The player from Croatia had a problem with deposits at a casino, having noticed additional charges of 10-20% above the deposit amount. The casino attributed these charges to the payment processing system. We advised the player to contact her payment provider for further investigation, as the casino could not influence these charges. However, the player did not respond to our messages, which led us to close the complaint due to lack of further information.
IceCasino - Player complains about additional gambling deposit fees.
Amount: €100
IceCasino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
I made deposits to this casino and they take an additional 10-20% from my account without warning.
For instance, today I made several deposits of 35 euro and my account was credited with 35 euro but when I saw my bank statement I relized 41 was taken out of it.
When I complaind to online chat they were very dissmisive and told me they do not charge a commission and it's the processing system's fault as though their processing system is no concern of theirs.
I have recently made many deposits to this casino and I wasn't checking until today that it is pulling additional money out of my account.
Public
Public
10 months ago
Dear SuzzieQ78,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that deposit fees are mostly charged by the payment provider. Please be sure to contact them as they need to investigate the origin of those fees In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Public
Public
10 months ago
Thank you Nick.
But shouldn't casinos have a contract with their payment providers? How is it up to me to resolve this issue?
Public
Public
10 months ago
Dear SuzzieQ78,
As it was you who deposited, your payment provider is responsible for those payments not the casino's. Please be sure to contact them for more information and let us know if you will have any update from them.
