

€50 applied for on 19.03.2026

€120 applied for on 22.03.2026

The oldest withdrawal has been pending for over three weeks. According to the usual withdrawal times, this is far too long.

My account is fully verified and I have no outstanding bonus conditions (if I do, I was not informed).

The support team either doesn't respond or doesn't provide any specific information.

I demand the immediate processing of my payments and a clear statement.

If the problem is not resolved, I will be forced to take further steps.

Thank you.

Ich habe mehrere Auszahlungen bei IceCasino beantragt, die bis heute nicht bearbeitet wurden.

Details:

50 € beantragt am 04.03.2026

50 € beantragt am 19.03.2026

120 € beantragt am 22.03.2026

Die älteste Auszahlung ist seit über 3 Wochen offen. Laut den üblichen Auszahlungszeiten ist das deutlich zu lang.

Mein Konto ist vollständig verifiziert und ich habe keine Bonusbedingungen offen (falls doch, wurde ich darüber nicht informiert).

Der Support reagiert entweder nicht oder gibt keine konkrete Auskunft.

Ich fordere die umgehende Bearbeitung meiner Auszahlungen und eine klare Stellungnahme.

Falls das Problem nicht gelöst wird, sehe ich mich gezwungen, weitere Schritte einzuleiten.

Vielen Dank.

Important notice:

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Stay safe.

Dear Efstratios1980,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay with your withdrawals and the lack of clear communication from the casino.

In order for us to better understand the situation and proceed with the investigation, I would like to ask you a few questions:

• Could you please confirm the current status of each withdrawal request (still pending, canceled, or reversed)?
• When was your account fully verified, and did you receive any confirmation from the casino that KYC was successfully completed?
• You mentioned that there are no outstanding bonus conditions — could you please confirm whether you have used any bonus (active or recently completed) before requesting these withdrawals?
• Could you please share any communication with the casino (emails, chat transcripts, screenshots) related to your withdrawals?

If you prefer, you can also forward any relevant communication directly to petronela.k@casino.guru, and I will review it.

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

Hello, after the payout confirmation, all bonuses disappeared. Actually, this first happened on March 4th; I didn't receive my money. Otherwise, payouts usually run smoothly. I contacted the VIP manager about every payment, and they demanded a PDF bank statement to prove I hadn't received the money. Furthermore, they sent me emails with some kind of documentation that the payout had been processed, and I was told to contact my bank to find out where my money was. My bank says they aren't responsible for providing proof; that responsibility lies with the sender.

Regards

betikis

Hallo nach der Auszahlungbestätigung ist jeder Bonus verloren gegangen. Eigentlich ist es auch am 04.03 zum ersten Mal passiert das ich mein Geld nicht bekommen habe sonst läuft die Ausazhlung reibungslos habe wegen jeder Zahlung den VIP Manager kontaktiert und die verlangen von mir ein PDF Kontauszug damit sehen das ich das Geld nicht erhalten habe desweitern schicken sie mir per email irgendwelche Belege das die Auszahlung erfolgt ist und ich meine Bank kontaktiere wo mein Geld bleibt meine Bank meint das sie nicht in der Nachweispflicht ist sonder der Versänder

mfg

betikis

Dear Efstratios1980

Thank you for the complaint

Can you please specify the disputed transaction IDs? Since we do not see any pending/new requests.

Best regards

These are not new payouts, see date.

Sind auch keine neuen Auszahlung sondern siehe Datum

No, I haven't created a PDF yet; I can only do that on April 1st. Nevertheless, the money for all three payouts has never arrived, and I've also contacted support and the manager.

The payment confirmation is useless to my bank because they are the sender and I am the recipient; this is actually the first time this has happened, and then three times in a row, which is strange.

Regards

Betikis

PS I will send my bank statements on April 1st and then I want to see how quickly I receive my money and whether they even believe me.

Nein habe noch nicht PDF gemacht kann ich erst am 01.04 machen trotzdem ist das Geld für alle 3 Auszahlungen nie eingegangen und mit dem Support und den Manager habe ich auch geschrieben.

Der Auszahlungsnachweis bringt meiner Bank nichts weil sie der Sender sind und ich der Empfänger das ist eigentlich das erste Mal das das Passiert und dann gleich 3 mal komisch

mfg

Betikis

PS werde meine Kontodagen am 01.04 schicken und dann möchte ich sehen wie schnell ich mein Geld bekomme und ob sie mir überhaupt glauben

Dear Efstratios1980

Thank you for cooperation!

We will definitely get to the bottom if it.

Regards

I want to see this because I feel cheated; it can't be that the payment doesn't arrive in the account.

Regards

betikis

Da möchte ich sehen weil ich mich verarscht fühle kann ja nicht sein das Auszahlung nicht auf dem Konto ankommen

mfg

betikis

Furthermore, I don't see why I should send you a PDF bank statement so you can see all my income and expenses; you're not interested in that at all. Just as you found the 120 euros from March 22nd, I expect you to also find the 50 euros from March 19th and March 4th, 2026, and credit them to my account.

Thanks

Betikis

Und desweiteren sehe ich es auch nicht ein ihnen ein PDF Kontauszug zu schicken damit sie alle meine Einnahmen und Ausgaben sehen das Intressiert sie eigentlich gar nicht so wie sie die 120 Euro vom 22.03 gefunden habe erwarte ich von ihnen das sie auch die 50 Euro von 19.03.26 und von 04.03.26 finden und mir auch gutschreiben

danke

Betikis

Hi Efstratios1980,

Thank you for your reply. I’m sorry to hear that the issue with your withdrawals is still ongoing.

I would strongly recommend that you cooperate with the casino and provide the requested PDF bank statement. Please note that the casino is not asking for this information to review your overall financial activity or for AML purposes. They are trying to trace the missing withdrawals and verify whether the transactions were successfully received or not, which is a standard procedure in such cases.

Providing this document will significantly help move the investigation forward and increase the chances of resolving the issue more quickly.

Additionally, could you please let me know if there has been any development since your last message? Have you already submitted the requested document or received any update from the casino?

Thank you in advance for your reply.

So I sent a PDF and received the €120 and €50 payments, so one payment is still missing.

Regards

betikis

Also habe PDF geschickt habe einmal die 120 Euro und einmal die 50 Euro bekommen also fehlen jetzt noch eine Auszahlung

mfg

betikis

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Efstratios1980,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela