My complaint with Ice Casino

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.

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.

I’ve been trying to verify my account on Ice Casino for over a week now, and it’s becoming extremely frustrating. My KYC is not approved in Ice Casino; I already submitted the documents they need. I provided a clear photo ID, a utility bill for address verification, and even a bank statement as requested. Yet, despite doing everything right and submitting all the required documents, I still haven’t received any confirmation.

What makes the situation worse is the lack of proper communication. Their customer service is so slow that it’s almost impossible to get real-time updates. I’ve sent multiple emails and even tried reaching out through their live chat, but the responses are either generic or take days to arrive. It’s really disappointing, especially when other online casinos process KYC verifications within 24–48 hours.

I understand the need for security and proper identity verification, but there should be a more efficient system in place. At the very least, Ice Casino could keep their users informed about the progress of the verification process. Instead, I’m left in the dark, wondering if my documents were even reviewed.

This delay has also affected my ability to withdraw funds, which is very concerning. I deposited money and played in good faith, but now I’m stuck, unable to access my winnings due to KYC delays. It’s not just about the money—it’s about trust and transparency.

I really hope they resolve this soon. Ice Casino has some good games and a decent interface, but unless they improve their verification and support systems, I don’t see myself recommending them to others. People deserve a smooth and secure experience, especially when their personal and financial information is involved.

My withdrawals from ice casino get rejected with no explanation. I am KYC verified. I have messaged their support with no reply and their live chat does not work. It feels like this will just keep going around in circles and I would like my cash. I won it fair and square. I even tried splitting up the amounts but those got refused

I requested a withdrawal under 499€. As per their terms and conditions tthese take under 2 days to process. My account is verified and was verified before i made the withdrawal request. It's now already two days since i requested it, and it's still not processed. The support is not helpful, and really slow. They only send generic email texts with no details whatsoever.

Hello All,
I am using ICE casino since last one year and I deposited many times but couldn't withdrawal since I lost all deposited amount. Luckily this time I was able to win some amount and placed withdrawal on 31/12/2024 of 35000 INR via band withdrawal method which was my deposit method as well. Since today is 5th Jan 2025 still money not credited in my account where my account is already fully verified. Every time I contacted support team, I was asked to wait little bit more.

Askgambler Team, can you please help me to receive my withdrawal?
My player id is: 54302914

This is what an Ice Casino employee told me
"The maximum time frame for processing your requests from the casino for verified users of your amount is up to 2 working days. This period is valid on the next business day after verification. Your verification date is 19.12.2024 UTC."

It is 25/12 and still no payment.

This is of course worse when you have the extensive verification time in mind, but now I'm verified but still no money

It's been over 24 hours now and a Tron (TRX) crypto deposit I have made has not been credited to my account. The transaction has been processed on the blockchain. Support have provided no assistance and provide only generic advice without reading the issue or checking the Txid that I have provided to them. I can provide the Txid privately if required.