The player from Germany had transferred 800 EUR to IceCasino, however, the deposit had not appeared in their casino account. We had advised the player to contact his payment provider to investigate the issue, as it was out of the casino's control. The casino had confirmed the transaction was unsuccessful and suggested that the funds should have been returned to the player's bank account. The player later confirmed that the issue had been resolved and his money had been returned to his account. Consequently, we had closed the complaint as 'resolved'.
IceCasino - Player's deposit has not been credited.
Amount: €800
IceCasino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello. I have made a transfer of 800 EUR at Ice Casino, but the money has not arrived at your club. I cannot get the money back from my bank because I have transferred it... the question is, what do I do now? Where is the money I paid to the Ice Casino club?
Automatic translation:
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5 months ago
Dear sirbumarian71,
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 that takes approximately one month. In these cases, the 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.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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5 months ago
Hello sirbumarian71
We've checked your request. The transaction is indeed unsuccessful. You should speak to your bank.
It is very possible the money may be held up for a couple of days, but it should be returned to your bank account.
Kind regards
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5 months ago
Thank you very much, IceCasino Team, for checking this for us.
Dear sirbumarian71,
Could you please advise if you contacted your bank already? Looking forward to hearing from you.
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5 months ago
Translation
Yes, thank you. The problem has been resolved. My money is back in my unproven account.
Automatic translation:
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5 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sirbumarian71, 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
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