IceCasino - 選手の退出手続きが遅延しています。

I requested a withdrawal of winnings from IceCasino. I have uploaded all the required KYC documents, and they are already marked as verified/confirmed on the platform.

Despite this successful verification, my withdrawal is repeatedly delayed, and I am asked to submit the same documents again. This delaying tactic has resulted in me already losing €75 of my winnings, as I was forced to continue playing while the withdrawal was blocked.

I have repeatedly tried to contact support directly and set a final deadline, but it has been ignored. I consider this an unfair business practice and a breach of the obligation to pay out, which has caused me financial damage.

I challenge Casino Guru:

to make the case public

to request IceCasino to comment

to review my payment and publicly document the delays

I'm attaching all relevant screenshots (verification confirmed, payout request, support chats).

Ich habe bei IceCasino einen Gewinn zur Auszahlung beantragt. Alle von ihnen geforderten KYC-Dokumente habe ich vollständig hochgeladen, und auf der Plattform sind diese bereits als verifiziert/bestätigt markiert.

Trotz dieser erfolgreichen Verifizierung wird meine Auszahlung immer wieder verzögert, und ich werde erneut zur Einreichung derselben Dokumente aufgefordert. Diese Verzögerungstaktik hat dazu geführt, dass ich bereits 75 € meines Gewinns erneut verspielt habe, da ich gezwungen wurde, weiterzuspielen, während die Auszahlung blockiert wurde.

Ich habe mehrfach versucht, den Support direkt zu kontaktieren, und eine letzte Frist gesetzt, die jedoch ignoriert wird. Ich betrachte dies als unfaire Geschäftspraxis und Verletzung der Auszahlungspflicht, die mir finanziellen Schaden verursacht hat.

Ich fordere Casino Guru auf:

den Fall öffentlich zu vermerken

IceCasino zur Stellungnahme aufzufordern

meine Auszahlung zu prüfen und die Verzögerungen öffentlich zu dokumentieren

Ich füge alle relevanten Screenshots bei (Verifizierung bestätigt, Auszahlungsanfrage, Support-Chats).

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that no screenshots were included in your submission.

For the best chance to receive your winnings, we would recommend that you not continue playing with the accumulated winnings.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please list which documents you have already provided to the casino? Which documents were you asked to submit again?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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

Dear PK3112,

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,

Tomas