IceCasino - Player's bonus has been delayed.

Today, I accessed the online casino Ice Casino recommended by your company after receiving a suggestion. During the sign-up process, I noticed that the deposit bonus was active, which prompted me to make a deposit of R$20.00. However, I did not receive the bonus as advertised.

I immediately contacted customer support. The representative initially claimed that there was no such bonus. After I sent a screenshot proving that the bonus was active at the time of my deposit, she said she would check into it. Upon returning, she mentioned that another bonus was also active on my account, and despite selecting the intended bonus, the other bonus interfered, requiring me to make another deposit after canceling the conflicting bonus she had added alongside the initial one. I disagreed as I had selected the deposit for the indicated bonus, so there was no reason not to receive it. After much frustration and embarrassment, I followed her instructions to make another deposit, yet once again, I did not receive the offered bonus. I contacted support again and relayed the same issue to the same representative, Laura, who suggested that I wait because it was under review, or alternatively, I could file a complaint here, demonstrating complete disrespect for the customer.

Dear NillMaktub,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IceCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What was the bonus that was activated on your account?
• Could you please share which bonus was advertised to you?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Have you decided to play your first and second deposits in the casino or have you requested a refund?

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

That was the bonus.

Dear NillMaktub

According to our records, the bonus was manually credited onto your account on 02-09-2024 10:05 (UTC)

Can you kindly confirm?

Regards

I did not receive the bonus in question, I entered the casino for the advertisement and now they gave me 27 reais and 20 spins in a game that is not the one of the promotion and that I did not receive, they only said that it was released but I did not receive it. and the promotion that I am questioning is not this one, I do not want something that is not what is clear there in the print that I sent, because that was what you were offering and if you did not deliver that is misleading advertising. As you can see, you don't have the promised spins and neither is the amount that was in the bonus that I activated and made the deposit. the print of the bonus that was active is in the previous conversation that I sent above.

I've just checked in the casino and the spins bonus has been credited.

Dear NillMaktub, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Tomas

Casino.Guru