IceCasino - プレイヤーが賞金を受け取れずにいます。

Hello, I applied for a payout on 8/4/22, which has not been paid out to date. I have already written to the support and they always say that there are either problems with the system or that I should wait. I logged into my account today and noticed that the withdrawal request is no longer visible in my payment history. She is gone . I then wrote to the support and they said they see the request. funny I can't see anything anymore. I can see all my deposits and withdrawals, only this withdrawal request has disappeared. I hope you can help me here. My account is verified and I haven't played with any bonus or free spins either.

Guten Tag , ich habe am 4.8.22 eine Auszahlung beantragt, die bis heute nicht ausbezahlt wurde. Ich habe den Support schon angeschrieben und es wird immer nur gesagt das es entweder Probleme mit dem System gibt oder ich warten soll . Ich habe mich heute in meinem Koto eingeloggt und bemerkt das in meiner Zahlungshistorie die Auszahlungsanfrage nicht mehr zu sehen ist . Sie ist weg . Ich habe dann den Support angeschrieben und sie meinten sie sehen die Anfrage . komisch ich sehe nichts mehr . Ich sehe alle meine Ein und Auszahlungen , nur diese Auszahlungsanfrage ist verschwunden . Ich hoffe sie können mir hier helfen . Mein Konto ist verifiziert und ich habe auch mit keinem Bonus oder Freispiele gespielt .

Dear lissi70,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

ok then I'll wait a few more days. Thanks

ok dann warte ich jetzt noch ein Paar Tage . Danke

Just for information. The terms and conditions of the casino state that the payouts are paid out in 5 days at the latest.

Nur noch zur Information . In den AGBs des Casinos heisst es das die Auszahlungen spätestens in5 Tagen ausbezahlt werden .

Hello, I was able to clarify it myself with the casino and got my money today 😊

Guten Tag , ich konnte es selber klären mit dem Casino und habe mein Geld heute bekommen 😊

Awesome news, lissi70. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.