Complaint #8 Ice Casino

Ice casino - Does not pay withdrawal in time

By Toyou9393

4 years ago

Hello! Ice casino delays the payment in the amount of 450 euro. When registering at the casino, I took a no deposit bonus, wagered it, made a deposit, passed verification, and put the won funds for payment in two payments: time 03/29/22 15:53 450e and the second 03/29/2022 15:56 20e. The conclusion was set by the Mifinity wallet. Soon, 20 euros were credited to the wallet account, and the withdrawal in the amount of 450 was somehow divided into three applications. (165 + 165 + 120), but I bet in one amount. Today is already 04/01/22 and the payments were in the status: in the process, they are. Casino rules on withdrawal of funds: 8.14. Subject to a successfully completed verification procedure (KYC), the withdrawal amount up to 500 EUR (or the equivalent in your currency) is paid to the client's account within 5 minutes. – 12 hours, but not exceeding 2 days from the date of application, except for weekends and holidays. For an unverified player, the withdrawal time may be increased. Also in the about us section it says: We value your time and try to make quick payouts of winnings. Funds from the game balance can be transferred to a convenient wallet within 12 hours, while in other institutions it will take several days.

I contacted the support service many times, but they did not provide me with a specific answer or the reason for the delay in payment. Each time I contacted, I received the same answer, word for word: The application was processed by our specialists according to the deadlines specified in our rules. Now the funds are being processed by the processing system, the timing of which we cannot influence. Please wait. You will receive your payment shortly. Again, the question was, why did the payment with a difference of three minutes go to the wallet, and the rest did not? Didn't receive an answer. They replied: Thank you for waiting. Your application has already been approved by the casino, and the money has been debited from the gaming account. Now the funds are on their way to your card. Please wait. You will receive your payout shortly. This text suggests that the payments were not even checked, they write that the funds are on the way to your card, but I have a withdrawal to an electronic wallet. The support service did not provide me with any more information.

Disputed Casino Ice Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Ice Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Toyou9393

4 years ago

Screenshot.

Toyou9393

4 years ago

Ice casino
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кому: AskGamblers
40 минут назадПодробнее...
The casino website contains an email address where you can contact with complaints or suggestions. I wrote there, in response I received an explanation about the systems, I attach a screenshot of the letter as proof. may affect. So where is the promised payment? Or did you find an excuse and still be able to influence the system? And was the payment made at all?

I am also attaching screenshots of the chat with the support service, which also does not say a word about multi-accounts. They only promise payment.

Ice Casino

• Representative

4 years ago

Dear Askgamblers team,

Pardon for misleading you. Due to a technical glitch, the e-mail was not sent. But it is now.

Kind regards

Ice Casino Complaint Stats

Resolved 77 / 77

Avg. Amount $6,704

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Ice Casino Complaints

See all complaints for this casino

Withdrawal transactions blocked

Hello my KYC is verified and completed. I've made some money on slots and made two withdrawals through VISA, the withdrawals were stuck for 5 days created as "NEW" . I've also won a bet and my balance reached like ~1.5k euros. I've canceled my withdraws because I wanted to use a different withdrawal option and now when I try to press on withdraw button I get an error "Your ability to make transactions is blocked. Please contact support". (I'm attaching the photo below)

Why I'm getting this error? It's frustruating.

I've tried to use live chat, but the only option is there to chat with an virtual assistant. I've asked to connect me with a real agent, the virtual assistant just gives me a submit a request form to contact you and after I submit it nothing happens.

I've already made like 4 emails for like 4 days, there is no answer from their support team.

What should I do in this situation?

8h left

€1,500

Want more data even tho I am verified

I had a fully verified ice casino account including sending my picture with my passport next to my face which they accepted. I'm a member with no problems of the sister sites vulkan vegas, gg bet, verde casino.

They now ask for a picture of me holding my id with my account open in the back round. I bought a laptop which cost more then what I'm due and still they refuse to verify me even though I'm verified.

Resolved

Delay in Withdrawal Processing Beyond Stated Timeline

Dear Askgamblers team,
I requested a withdrawal of ₹80,000 on 28th August 2025. As per the stated terms and conditions, withdrawals are to be processed within 5 days. My account was already verified prior to making this request. However, it has now been over 6 days, and the withdrawal hasn’t been received by me. The support team has been unhelpful, repeatedly asking me to wait without providing any definite timeframe.

Resolved

₹80,000

I have been back and forth trying to verify

I have been back and forth trying to verify, I’ve submitted all documents which they have approved then they have asked for a screenshot of my bank account or card with my full name and number which I have provided as well as the transaction of depositing onto the site which I sent a screenshot of that as well. They keep asking for IBAN format which I’m Canadian and that does not exist as we use branch numbers, transit numbers/institution numbers and the specific account number of the bank account which I sent to them and I provided all of that information to them as well. Then I get an email saying that what I sent wasn’t sufficient, I sent exactly what they asked for. Like I said my documents are all approved for everything and I am not verified still, I tried to withdrawal my winnings and it keeps getting rejected and I just want my money that I won fair and square. They even said that I could withdraw without being verified under $1000 and I tried to withdraw under 1000$ and everything got rejected even though all my documents have been approved.