The player from Germany has purchased Free Spins. Unfortunately, they were not credited to account even if the funds have been deducted from the balance. The player has confirmed they were refunded and got free spins credited back.
IceCasino - Player didn't receive Free Spins.
Amount: €80
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I bought free spins for €80 on 10/24 and did not receive any free spins. The software did not trigger the bonus but still deducted the money from the balance.
The casino was contacted about the incident. Unfortunately I have not received any response to date. In daily contact, I was told every day that it was forwarded to the specialist department - but nothing happened.
Dear Casino Guru team please help me.
Automatic translation:
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1 year ago
Dear Ryan90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you bought Free Spins separately or as an in-game bonus feature? Please forward any supporting evidence along with relevant communication to petronela.k@casino.guru. I have received a screenshot from you already, unfortunately, it is too blurry.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Player's additional comments:
"Dear Sir or Madam,
I bought the games as a bonus feature. I am sending you the screenshot that shows that I bought the games (bet 80.00€) but did not receive them. Otherwise, I should have received at least the profit from the scatters. As you can see, I didn't receive anything, so the games weren't triggered."
Automatic translation:
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1 year ago
Thank you very much, Ryan90, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello Ryan90,
This is Tomas and from now on, I will be taking care of your complaint. I would like to invite IceCasino's representatives to join this discussion in order to resolve the issue.
Dear IceCasino,
Can you please state a reason why Free Spins were not credited to the player's account even though the funds have been deducted from the balance?
Thank you.
Kind regards,
Tomas
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1 year ago
Hello Ryan90
Sorry you've faced troubles.
Kindly let us know if you've reported the issue to online support.
Thank you in advance!
Kind regards
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1 year ago
Translation
hello I have already written to the support 5 times. So far the problem has not been solved.
It's gotten even worse. In the meantime it has already happened 3 times that purchased bonus games have not been triggered.
Here is the listing:
- 24.10.2022 23:09:45 (80€ Starlight Princess)
- 03.11.2022 15:37:11 (40€ Sugar Rush)
- 03.11.2022 22:50:11 (40€ Sugar Rush)
I would be happy to send you all the screenshots.
It is unacceptable that the support is not working towards a solution and that this problem has already occurred to me several times.
Warm greetings
Automatic translation:
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1 year ago
Dear IceCasino,
Could you please inform us if there might be any issues with crediting bonuses?
Thank you.
Kind regards,
Tomas
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1 year ago
Translation
Hello Thomas, I sent you an email.
here is more information.
Warm greetings
Automatic translation:
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1 year ago
Hello Ryan90
We can see that the administration has granted you with the free-spins in different games.
Also, the amount of 120 was refunded to your account. Sorry for inconveniences caused by the technical issues.
Kind regards
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1 year ago
Translation
get a refund. However, only the value 120 €
There are still 40€ left
Edited
Automatic translation:
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1 year ago
Dear Ryan90
Please check now.
Also, a kind reminder - you did receive the freespins in different games.
Best regards
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1 year ago
Dear Ryan90,
Could you please confirm that the matter is now resolved? Are you willing to accept credited free spins in different games compared to the ones you originally played?
Thank you very much.
Kind regards,
Tomas
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1 year ago
Dear Ryan90,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Tomas
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