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I applied for a withdrawal of $4,950 on April 21.

If the amount is $5,000 or less, the casino states that the withdrawal will be completed within 5 business days, but after more than a month, the full amount of funds has not been received.

When I applied for a withdrawal, the withdrawal amount was split up and a small amount of funds was received several times. $1567 was received by April 28, but the remaining amount has still not been withdrawn.

Dear nemtree,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Is the withdrawal of the rest of your funds still pending in your account? (4950 - 1567 = 3383 USD)

Looking forward to hearing from you.

Best regards,

Tomas

Thank you for your reply.

My account is fully verified.

We have contacted you about every week or so after the casino's specified deadline.

Your withdrawal has already been released from our side and is now being processed by a third party electronic payment processor.

Unfortunately, due to the delays, it is not possible to give you any delivery date.

We received a response stating,

We waited for the payment to arrive as instructed, and contacted you when more than a month had passed.

The remaining funds are "in progress" in our account.

Thank you very much, nemtree, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you nemtree for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask IceCasino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you very much.

Best regards.

Dear nemtree

Was your issue resolved?

Regards

Funds have been withdrawn.

Thank you very much.

However, once all funds were withdrawn, the account was suddenly blocked.

What is the cause?

Dear nemtree,

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,

Peter