The player from Slovenia made a deposit into his account but the money has not been added to his profile yet. After our intervention, we were able to help to resolve the player's issue. The player confirmed the complaint has been resolved successfully.
IceCasino - Player's deposit was not credited to his account.
Amount: €20
IceCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
When paying the deposit a few days ago... Took money from the bank card... Nothing on my profile... When I complained, I was supposed to wait 7 working days for a refund (€20)... Other... When transferring the deposit, it was money transferred to the profile, but free spins that were in the bonus... There were none... Upon complaint (7 days of waiting)...
Public
Public
11 months ago
Dear VladoBucher,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Ice Casino. Do I understand correctly that your €20 deposit has never been credited to your casino account?
Have you made any other deposits into your casino account? Are the free spins you mentioned a part of some other deposit bonus that has been successfully credited to your account?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
Public
Public
11 months ago
My deposit of €20 was not transferred to my casino account... (not even the bonus)... (The second deposit of €15 also included a bonus (free spins) was credited to my casino account... But the free spins were not were...
Public
Public
11 months ago
With these delays and errors, the player becomes nervous... The result is often a loss
Public
Public
11 months ago
I'm glad you got your free spins. What about your refund of €20? Have you received it yet?
Public
Public
11 months ago
The casino informed you that your refund shall be returned to your account in 7 working days, so I suggest you be patient and wait a bit more.
Usually, we advise the players to wait at least 14 days for their payments to arrive before submitting a complaint, because some delays may be caused by factors a casino cannot really influence. Thank you for your understanding.
Public
Public
11 months ago
Dear VladoBucher,
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.
Public
Public
11 months ago
The free spins were part of your second deposit, am I right?
But the first deposit of €20 that has not been credited to your account should be refunded to you. Have you received free spins instead of your refund?
Public
Public
10 months ago
Thank you very much, VladoBucher, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.
Public
Public
10 months ago
Hello VladoBucher,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite IceCasino to join the conversation.
Dear IceCasino,
Can you please provide more information regarding the player's refund? Was the refund processed?
Public
Public
10 months ago
Hello all
According to the check that was provided by the player - the transaction was successful and money was credited onto player's account.
Kind regards
Public
Public
10 months ago
Maybe I sent the wrong serial number of the payment... There were several payments for €20... no big deal... Thank you all for your help... Neither one nor the other will get rich with €20... so I'm stopping the appeal... Thank you...
Public
Public
10 months ago
Thank you both for the responses.
Dear VladoBucher,
As IceCasino mentioned it looks like the missing transaction was "found". Nowadays all transactions should be quite easy to trace, but on the other hand, no system is 100% perfect so an occasional error can still occur. I agree that €20 is not a life-changing amount and I wish you the best of luck to win much more than that 🤞🍀
Can we consider your complaint to be resolved?
Public
Public
10 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, VladoBucher, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal
Casino.Guru
Please disable your AdBlock