Complaint #20 IceBet Casino

Ignoring my request regarding transaction history

By muellimon

3 years ago

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.

Disputed Casino IceBet Casino

Reason Other

Discussion

AskGamblers

• Support Team

3 years ago

Dear @muellimon,

Please let us know if there are any updates regarding your ongoing complaint and contacted your payment provider. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

IceBet Casino

• Representative

3 years ago

Dear MUELLIMON.

We have reviewed your complaint in detail.
We received your request which contained the following information:

Dear Team,
I hereby ask you to send me a list of my transactions.
I gave them a deadline of 4 weeks.

Please note that as a Curacao-licensed casino, we do not refer to European legislation in the GDPR.

We are not obliged to disclose the requested information or provide it to outside authorities unless there has been a formal request from that party.

As stated in our Terms and Conditions:
35. All data given by any user/customer will be kept secure, and will not be sold or given to anyone else. Only if forced by law, or to prevent money laundering data may be shared with the AML authority of the affected state.

Moreover, all information about your deposits/withdrawals should be visible in your payment method, which you used to deposit in our casino.
In our casino, you have deposited your game account using a crypto wallet.
All details concerning all transactions with your crypto wallet can be requested exactly from your payment provider, in order to present the data to your bank.
Please, contact your payment provider to receive this information or check it yourself on the application.

Please double-check Article 5 of the GDPR Principles regarding the processing of personal data. Even if it was correctly applied to our situation, nowhere does it say that personal data (including transaction history) should be shared. It basically mentions guidelines for proper storage and security.

Please, if you have any questions or difficulties, please contact Live Chat 24/7 or e-mail support@icebet.casino

IceBet Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $6,949

Avg. Complaint Duration 16 days

Avg. Response Time 2 days

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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.

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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)

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I have outstanding withdrawals of 1500€ to my Skrill account

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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.

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Casino KYC department asking for bank statement over and over again

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

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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.

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