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keep rejecting my withdrawals and blaming technical error, chat is a bot keep getting the same response that my payment is pending but then it gets rejected and they can’t tell me why and just try again going around in circles

they don’t notify you of rejection so you just have to keep checking

Dear Michellel177,

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

complaints team confirmed withdrawal was processed and subsequently it was rejected, have over 20 rejected requests now and I keep getting told technical error try again no one willing to look further or provide an alternative despite the volume of rejections

trying with chat again and I keep getting the exact same response

Just to add there chat function is terrible I’m 3 and a half hours holding I had one chat that just closed after two hours waiting and I’m sitting in another an hour and a half now just being told I need more time to check please hold over and over and over! Dreadful practices

4 hours waiting while they "investigate"

and still just being told technical issues and that’s it no one can tell me how to avoid these issues

Finally spoke to someone called Adrian who confirmed withdrawals to bank cards don’t really work and I should try Skrill so will be setting up an account with them should my current pending payments also get rejected but really shouldn’t have to, they shouldn’t advertise a payment method that’s not available, not sure how this casino has a perfect reputation when there withdrawals don’t work and chats take hours to get the bare minimum of information with no resolutions. I can see many have made similar complaints looking forward to your feedback as I see you have been successful with previous issues

Noticed earlier message contains sensitive information please do not make public screenshots

Thank you for your reply, Michellel177. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

No never made a successful withdrawal I have passed verification, winnings were not from a bonus have been told multiple times my withdrawals are approved and then they are just rejected when i speak to someone to ask why they say it’s a technical error and to try again not below list of transactions that have been rejected due to technical error so far

11de95a3

3bfd5c84

606724db

f5185812

9f1a88e6

9da8db62

44e678ee

4d1061ab

c4f78b0d

cde28155

ce21298e

de4da677

d84e3ac8

fb20082c

a2eb8368

5630ed72

fa261154

5af21f00

aa8e714b

69329e91

e328d5f5

f0bb3892

a0c7e6f8

819c5347

7e662f7e

357b5db4

3690f589

ffd8d0e9

06f05b61

a94217e0

37561fd2

example of response from Ice casino just before they rejected payments

Also just to note I did try an alternative method but it wasn’t verified so I decided to revert to my card and cancelled the requests when I cancelled them I received an email to let me know there was an issue but when Rejected by casino you receive no notification and have to keep checking

Hi, had more payments rejected today due to technical errors, still no successful withdrawals since 12th of Jan can you help me get a resolution with casino ?

Dear Michellel177

The Casino is doing their best to withdraw, by confirming the transaction.

But it looks, like your bank is not supporting the withdrawal. Any chance you have an alternative card that was issued by a different bank?

Kind regards

Hi, I have a card with Revolut If that would work? I don’t have the option to make a withdrawal at present however, I have added card to KYC can it be verified?

had another rejected payment and tried my Revolut card, it didn’t work. I’ve tried AstroPay now so hopefully this method will work

Hello everyone,

Thank you both for your replies.

Michellel177, please, keep us updated about the AstroPay withdrawal. Thank you very much.

Hello Michellel177

No, unfortunately Revolut will not work out for withdrawal.

Although we see that the money was successfully withdrawn via Astropay.

Would appreciate if you could confirm that.

Kind regards

Hi yes confirmed recieved €400, can you reject the €1100 pending against my card so I can try astro for that ?

Dear Michellel177

Please speak to live support regarding the request above.

Kind regards

Hi,

ive tried several times in chat to arrange they couldn’t help guess I’ll have to wait

Hello everyone,

Michellel177, has there been any news? Have you managed to cancel your other withdrawals and request them via Astropay?

Yeah finally managed to withdraw

Dear Michellel177,

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