It sounds like it is frozen over. Most ice buckets can be removed by pulling them straight out. Some models may need to be slightly lifted up before removing but you may want to look in your user's manual to make sure you are removing it correctly. If the ice bucket can't be easily removed, it's more than likely frozen. If this happens, do not use force to remove it, or use anything such as a hair dryer to defrost it. Please send us a private message to the link with your model and serial number.