IceCasino - 選手の退会が遅れました。

Hi.

Exactly 14 days ago I applied for 2 withdrawal requests, each with 499€. I had already successfully completed the KYC verification. Unfortunately, I always get the same answer from support that the payment would be processed by the payment provider and I need patience. According to the terms and conditions, however, it would be a maximum of 5 working days.

Unfortunately, I can't get any further myself, so I'm asking for your help.

It's about these payouts:

76c3dd10-9f1f-4196-b5ac-35359eca1c85

e2f72a89-37dc-4866-8c8c-a8a8c939c549

Hallo.

ich habe vor genau 14 Tagen 2 Auszahlungsanfragen mit jeweils 499€ beantragt. Die KYC Überprüfung habe ich schon vorher erfolgreich abgeschlossen gehabt. Leider bekomme ich vom Support immer die gleiche Antwort das die Auszahlung beim zahlungsanbieter bearbeitet würde und ich Geduld brauche. Laut den AGB‘S wären es allerdings maximal 5 Werktage.

Ich komme leider selbst nicht mehr weiter und bitte sie daher um Hilfe.

Es geht um diese Auszahlungen:

76c3dd10-9f1f-4196-b5ac-35359eca1c85

e2f72a89-37dc-4866-8c8c-a8a8c939c549

Dear onkel1986,

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?

What is the current status of both withdrawal requests? Are they marked as pending or processed in your account?

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

Hello,

Yes, I have received a payment before. I had played with a bonus but it was played correctly with a bet of €1 per spin. I also played through this bonus completely until it was automatically completed.

I am sending you the current status of the payments in the attachment.

Hallo,

ja ich habe schon einmal eine Auszahlung bekommen. Ich hatte mit einem Bonus gespielt der aber korrekt mit 1 € Einsatz pro Runde gespielt wurde. Diesen Bonus habe ich auch komplett durchgespielt bis er automatisch abgeschlossen wurde.

im Anhang schicke ich ihnen den jetzigen aktuellen Status der Auszahlungen.

Hello onkel1986

Sorry you've faced issues. We are contacting the PSP regarding these "stuck" transactions.

Kind regards

Hello,

how long is it going to take?

Hallo,

wie lange kann das dauern?

Dear onkel1986

Can you please confirm the money was received?

Thank you in advance!

Kind regards

Hi. yes the money has been received. Thanks for the quick help. But despite all that, it's a shame it took so long. And that there is not even an apology from the casino for the inconveniences such as a no deposit bonus or free spins.

Have a nice evening everyone

Hallo. ja das Geld ist eingegangen. Danke für die schnelle Hilfe. Aber trotz alledem schade das es so lange gedauert hat. Und das es nicht mal eine Entschuldigung seitens des Casinos gibt für die Unannehmlichkeiten wie zum Beispiel einen no Deposit Bonus oder free Spins.

eknen schönen Abend allerseits

Dear IceCasino team,

Thank you very much for your help.

I am happy to hear that you have received your winnings, onkel1986. 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.