IceCasino - 選手の退会が遅れました。

2nd of October request of withdraw has been made. 6th of October I got the confirmation that the withdraw was successful, my account is verified. As of today I still have not received money on my bank account.

Dear Rafael123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue?

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

Best regards,

Kristina

Hi,

I did not make any withdraws before, it was the first one.

This winnings was without active bonus.

I contacted casino few times via online chat, they just said they will transfer my issue to responsible department, no feedback from them.

Thank you for your reply, Rafael123. Could you please advise what is the current status of your withdrawal request? Is it marked as processed in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hi,

Current status of my withdraw request is marked as "success" so it has been processed on my account, on your email I am sending you screenshot from payment history which is showing that.

I am sending on your email also as requested chat history with casino.

Thank you very much Rafael123 for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Rafael123,

I am so disappointed to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite an IceCasino representative to join this conversation and participate in the resolution of this complaint.

Dear IceCasino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Rafael123, Casino Guru team

We'd like to confirm that the withdrawal request 982ee641-e5d8-4350-9c0f-bdde6ea52539 amounting 9000 PLN was confirmed by the casino at 06.10.2022 13:54:07 (UTC), and at 06.10.2022 13:54:28 (UTC) the transaction got the status "success". Usually it takes 1-3 days for the player's bank to clear the money.

Dear Rafael123, in case the money did not reach your bank account, we are kindly asking you notify our live support, describe the issue and provide the requested information. The Casino team will contact PSP and launch investigation.

Sorry for inconveniences and hope for a speedy resolution.

Kind regards

Dear Rafael123,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hi,

I did not receive payment.

Icecasino, I contacted your support and I did not receive any answer different than you transferred the case to some department.

Regards

Hello,

We can see that the previous transaction request was cancelled by the PSP. The new one was approved.

We hope it will go smoothly.

Kind regards

Dear Rafael123,

Could you please confirm when you receive the payment?

I am looking forward to your response.

Kind regards,

Stefan

Hello all,

From the Casino side, we'd like to confirm, that the transaction was successful.

Waiting for the confirmation from the player.

Kind regards

Hi,

I confirm the money arrives.

Thanks a lot Casinoguru team for handling the case.

Regards

Dear Rafael123,

I am really glad to hear that! 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.

Kind regards,

Stefan