IceCasino - 決済が遅延しているとのクレームがあります。

I wanted to complain about the tardiness in the operation of the casino. For several days I have been waiting for the payment of winnings: about PLN 2100 (which the casino divided into several transactions 2x700, 34 and 668 PLN). Despite a fully verified account and previous successful deposits and withdrawals, this time my winnings somehow can't get to my mifinity account. They are still being processed. With 2100 I have only received PLN 34 so far (interestingly, there were no problems or delays in processing this amount) so I am a bit annoyed with the operation of the casino because this is not the first time that there are constant delays in withdrawals.

I had the opportunity to talk to the casino staff on the online chat and it turns out that they can cancel this withdrawal (it will return to the player's account in the casino) or wait for the money to be sent to the e-wallet. I chose the waiting option, of course, because I'm not going to go through the same ordeal again with withdrawing my winnings.

Casino told me that is a fault of PSP and they contacted with PSP on 12.12.2022 and they said:"We've received a notification from the PSP, that the money should arrive today / tomorrow"

But I still didn't receive any money.

Payment ID

68754e3e-afa4-4550-a5c8-a415ba555c36

4f90be60-7f4c-409f-ab79-a3454799c7d9

3379e350-6d3d-44d1-bc47-2bd83fa2f6a3

Player ID: 27***277

Dear Magg0t,

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

Hi. I've received winnings today so case can be closed. But I will recommend other players to avoid that casino.

Dear Magg0t,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru