The player from Germany had made a deposit of 140 euros on 1/11/24, which was deducted from their account but not credited to their casino account. After multiple communications with chat support, the deposit status was shown as declined, and the player had not received assistance or a refund. The issue was resolved when the casino confirmed that the deposit had been successful and credited to the player's account, following intervention from the Complaints Team. The player expressed gratitude for the resolution of the issue.
IceCasino - Player’s deposit has been declined.
Amount: €140
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Good day,
On 11/1/24, I made a deposit of 140 euros through instant transfer. The money was immediately deducted from my account but not credited to my player account.
I then contacted the chat support and was advised to wait 72 hours...
I waited until 11/5/24 and reached out to the chat again. I was told it had been forwarded to the appropriate department. Today, 11/6/24, the deposit status shows as declined, and the money has not been returned or credited. No one is helping me, and they say my screenshot from the bank is not sufficient. What should I do?!
Thank you.
Automatic translation:
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1 month ago
Dear AlexanderKoch,
Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're experiencing with your deposit.
To better understand and address your situation, could you please provide the following additional information:
- Has the casino given any specific reason why the deposit was declined after being marked as "pending" for several days?
- Could you confirm if you have contacted your bank regarding the payment and if they have provided any additional information about the transaction?
- In your communication with the casino, was there any mention of a reason why the screenshot from your bank was not sufficient for verification?
Your cooperation is crucial in order for us to proceed with the case and work towards resolving it.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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1 month ago
Translation
Good day,
The only reason I was given was (for technical reasons your payment was rejected)
I called my bank and I can see online that the money was debited and not returned. Before that I had also deposited several times with the same bank and it always worked after that too, except for this one deposit of 140 euros.
The reason they told me was that this screenshot does not match the payment, which cannot be true as this is the only payment for 140 euros!
And another employee wrote because there is no time on the screenshot, but in my online banking not a single transaction shows the time, date, usage and that's it.
Automatic translation:
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1 month ago
Dear AlexanderKoch
Sorry for inconveniences caused.
We can confirm that the ticket for investigation was created for PSP.
But they claim, that the receipt does not match the transaction.
Maybe you had some more transactions amounting 140 eur?
Regards
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1 month ago
Translation
Good day,
That was the only payment of 140 euros.
I had not made a deposit of 140 euros, I don't know what went wrong.Automatic translation:
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1 month ago
Translation
Good evening, I just received an email saying that the deposit was successful and I checked straight away and the deposit was credited to my player account for 140 euros.
This is 100% thanks to you. Thank you so much.
Automatic translation:
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1 month ago
Dear AlexanderKoch,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
Thank you very much, IceCasino, for your assistance.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
