IceCasino - プレイヤーの撤退が遅れています。

Good afternoon, I had made a deposit of a total of 300-500 euros, I don't remember, and I won 4300 euros. But my withdrawal is not being fulfilled. I would like your help.

καλησπερα σας ειχα κανει καταθεση συνολικα 300-500 ευρω δεν θυμαμαι και κερδισα 4300 ευρω. αλλα η αναληψη μου δεν εκπληρωνεται. θα ηθελα την βοηθεια σας

Dear mariospolyzos8,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal.

To help us better understand the situation and contact the casino on your behalf, could you please clarify the following:

• Which payment method(s) did you use for your deposit and for the requested withdrawal?
• Was there any bonus involved when you made your deposit or played—if so, what type of bonus and were there any specific conditions?
• Has your account been verified (KYC)? If so, when did you submit your documents and were they approved?
• If you have any relevant emails, screenshots, or chat transcripts from the casino, feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Paysafe deposit. No bonus. KYC verification has been done because I have made a withdrawal from the same betting company before.

Paysafe κατάθεση. Κανένα μπόνους. Έχει γίνει η kyc επαλήθευση διότι έχω ξανακάνει ανάληψης απο την ίδια στοιχηματίκη εταιρία.

Greetings, all

@mariospolyzos8 congrats on your win!

All the withdrawals are approved according to T&Cs of the casino, yours is scheduled to be paid.

Regards

Do you know when the withdrawal will be successful or when I will see the money in the bank?

Ξέρετε πότε θα είναι επιτυχημένη η ανάληψη η θα βλέπω το χρηματικό ποσό στην τράπεζα?

I have already done my identification and was asked for new identification. Now I am waiting for them to approve the kyc to see if I will receive the money. I hope so.. I hope so, I have already sent the documents.

ενω εχω κανει ταυτοποιηση μου ζητηθηκε νεα ταυτοποιηση. τωρα περιμενω να εγκρινουν το kyc για να δουμε θα λαβω τα χρηματα. ελπιζω πως ναι.. το ευχομαι εχω στειλει ηδη τα εγγραφα

Greetings,

According to our records, the player received their 4300.00 EUR on 03.07.2025 12:26:46 (UTC)

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear mariospolyzos8,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela