I am attempting to withdraw my funds but the casino is not permitting it. I have already submitted the necessary documents and have been approved. I do not have any active bonuses or anything, yet they don't want to release my funds.

Estou tentando sacar meu dinheiro porém o cassino n?o libera, já enviei os documentos necessários e fui aprovada n?o tenho b?nus ativo nem nada porém eles n?o querem liberar

Hello adrianasply96,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ice36 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards

So Nick, I sent my documents on Sunday and on Monday I received an email that my verification had been successfully verified and in terms of my winnings, I raise the bankroll with real money and I don't have any bonuses activated. However, when I go to the withdrawal area, Nick appears to send the documents again, it's been 2 days since I contacted the Casino but they take a long time to respond, the chat doesn't work and the time they respond is at 3am

Ent?o Nick eu mandei meus documentos no domingo na segunda feira recebi um e-mail que minha verifica??o tinha sido verificada com sucesso e em quest?o dos meus ganhos eu subir a banca com dinheiro real n?o tenho b?nus ativados. Porém Nick quando vou pra área de levantamento aparece para enviar os documentos de novo , já faz 2 dias que entro em contato com o Casino porém eles demoram a responder o chat n?o funciona e qua do eles respondem é de 3horas da madrugada

Hi there,

I checked and see your account was verified, you placed your withdrawal request yesterday and this was completed today. Please allow 2-7 business days for the funds to reach you due to bank standards.

Thanks

Hello adrianasply96,

As the casino claims that your payment has been processed, please let us know within a week if the money arrives.

Hello adrianasply96,

We haven't hear from you in a while. Please note that your complaint will be rejected if you fail to respond within the next 7 days.

Dear adrianasply96,

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.