IceCasino - Die Gewinne des Spielers werden verspätet und nicht ausgezahlt.

Total unpaid amount: €9,999

Player ID: 29101555 [personal info deleted by Casino.Guru]

On 08/07/2025, I requested three withdrawals from Ice Casino:

€2,500 – Status: New – Transaction ID: 6e260fa8-7731-…

€2,500 – Status: Processing – Transaction ID: 6dea638e-0db2-…

€4,999 – Status: Processing – Transaction ID: c27ac6d2-4633-…

All three withdrawals were made on the same day, but the process keeps getting delayed.

At first, I was told the money would arrive by 28/07/2025, then the date was moved to 31/07/2025, and later I was asked to wait 5 more business days due to a technical issue.

For the €4,999 payment, the casino claimed that the transaction is being processed by an external provider – but I received no confirmation, no email, and no proof of payment.

The €2,500 withdrawal from 31/07/2025 is still marked as New and hasn’t been processed at all.

Now, the live chat is not answering me anymore, and the total amount of €9,999 is still unpaid.

I kindly request your help. I have screenshots and chat transcripts that prove everything.

Thank you in advance.

Dear nikolasvaradi12391,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawals from IceCasino.

Thank you as well for forwarding the screenshots and chat transcripts — they will be very helpful. To better understand your situation and proceed with the case, could you please clarify the following:

1. Did you successfully pass the casino’s verification (KYC) process, or were you asked for any additional documents?
2. Could you specify the payment method you used for these withdrawals?
3. Have you received any partial payments from the casino so far?

If you have any additional supporting evidence, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear nikolasvaradi12391,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru