IceCasino - Player’s deposit has never been credited to his casino account.

I deposited the minimum amount required from September 29 to prove how good it is and it turns out that on your page it appears as rejected, I contacted my bank and explained the matter to them, they reviewed and confirmed that my deposit was always firm and It was charged correctly by that company, immediately I contact the casino advisors and they tell me that they do not know anything about my deposit that I should send an email with a dozen requirements so that they can verify what happened??? Pure pretexts are not going to refund anything, I already sent them everything they asked for and today they told me that it will take several days to clarify my case because they do not know where my money is, and of course it is already in their accounts. the same thing happened to me with bet365 and they blocked me and 1xbet the same experience with the three casinos, and with none I could recover a penny. Please be very careful with these casinos and I hope the same thing does not happen to me, although it is not a huge amount if there is one left with the courage to put them on a silver platter and they are very shameless, they simply take it and keep it and there is nothing one can do. Thanks.

Dear gordomorales,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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.

Could you please advise if it was your first deposit in this casino? Have you contacted your payment provider already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Miss. Good morning petrol.

As soon as I saw that the payment was rejected, I contacted an executive from my BBVA bank, I explained my case to him, he reviewed my account and transactions, indicating that the deposit had already been collected by the recipient and that there is no way to reverse those funds. and that the company to which you deposit must investigate where those pesos went. And because of the type of response I received from the ICE CASINO advisor, I decided to file my complaint, not so much to get my money back, but to prevent other people from falling into that trap. I clarify that before my deposit I sent them the documentation required for KYC verification, and they still haven't reviewed it, that tells me a lot about their practices. Thanks. Sorry if it was my first deposit.

Thanks for your attention.

I fully understand your frustration, gordomorales. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 18 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Good day, After involving my bank along with you, countless chats, emails to Ice Casino. Pressing hard so that they didn't get away with it, they released my account 3 days ago, they had no choice since I did things right from the beginning by uploading the required documentation to their page, I clarify there was no refund but it allowed me to play without bonus for the first and last time in that casino. Thank you very much Casino Guru for your intervention.

Thank you, gordomorales, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

You can now conclude it, I thank you very much for your intervention. Good day.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, gordomorales, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru