I ordered a payout on March 1 = PLN 19.999

the amount below 5000e so the delivery time is up to 5 working days and today is the 6th day

The casino is misleading regarding the terms and conditions which clearly state when withdrawals are disconnected

I am asking icecasino to settle the payment according to the terms and conditions -

My account is verified - the previous payment arrived without any problems

Thank you

Dear rafbandi33,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

So I understand that the rules are to be followed by the player, not the casino?

I will add a casino with an impeccable reputation

I fully understand your frustration, rafbandi33. However, I will set the timer for an additional 4 days to allow the casino two full weeks to process the payment. If there’s no development by Friday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

waiting 11day work

, payment in 3march is complete

and according to the regulations, the maximum time is 5 days - what are you waiting for ??- please notify the casino - tomorrow I want to have the payment made

I still have PLN 80,000 to pay - -how long will it take to pay everything? 2 years?

If the casino expects me to lose money, I have a limit set, easy

please follow the rules

Thank you very much, rafbandi33, for providing the necessary information. I will now transfer your complaint to my colleague Veronika ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear rafbandi33,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I would like to ask IceCasino to join the conversation and aid in the resolution of this complaint.

Hello all,

According to our records, the player has received 25,999 PLN.

All withdrawals are approved according to T&Cs of the Casino. Indeed, IceCasino follows all Responsible Gambling policies and offers all sorts of limits, which can be opted for by the player at any time.

Casino does not see any grounds for the complaint.

Kind regards

Dear rafbandi33, can you please confirm you received the payment this complaint is about?

Yes have 40 000 pln, waiting for rest 60 000 but at the moment all ok

We are reopening the complaint since not all the winnings requested for withdrawal have been received by the player yet.

Dear IceCasino representative, can you please provide more information about when the remaining withdrawal requests will be processed and paid out?

Hello Veronika

All the withdrawal requests are approved according to T&Cs of the Casino. And since there were no terms breached or any issues emerged - we do not see any reason for the complaint to be open.

Best regards

Thank you for your reply. However, we will close the complaint only after all winnings requested by the player are paid out.

rafbandi33 is dissatisfied with the fact that he submitted 4 identical withdrawal requests one after the other and it's taking longer than 5 working days for his requests to be approved.

Hello Veronika

Please kindly refer to the T&Cs of the Casino, where the withdrawal period is clearly specified:

"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.

8.14. For the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 5000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 48 hours, but not exceeding 5 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.

8.15. For the players who successfully completed KYC check, a withdrawal amount from 5000 EUR to 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 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.

8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 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.

8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. 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."

It's up to CasinoGuru whether to leave the case open or not ?? We simply do not see any issue and grounds for the complaint.

Kind regards

Dear rafbandi33,

please let me know how many of the winnings you've requested for withdrawal have not been processed and paid out yet.

at this point another 20,000 is in progress and there are 20,000 left I hope by the end of the week everything will be settled

Thx Veronika

Thank you for the information. Please let me know when you receive all the requested withdrawals.

i have all money,

thx Icecasino i Veronika

you can close the case

Dear rafbandi33,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

www.kpvfaw.com