The player from Denmark had made a deposit of 100kr on December 2, but had not received the promised 100kr bonus associated with a promotional code. Despite his attempts to contact the casino about the missing bonus, he had received no response. After the player had raised the issue with us, we had facilitated communication between him and the casino. The casino had acknowledged an internal error which had prevented the bonus from being added to the player's account. The bonus was subsequently credited to the player's account, resolving the issue.
ICE36 Casino DK - Player didn’t receive a promised deposit bonus.
Amount: 100 kr.
ICE36 Casino DK
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Hello i deposit 100kr on dec 2 but i did not get my 100kr bonus
I got an email about the promotion that they have a Christmas bonus 100% up to 500kr min deposit 100kr With Bonus Code JuleNyt
The promotion is vaild to dec 6
I have try too contact them but with no luck at all here are some screenshots from deposit plus email i got from the promotion plus there live chat with no replys.. Hope they can credit me the 100kr bonus with your help guru 🙂
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11 months ago
Dear mali4ubaby213,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Ice36 Casino DK.
Please allow me to ask you a few questions, so I can better understand the situation.
- At which point was it necessary to enter the promotional code 'JuleNyt' in order to redeem the bonus?
- Have you entered the specified bonus code when making the deposit, please?
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,
Tomas
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11 months ago
I entered the specified bonus code JuleNyt when i made the deposit sir just like it says on the screenshot i have sent 🙁 but did not get my bonus and they don't reply me
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11 months ago
Hi There,
I am sorry to hear you did not receive your bonus with your deposit.
I have checked and I am unable to see any contact with our support team regarding this offer.
In order for us to investigate this further, we will ned a copy of the full email, please forward the full email to support@ice36.com and we will be happy to assist you with this.
Thank you for understanding,
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11 months ago
Thanks to both parties for coopertion.
Dear Ice36 Casino representative,
Have you had time to look into the issue with the bonus not being credited?
Could you please let us know about any progress?
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11 months ago
Hi Rade,
Sorry for the delay in getting back to you about this.
I had this investigated by the relevant department and it appears there was an error internally when you attempted to claim the bonus and this is the reason it was not added to your account.
We have now added the bonus for you and if you head over to your rewards, you should now be able to claim this.
Thanks for your patience and understanding.
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11 months ago
Dear mali4ubaby213,
Was the bonus credited to your account successfully? May we consider the issue resolved?
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11 months ago
Yes it was it took some days but yeah i Got it last night when i try to login at the casino under rewards🙂 thanks to casino guru and ice36 casino Thanks to both parties for coopertion case is resolved💪🏽
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11 months ago
Dear mali4ubaby213,
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 and Ice36 Casino DK for your cooperation.
Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
