IceCasino - プレイヤーの撤退リクエストは拒否されました。

I've been waiting since the 25/3/2022 for my withdrawal, after 3 weeks the funds were returned to my casino account due to a payment provider issue, I was told first of all to withdraw via bank card, which I did.

After 3 weeks I was told by the casino to withdraw via bank transfer, which I did.

Supposedly they sent the funds on the 15/4/2022 for the second time.

I have received nothing, and the online chat is the same robotic, automated responses.

Please help.

Dear ginspirationnz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, or your withdrawal gets canceled again, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Kristina

Thank you Kristina, I appreciate your speedy response.

I understand these things can take longer sometimes, however I I believe the casino terms and conditions state a maximum of 5 days for any withdrawal under €5000.

After initially waiting 3 weeks then to be told the withdrawal had failed but given no information as to why, I stayed calm and patient and followed their direction to change my method of withdrawal and I still have no deposit.

Just seems fishy 🐟

Hopefully my case is resolved quickly.

Yours hopefully,

Ginspiration.

Dear ginspirationnz

Sorry you've faced a delay with the withdrawal.

According to T&Cs:

8.14. For the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 5000 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.

Your transactions were approved by the Casino within 15 minutes after their creation.

The transactions are now being processed by the payment provider, unfortunately we cannot influence the speed of money clearance.

Thank you for your patience.

Kind regards,

IceCasino

Now I see, obviously I misunderstood the terms and conditions.

So I gather from this, your casino will approve withdrawals almost instantly, however a simple bank transfer takes several weeks.

I see now that the casino is fully covered to make me wait as long as they want to, and I have no recourse.

There's that lack of transparency ive seen so many complaints referring to.

Hello everyone,

Thank you IceCasino for providing further information.

ginspirationnz, usually after a casino approves a withdrawal, the processing is in the payment provider's hands. So I would recommend that we wait for a bit longer. I will set the timer for additional 7 days and if there is no development by the end of this time frame, we will intervene. Please, keep us updated and let us know if there is anything new in the meantime.

Dear ginspirationnz

Sorry for the inconvenience, but would you please make another request? This time it should go smoothly.

Thank you in advance!

Kind regards

@icecasino

I'm sorry but is this some kind of joke?

Are you telling me my request has been rejected for the second time?

I've been incredibly patient but you obviously hold all the cards(pun begrudgingly intended)

@casinoguru surely this isn't transparent process?

Now due to the delay on your behalf im being told will lose 20% because I'm now under the wagered bonus limit.

This is getting ridiculous

If I am not mistaken you should wager the value of your deposit to avoid fees. This is usually a part of the casino's AML Policy.

Could you please advise if you have already requested the withdrawal again as suggested?

Yes I've reapplied for the withdrawal, but had to wager $101 of it to meet the apparent wagering rule.

Its was supposedly approved this afternoon but I've lost all hope of receiving anything.

Dear ginspirationnz

We are monitoring your situation with withdrawal. You will be well compensated for inconveniences caused.

Kind regards

ginspirationnz, don't lose hope, I believe that we are finally on the right track. Please, let us know if there is anything new.

Yeah I'm not confident ,but thank you for your help.

please tell me this is some kind of sick joke @ice casino.

I've done everything you have asked.

this is now my fourth attempted withdrawal, ive jumped through every hoop and still no deposit.

Sad to say this is seriously impacting my relationship, mental health and finances.

@ice casino , youre ruining my life.

Dear ginspirationnz!

1) We've applied the gambling limit - to make sure you do not lose money.

2) We've added another $250 (on top of previously added 250) as a compensation for inconveniences.

3) Your last withdrawals failed with an error: Reason: Payment data fields is invalid  Please double-check the data entered and try once again.

Thank you!

Please tell me which payment data field is invalid so I can rectify

now they are just rejecting everything pretty much straight away, which makes no sense as they have apparently approved my earlier withdrawals.

What is happening?!

Ok, so after spending the last hour attempting to withdraw my previously approved withdrawals, ice casino is now rejecting every attempt and has blocked me from using the casino.

Your "apology bonuses" are completely pointless as you make it impossible to withdraw funds.

@icecasino.

Everytime i try to withdraw by bank card, as you have rejected every other bank transfer attempt, I input my card details and specify I want to withdraw $2200nzd, it then takes me to this page, and doesn't allow me to withdraw anything, not even the $80nzd its locked on.

Dear ginspirationnz

Do you really think that Casino rejects the withdrawals?)

The gambling limit was applied to make sure you do not lose any money and get your winnings. Our team is doing their best to resolve your case specifically.

Thank you for cooperation

Dear ginspirationnz

I was just told, that you are inserting a wrong IBAN.

Please kindly double-check and make another withdrawal request.

Thank you in advance!

I am in New Zealand, you will see that our banks do not require an IBAN.

Please check international banking rules and approve my withdrawal!

Dear ginspirationnz

Please do not use "-" when specifying your account no.

Let's try once again, please.

Thank you i nadvance!

I have removed the hyphens, now hopefully you can complete this very simple transfer.

Surprise surprise, rejected again

Can you please provide us with a screenshot of what info you are inserting?

Thank you in advance!

Kind regards

There is no way I'm comfortable putting those details into a public forum, thats surely a crazy thing to ask!

Dear ginspirationnz

1) You can blur the sensitive info

2) Casino Guru "hides"all the posts with sensitive information

3) You may upload the screenshot into your account, if you will

Thank you in advance

Support operators will be contacting you shortly.

Still waiting after 6 hours for someone to contact me, to explain one of the deposits failed and not the other!!

Dear ginspirationnz

We need to compare the data you input within the cashier and your bank account's requisites (Screenshot or requisites from the bank will work).

Please kindly upload the above-mentioned screens into your gaming account (KYC section)

Thank you in advance!

Both uploaded to the kyc section, seems strange as you have already verified my identity and bank account, how else would you accept withdrawals?

I'm losing hope every day , why is this not a simple process!

Dear ginspirationnz

It's not about the verification, this is about completing the withdrawal to your account. Because we've done over 3 hundred withdrawals to the account holders from New Zealand today, without any issues. Thus trying to resolve your case.

Kind regards

I dont believe a word you say anymore, there is no reason it has taken over a month to withdraw funds.

I think we will continue to go in circles for ever, I dont have any faith in your casino.

Are you suggesting giving up? Close your account without withdrawal?

That's not an option for us!

Please kindly provide the screenshot from your bank account, so that we can see the exact bank account no. Just to make sure there is no mistake.

Thank you for cooperation!

I have uploaded the requested screenshot from my bank statement.

I have lost the energy to keep fighting this ,you are now just asking me for information I have already provided.

Requested screenshot uploaded to the kyc form

Thank you for the provided screens, David!

The team is looking into it, will get back to you as soon as I get some feedback.

Kind regards

Surely you.didnt just use my real name in a forum where I'm deliberately using a pseudonym.

Thats not a good look for an industry to relies on discretion and the supposed protection of players Data.

Can I ask @casinoguru Kristina of your opinion?

Still rejecting withdrawals except for $600 which is apparently in progress but everything else is rejected

4.5hours later no communication from ice casino

It would seem the trail is cold, more withdrawal rejections due to unexplained technical issues.

I've created a neteller account and made another request.

Please see attached

To clarify, I contacted support as I waited 24hours and did not hear from them.

Hello ginspirationnz

According to our records, all the money has been successfully withdrawn.

Please kindly let us know if the money arrived and also if you'd like your account to be permanently closed.

Thank you in advance!

Kind regards

Hello everyone,

Thank you both for your cooperation.

ginspirationnz, could you please let us know if you have received your winnings?

Dear ginspirationnz

At a different dispute resolution platform you'd reported, that you issue is resolved.

Can you also confirm in here, please?

Thank you in advance!

Yes that is correct, after a month of delays I have received my winnings.

Awesome news, ginspirationnz. 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.