Complaint #13 IceBet Casino

Icebet casino doesn't respect their own terms

By GEORGIOS C.

4 years ago

My username is < username removed >, I requested a skrill withdraw of 400euros 15/4 and although on their own terms says maximum 24 hours I didnt received yet my money. I contacted their chat and everytime different answer... heavy workload... 24 business hours... All withdrawal requests are processed by the financial department within 24 hours after the successful identity and account verification, every days 9.00-18.00 (GMT+3).

My account is fully verified I also sent 3 emails to [email protected] but they don't reply.

Disputed Casino IceBet Casino

Reason Delayed payment

Amount €400

Discussion

AskGamblers

• Support Team

4 years ago

Dear @ROZGATOS,

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.

IceBet Casino

• Representative

4 years ago

Dear ROZGATOS.

We have reviewed your complaint in detail.

We are providing the details of your account in our casino.
2022-04-15 06:52 you deposited 99EUR into your gaming account and also received a 300% bonus on your deposit of 297EUR.
After activating the bonus you started betting in the games.
2022-04-15 12:08 You have successfully wagered the accrued bonus, after which you have made three withdrawal requests:
1) 2022-04-15 15:48:01 400EUR
2) 2022-04-15 15:48:06 400EUR
3) 2022-04-15 15:48:08 400 EUR

After that, you continued to make bets in games.
Next you canceled two withdrawal requests:
1) 2022-04-15 18:18:02 400EUR
2)2022-04-15 18:36:28 400EUR
Then you continued to make bets in games using these funds and unfortunately, you lost them all.

Your third request for a withdrawal of 400 EUR was in the processing queue of the financial department.
But you have not waited for its review and canceled it 2022-04-17 14:19:45 and lost all the funds.
According to the rules of the casino clause:
9.3. The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status and other possible factors affecting the withdrawal process.

After you have lost all your funds you will ask to close your account.

2022-04-17 16:20 Your ROZGATOS account has been closed, as per your request.

IceBet Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $6,949

Avg. Complaint Duration 16 days

Avg. Response Time 2 days

IceBet Casino Complaints

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Icebet Casino - Delay of winnings of 29000

I hope this post finds you well. I am reaching out to the community for assistance regarding an ongoing withdrawal issue with the gaming platform, IceBet. I am hopeful that the collective knowledge and influence of this community may help bring attention to and resolve the situation.

Here are the key details of the matter:

Communication from IceBet:
I recently engaged in a gaming session on IceBet and subsequently submitted a withdrawal request after a successful session. However, the withdrawal process has been significantly delayed. I received communication from IceBet stating that my game session has been sent to the game provider for review, with a standard review time of 3-14 business days.

Postponed Withdrawal Processing:
IceBet informed me that the withdrawal request review has been postponed until an official response is received from the game provider. The delay is explained as an additional check in accordance with their rules (paragraph 2.4.1).

Frustration and Concern:
While I understand the need for security checks, the extended waiting period has become quite frustrating. I am eager to receive clarity on the status of my game session and withdrawal request.

I kindly request the assistance of the AskGamblers community in bringing attention to this matter. If anyone has experienced a similar situation with IceBet or has insights into how to expedite the resolution process, your guidance would be greatly appreciated.

Moreover, if representatives from IceBet or AskGamblers are monitoring this platform, I urge you to expedite the resolution of this matter. It is my sincere hope that we can bring attention to this issue and ensure a fair and timely resolution.

I won 32.000 with my own money it's really uncommon and they should pay me :(

(12 days has passed they keep sending a generic answer)

Resolved

€29,000

I have outstanding withdrawals of 1500€ to my Skrill account

Dear AskGamblers,

The IceBet casino has delayed my payout of 1500€ since 10/22/2023. I still have outstanding withdrawals of 1500€ to my Skrill account. My account is fully verified. Neither the email nor the chat support could help me. The casino must fulfill its obligations to pay out in a timely manner.

Best regards,
Nemacyst

Resolved

Icebet Casino - Casino delaying payments

On 20.04.23 I hit maxwin on Dead or a Wild slot (12500x)

After trying to withdraw from the winnings I get an email from icebet saying my game session has been sent to game provider for review.

On 03.05.23 I get a new email from icebet saying my game session review is complete.

I have had 3 withdrawals pending since 20.04.23 (300€,400€,400€)

Only 1 withdrawal is completed (300€)

I have sent them emails asking what is going on and i get no reply.

I need help.

Resolved

€3,900

Ignoring my request regarding transaction history

Hi,

I have contacted this casino and its sister sites because I need a full transaction list of my deposit and withdrawals.

On the 18th of August, I contacted them for the first time. On the 31st of august a second time. Because I got no answer, I contacted the live chat and ask why I didn't get an answer to this request. They told me to explain it in more detail and surely I will get an answer to my request.

On the 6th of September, I contacted them a third time via email and requested a list of my transaction. I told them, there is a law in Germany called "DSGVO", and that they have to provide me with this information.

All in all, they ignore me. They send me daily bonus offers but cannot provide that easy transaction List.

I know that I can check my transactions but I need a PDF document for my bank account.

Same situation for sister sites winstoria.com and dozenspins.com.

Hopefully, you can help me out.

Resolved

Casino KYC department asking for bank statement over and over again

Icebet is asking documents for verification. I have sent them an selfie with my ID and a piece of paper that says icebet casino and the date, a bill so they see my address, bank statement thst shows my name, address, IBAN etc. They are still asking for a bank statement and A screenshot of your personal online bank profile which contains the following information:

• Detailed address of beneficiary (postal code, street, city, country) a bank statement.

Norde banking does not show address etc in online banking and I have told them. I sent my bank statement where they can see these information but they do not reply to my questions and only sends requests of bank statements. Livechat only responds thst i have to email kyc department. I cant get this resolved so i need help. This has been happening for two days now. I can send more files via email or are these private?

Resolved

No password reset over 48 hours, deposit remains in account

I have forgot my pass, click - forgot my pass and I don't receive an email from casino with password recovery. I ask to sent it to another e-mail, casino asked me to send the login from this e-mail, I did it, said wait, there is no letter and information, about situation, it`s 48hours passed. I check in SPAM, there is no any e-mail with temporary password. I send them 5 letters and asked about temporary password, there`s no answer in chat operators said - just wait for an e-mail. There is my deposit and I wand to withdrawal it, otherwise, I I would have stopped fighting a long time ago

Resolved

€100

Stalling €11,000 withdrawal longer than a week

Dear all,

I have problems withdrawing my money from Icebet casino. I signed up at the casino on 10th of October 2021. On the 28th of October 2021 I received a Halloween bonus special offer comprised of 3 individual deposit bonuses without limits on the winnings. I decided to use them. I got lucky and won 13.703,20€ playing Wanted - dead or a wild from hacksaw gaming. I successfully completed the wager with 10.000€ left on my casino account.

And here is the problem I am currently encountering. I received an email on the 29th after placing 3 individual withdrawals of 400 €. The support team informed me that my game session needs to be reviewed by the game provider. While having full understanding for this procedure, I am waiting for an answer since 11 days now (7 business days). The review was supposed to take between 3 and 7 business days. Furthermore I am unable to verify my account. I submitted my documents to their KYC department via email on Saturday 30th of October. However, Icebet pretends that their Email domain is not working at the moment and that they are unable to send and receive e-mails. Really odd, considering the fact that I received promo Emails from the casino support domain this weekend. I suggested to upload my documents in the live chat and asked if they could forward them to the KYC department, but I was informed that this is not possible. Furthermore, no time frame is given in regards to when exactly this problem will be solved.

To sum it up, I am unable to verify my account and withdraw my winnings.

The amount in dispute is 11.000€.

I would like the casino to acknowledge that my documents were received and provide me with the result of the game session review in order to pay me.

Regards

Resolved

€11,000