Complaint #133 Ice Casino

Refused to pay my withdrawal

By foad a.

3 years ago

I deposited 1500$ total at Ice casino.

I won total of 4000$

It took me more than 3 weeks to verify my account.

They did ask me for a lot of documents including proof of source income.

After 3 weeks the money was gone from the withdrawal history.

However, they said you will receive your funds in 5 business days.

I did wait 7 days when I asked about my withdrawal they said.

The transaction was rejected but no money was deposited back into my casino account.

Disputed Casino Ice Casino

Reason Declined payment

Amount $4000

Discussion

AskGamblers

• Support Team

2 years ago

Dear @fady11,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we could understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is being finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lost the validity of you claim against the operator which led to rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Ice Casino

• Representative

2 years ago

Dear all,
We are also attaching a screenshot from the balance journal of the player, proving, that the withdrawal requests were rejected and returned to player's balance.

Best regards

Ice Casino

• Representative

2 years ago

Hello,

The proofs were just sent.

Kind regards

AskGamblers

• Support Team

2 years ago

Dear Ice Casino,

The AskGamblers Complaint Team is kindly asking you to provide evidence that all withdrawals were returned to the player's balance and played off afterward. Please send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential, and as such it will not be shared with third parties.

Please be aware that in case you fail to respond and/or provide the requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Ice Casino Complaint Stats

Resolved 77 / 83

Avg. Amount $6,282

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Ice Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 64 out of 70 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

Ice Casino Complaints

See all complaints for this casino

Keep declining my withdrawal

I have been trying to withdraw 578 SEK for a while. They keep telling me I need to verify the withdrawal address. But when I follow their steps directly. They decline the verification. Yesterday I told them I was gonna submit a complaint if they didn't approve my withdrawal. They replied with: "You are now a verified player and can withdraw funds." I made sure to ask if that exact wallet I was trying to withdraw to was approved, and they replied: "Yes.", yet they still declined my withdrawal

Unresolved

kr578

I was told the processing time for payouts is 30 days

Hello, I have a complaint: about a month and a half ago, I won at Ice Casino, and they verified my account and identity.

However, four weeks have passed since I requested the payout.

I spoke to customer service almost every day asking about the status of my payout, but every representative told me something different.

At one point, I was told the payout would take anywhere from 5 minutes to 48 hours.

Then, I was told the processing time for payouts is 30 days.

This went on for four weeks; I only received a small payout of €100, but the larger amount never came through, and they couldn't give me any concrete information.

They kept changing their story.

I didn't see anything in their terms and conditions stating that my payout would be subject to a 30-day processing period.

Unresolved

€100

Expired card verification

I have had an account since 2023 with ice. They are asking me to verify with a picture of the card used in 2023 by my face. This card is expired nearly 3 years. I have told them this and they are asking for a bank statement with the card number on it which my bank do not supply. I have offered to verify my updated card which is in my name but ICE casino will not accept this. What are my options ? I have money in my account I want to withdraw. How can I verify a 4 year old card? All other documents are approved since 2023 and have had no issue since. How do I proceed ? Account number 47734847

Unresolved

Can't withdraw for weeks with a fully verificated account

I have problem getting my money ( only circa 120 dollar) even though i have provided all documents for KYC and the website says im 100% done with verification. When I contacted the support they always say that the verification process is not done even though they accepted every document they needed from me. They say it takes up to several days but it already took several days. My trust has vanished now completely and I want some real solution for my problem. My account id is < sent to the casino >

Unresolved

$120

It has now been 5 days, and the withdrawal is still stuck as Pending

Hello,
I am submitting this complaint regarding a withdrawal request of €1,413.52 made on Thursday, June 18th, via bank transfer. My player account is fully verified and all KYC documents have been successfully approved.
The casino states a processing time of 1 to 2 business days. It has now been 5 days, and the withdrawal is still stuck as "Pending". Furthermore, customer support is completely ignoring my emails, and the live chat is completely inaccessible.
I kindly request Askgamblers' assistance to resolve this issue and receive my payment. Thank you.

Rejected

€1,414

Prolonged KYC verification delaying withdrawal

I have been trying to verify my account for around a week now, and it has become a big problem. I have filled out all the points on the KYC verification, and even gotten it approved (all the segments: photo of ID, proof of payment, address, selfie, and source of wealth). After I submitted all the documents I had to, I was asked to provide proof that the cards used for deposits belonged to me. This is, of course, fair to ask for, so I provided them with the necessary proof. Then they sent me a new email, saying I had to show them a bank statement showing the transfer. This I did, showing all the transactions made to their site with the amount of money and which card I used. I even got it approved, yet when I ask them what is wrong and why my account isn't verified, they just send the exact same email about the bank statement. At this point, I don't get any help or anything from their chats or from the emails I sent.

It makes it much worse that the communication system is lacking. It takes a long time to get a response (on email up to many days waiting time via email), and when I get a response, it doesn't help my problem at all. When I get answers from their chat, all the information I get is the same as I have gotten many times.

I completely understand the need for security and proper identity, but I have now provided them with my driving license, proof of my address, selfie with ID, and bank statements showing all the transactions, my bank details, and much more. This is more than they asked for in the first place, so I don't get why my account isn't verified.

This has affected my ability to withdraw funds from the account. I deposited money into the account a few times, had a great time at their casino, and played in good faith. Then I won a good chunk of money (around 3000$). As my right, I should now be able to withdraw those funds, but I can't do that before my account gets verified.

I sincerely hope they fix this soon, as they have a really great casino with cool games and designs. But I can't see myself playing there or recommending it to others if this doesn't get fixed. When deciding to share your personal and financial information, depositing money, and playing at an online casino, the number one most important thing is trust and transparency.

Unresolved

kr31,000

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?

Unresolved

€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.

Rejected