The player from Germany had been unable to withdraw a failed deposit back after waiting for over 14 days, despite having been told it would take a maximum of 72 hours. The player had contacted the casino's support frequently and provided necessary evidence, but had only received repeated assurances that the case was under review. We had recommended that the player contact his payment provider and extended the complaint's timeframe by 7 days for further updates. However, without any response from the player, we had to reject the complaint. The casino representative had claimed that the deposit transaction had been credited to the player's account.
IceCasino - Player’s deposit has not been credited to his account.
Amount: €30
IceCasino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
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8 months ago
Translation
I've been waiting since 30.03.24 for my failed deposit that, for unknown reasons, couldn't be processed! It was stated that my money would automatically be back in my account in a maximum of 72 hours!!
Now, 14 days later, still nothing has happened!! I've been contacting the support daily, even several times a day, lodging complaints and asking what's going on! Multiple times I've sent screenshots of the emails from ICE stating that the deposit failed and from the account with the deposit via sofort! Even the complete account statement from January up to the payment, so it can be validated that no money was refunded up to that time, and that the payment did indeed succeed! Every time, I get the same preformatted responses and hear the same scripted phrases, that it's still under review by our "SPECIALISTS" and I will receive an email as soon as there are results!!!
I'm starting to honestly believe this is simply a scam, FRAUD!!!because in no way have they made any sort of gesture to rectify the situation,!Not even a credit or free spins! And after 14 days, it's clear that they have absolutely no interest in doing anything!hoping I will just give up! It's clear that it's only a small amount of 30€, not 30000€! And for this problem, they offer nothing, absolutely nothing, to their customers as a small compensation! upon inquiry, you get an immediate response that unfortunately no bonus or free spins without deposit are possible! End of story!🤬🤔
Automatic translation:
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8 months ago
Dear christianbrauer1983,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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7 months ago
Hello all
The deposit transaction was credited onto player's account on 2024-04-26
Kind regards
