IceCasino - Player's deposit is missing.

Hello,

I've deposit 4 days ago 110 USD.

The casino didn't credit my money. I used their own crypto deposit, and send them all evidence about payment.

They told me, to wait 96 hours to have my money credited.

Today nothing, and I've contacted them again.

The chat was not professionnal and told me to wait again which is not normal at all.

I don't trust them, and won't play in that casino.

I should have read review before deposit.

I just want my money back and now.

I can't understand how a casino can do that and find that normal to treat people with no respect.

Dear vieiramarcantoine,

Thank you very much for submitting your complaint and forwarding the payment receipt. 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 to deposit any more funds until the issue is sorted.

Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you have been provided a unique one when opening the account? Was it your first deposit in this casino?

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

Best regards,

Petronela 

Dear vieiramarcantoine

Sorry you faced this issue.

The ticket was raised to the payment provider, and they are investigating.

Please expect the answer soon.

Kind regards

Hello Petronela and thanks for your reply.

The casino use Calypso, which provide a one time adress.

I've provide all evidence : transaction link, confirmation of calypso, and confirmation of my wallet.

The casino told me to wait 96 hours which I did, and then told me that someone should review my payment through the week end, and then today. But nothing was done.

They are making excuses, and I just want my money back by now as I don't trust them.

Btw they didn't do anything, so 3rd time they don't respect their word..

Thanks for helping me getting my moneyback

I completely empathize with your frustration, vieiramarcantoine. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 20 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Dear vieiramarcantoine,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, They credit it just days ago and refused to refund me, I had to loose it on their casino. Worst experience ever. Thanks for your help..

I have to contact emoore, but still the casino refused to refund me

I'm sorry for the inconvenience you've experienced. However, it's important to keep in mind that deposits made in an online casino must be used for wagering before they can be withdrawn. Given that your deposit was successfully credited, even though there was a delay, I would consider this matter resolved. Nevertheless, since you have expressed a desire for a refund of your deposit and subsequently played and lost the funds when the refund didn't occur, I'll categorize this complaint as rejected.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.