IceCasino - プレイヤーのジャックポットの支払いが遅れています。

I won a Jackpot on Divine Fortune's slot machine of 1,338,214.78 NOK. Ice casino is acting unethically in this case, since it is a one-time sum that should have been paid out in full. They mean that I should receive 5000 EURO every 30 days, which is part of their rules. I think in this case that it is unethical that I should potentially wait 2 years to get my prize collected. Does anyone know if I have any rights?

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Ice Casino, and this is what I found:

8.13. For the players who successfully completed KYC check, a withdrawal amount of up to 499 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 12 hours, but not exceeding 2 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.14. For the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 4999 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 48 hours, but not exceeding 5 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.15. For the players who successfully completed KYC check, a withdrawal amount from 5000 EUR to 29 999 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 14 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays.

Was the jackpot you won a regular jackpot feature, or was it a progressive jackpot?

How much money have you deposited into this casino so far?

Have you passed the full KYC verification?

Have you made any successful withdrawals from this casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Its a progressive jackpot. I have depoisted around 10 000 NOK, and the verification is not done yet, but all the docuemtens are approved. No withdrawl, first now

Please forward all communication between you and the casino regarding the payout of your jackpot winnings to veronika.f@casino.guru.

Additionally, could you kindly specify the last time you received a payment from this casino and the amount that was paid?

Are there currently any pending withdrawal requests on your account?

Greetings,

According to our records, the player is fully verified and already received 40k NOK.

We do not observe any violations by the casino.

Regards

What I think is unfair is that the casino is they choose not to handle this case in a straightforward manner, even though, according to their own rules, they clearly have the option to do so:

"8.19. Other options and terms of withdrawal may be negotiated individually with the Website Administration."

It’s not appealing to offer jackpots that players can win, only to have them wait over two years to receive the full amount ( in my case) Other casinos pay out the entire jackpot at once, and I strongly believe Ice Casino should operate in the same way.

That said, Ice Casino has, as they mentioned, paid out 40,000 NOK over the past four days so far. However, I still find it unreasonable not to pay out the full amount at once, especially since it was a jackpot won on a single spin.

Thank you, dear Ice Casino representative and dear player, for providing more information regarding this case.

I understand that waiting for your winnings can be very frustrating. However, based on the information we have so far, it appears that the casino is processing your payouts in accordance with the rules stated in their Terms and Conditions.

Could you please update me on how much money you have withdrawn from your account in the meantime, and whether you currently have any pending withdrawal requests?

They have paid out 110,000 NOK so far, and the rest of the jackpot is on requests, 1,228,000 NOK. They show that they can pay out larger sums, but they still divide them up, like I get 10,000 NOK every day. I understand that it is strategic of them to do that, in the hope that I will gamble away part of the sum. To their disappointment, I have no plans for that and am taking advantage of the time they are using, even though I do not agree.

Dear all,

Since we all agreed, that there is no violation of T&Cs, we are wondering if that is possible to resolve/reject the complaint, and reopen if any issue emerges?

Thank you!

For my part, this case is not resolved, since I want to receive the entire amount at once. You show that you can pay out higher amounts spread over several days, but I still want everything in one payment. Thats fair.

Dear IceCasino Representative,

Could you please specify whether the jackpot is paid out directly by the game provider (NetEnt) or by the casino itself?

Additionally, could you kindly confirm the player’s statement that it was a progressive jackpot?

Hello Veronika,

The jackpot is paid by the operator

Kind regards

There is 1,168,000 NOK remaining to be paid out. I dont want this case to end until I have received all my money.

Dear player,

Since IceCasino has confirmed that the jackpot is paid out by the operator (the casino itself) and not by the game provider, the casino’s own withdrawal rules stated in their Terms and Conditions apply to your winnings.

We also need to keep in mind that we cannot keep complaints open for several months while payouts are gradually processed. For this reason, we will now close this complaint as resolved, since the casino has been paying out your winnings in accordance with their Terms.

That said, if you stop receiving your funds at any point, please do not hesitate to request that we reopen your complaint. We will be glad to assist you further if any new issues arise.

Thank you once again for your cooperation and understanding, and we wish you good luck in your future play.

Best regards

Veronika

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion. The player sent us the following email:

Now they have stoped my withdrawl. I have been paid out 185 000 NOK, and its remaining still 1,153,000 NOK on my account.

When was the last time you received a withdrawal from this casino?

27 th august.

According to Ice Casino’s Terms and Conditions (Section 8.17), the casino may limit withdrawals to 5,000 EUR per 30 days under certain conditions. However, Ice Casino has already paid me far above this limit in a short period of time.

When I asked about the discrepancy, the casino stated that these payouts above the limit were a "technical error." They now refuse to continue paying at the same rate, insisting that only 5,000 EUR per month will be processed from this point forward.

If Ice Casino enforces this limit now, it means I will have to wait years to receive my full withdrawal, which is unreasonable and not in line with fair gaming practice.

They have shown that they ignore this rule, and make exceptions that are also stated in their rules. If they are going to have jackpot games, then they must also be responsible for paying them out in a fair amount off time.

They were aware of the withdrawls, which was over 5000 EURO, when they had read and commented on this complaint here on Casinoguru. So the rule they refers to they have chosen not to follow, and made the withdrawl come throguh.

I would also like to adress that the 5,000 EUR per month withdrawal limit becomes unreasonable and impractical in cases of large winnings such as jackpots.

If a player legitimately wins a jackpot of €100,000 or more, applying a strict €5,000/month limit would mean that it could take years for the player to receive their winnings in full. This is not in line with fair or responsible gaming practices, and it effectively deprives the player of timely access to money they have rightfully won.

I hope ice casino handle this case a professional casino.

Greetings,

The first withdrawal was made on 02.08.2025 14:01:07 (UTC)

The total amount of withdrawals till this moment - 185k NOK (~15709 EUR)

What seems to be a problem?

Regards

Yes, I confirm that I have received ~185,000 NOK (~15,709 EUR). That is not the issue.

The issue is that my total jackpot win was 1,338,000 NOK (~€115,000) on Divine Fortune. Receiving only ~15,709 EUR so far is just a small fraction of the full amount.

The problem is not that I received nothing – the problem is that Ice Casino is retroactively enforcing limits after allowing larger withdrawals, which makes it impossible to receive my full jackpot in a reasonable timeframe.

And now they have stoped withdrawl.

Dear Marita977

We do not observe any violations by the casino. All the withdrawals are approved according to T&Cs.

Kind regards

Ice Casino says that "all withdrawals are approved according to T&Cs." However, this does not address the real issue of my complaint.

My complaint is not about delays or about not receiving anything – it is about the fact that Ice Casino has stopped paying out and is hiding behind selective enforcement of T&Cs.

Dear Marita977

According to the log, the latest withdrawal was processed at 24.08.2025 14:45:12 (UTC)

Why do you believe the casino stopped paying?

Thank you for your cooperation!

Regards

Because all the witjdrawls after that is not processed.

Dear Marita977

The withdrawals are scheduled to be paid, there is no need to worry about.

Regards

I want this case to remain open until payments begin again.

I understand that withdrawals must follow the Terms and Conditions. However, Ice Casino cannot decide arbitrarily when to enforce the 5,000 EUR/month rule.

They already approved withdrawals of more than 15,000 EUR in just a few days – fully processed and confirmed according to their T&Cs. T

"For players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays."

My request is simple: that Ice Casino respects its own Terms and Conditions and processes my jackpot withdrawal within the timeframe stated in section 8.16, instead of selectively enforcing different rules, after the payment started.

Dear Marita977

The casino is firmly confident, that none of the rules were breached.

So we do agree with the following statement by Veronika:

"Since IceCasino has confirmed that the jackpot is paid out by the operator (the casino itself) and not by the game provider, the casino’s own withdrawal rules stated in their Terms and Conditions apply to your winnings.

We also need to keep in mind that we cannot keep complaints open for several months while payouts are gradually processed. For this reason, we will now close this complaint as resolved, since the casino has been paying out your winnings in accordance with their Terms.

That said, if you stop receiving your funds at any point, please do not hesitate to request that we reopen your complaint. We will be glad to assist you further if any new issues arise."

Kind regards

«That said, if you stop receiving your funds at any point, please do not hesitate to request that we reopen your complaint. We will be glad to assist you further if any new issues arise."

That's exactly what I did now, because you stopped the withdrawl.

If Ice Casino refuses to pay the full amount of my jackpot in a short time, I will make sure to share my negative experience publicly across multiple platforms, including Casino.Guru, AskGamblers, Casinomeister, Trustpilot, and Reddit.

Players deserve to know how winners are treated, and I will not hesitate to document my case in detail.

Hello Marita977,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello again,

As per the moment being, the player already received 195,000.

Just as previously stated, all withdrawals are following the T&Cs of the casino and no breach is observed.

The player continues receiving the winnings.

Regards

According to §8.16 of the Terms, withdrawals over €30,000 must be processed within 30 working days after KYC. My case clearly exceeds this threshold, yet no plan has been given for how or when the remaining €98,000+ will be paid.

It is misleading for Ice Casino to claim that "the player continues receiving the winnings" when the bulk of the jackpot remains blocked.

Greetings,

For the last and final time, we do emphasize, the withdrawals are approved according to T&Cs of the casino:

"8.17. In cases when the amount of your withdrawal request (-s) including current account balance and lifetime withdrawals are at least 20 times larger than the total sum of your deposits, you may be limited to 5000 EUR (or equivalent in your currency) for withdrawal during 30 days."

No violation is observed.

Kind regards

I understand your reference to §8.17. However, this does not explain why Ice Casino has already paid out more than €15,000 in a few days if the €5,000/month limit was strictly enforced.

By first allowing withdrawals far above the stated limit, and then suddenly applying §8.17, Ice Casino is selectively enforcing its Terms. This contradicts the claim that "no violation is observed".

Additionally, §8.16 clearly states that withdrawals over €30,000 must be processed within 30 working days after KYC. My jackpot win of ~€115,000 has not been handled according to this rule either.

The issue is not whether I have received partial payouts, but that Ice Casino is now blocking the majority of my jackpot by inconsistently applying its own rules.

Dear Venonika

We need your assistance here. Now the player complains that the payouts may be faster.

Frankly, that is the first time we face such an "issue"

Thank you in advance!

Regards

My complaint is not about payouts should be faster, It is about the fact that you has processed withdrawals far above the €5,000/month limit, proving that §8.17 is not applied consistently and I want that to continue to follow the 8.16.

Thank you for all the updates you’ve provided throughout this process.

After carefully reviewing the case and both sides’ statements, we need to clarify our position:

• Ice Casino has confirmed that the jackpot is paid by the operator itself, which means the casino’s own withdrawal rules apply.
• The Terms and Conditions include both 8.16 (withdrawals above €30,000 processed within 30 working days) and 8.17 (limiting withdrawals to €5,000 per month in certain circumstances).
• While we understand your frustration about the inconsistency in how the casino applied these rules at the start, we cannot enforce a different interpretation of the Terms than the casino itself.

We also cannot keep this complaint open for months or even years while gradual withdrawals are being processed. Therefore, we will now close this case.

That said, please remember:

If the casino stops paying you altogether, or if your approved withdrawals are not processed within the timeframe allowed by their Terms (€5,000 per month), you are very welcome to contact us again, and we will reopen your case immediately.

We truly understand how disappointing it must feel to wait such a long time for your winnings. Still, based on the evidence available, we must consider this complaint resolved for now, as the payouts are being processed according to the casino’s Terms and Conditions.

Thank you very much for your cooperation and patience during this process. We wish you all the best.

Best regards

Veronika