IceCasino - Player’s deposits have never been credited to their casino account.

Ich habe Geld eingezahlt 2x 30 Euro beides ist auch vom Konto abgebucht worden. Aber beide Beträge wurden mir bis jetzt nicht gutgeschrieben. Ich habe eine Sofortüberweisung getätigt vorher kamm das Geld komischerweise auch sofort an und jetzt hat der nette Herr im Livechat mir erzählt es dauert 3 Tage bis der Betrag gut geschrieben wird was mir aber unglaublich erscheint weil eben das andere Geld ja auch sofort verbucht wurde.

Dear nadineanders81,

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 deposits have 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.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it along with the payment receipts 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 

Nein leider habe ich es noch nicht meiner Bank gemeldet

I would strongly recommend doing so as only the sender can track the transaction, not the beneficiary. Meanwhile, please forward the payment receipts to petronela.k@casino.guru. Thank you very much in advance.

Ja ok dann werde ich diese mal weiter leiten muss da was mit hin geschrieben werden z.b Spieler ID

I will be waiting for the payment receipts patiently. Thank you very much in advance.

Zahlungseingang wie soll ich die jetzt nachweisen

You could forward screenshots of the payments from your internet banking to petronela.k@casino.guru.

Ja da muss ich nachher gleich mal schauen und sende es dann sofort

Perfect. I will be waiting for your reply patiently. Thank you in advance.

Ich hoffe es ist jetzt richtig

Thank you, nadineanders81, for the forwarded information.

As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than two weeks now since unsuccessful transactions (13/01/2022), I will set the timer for additional 10 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Please bear in mind, only the sender can track the transaction, not the beneficiary.

Ok dann werde ich die Sache im Auge behalten

Is that your casino cashier history, please?

Ja

Do I understand correctly that all those deposits have been successfully credited to your casino account?

Ja alle bis auf die am 13.01.22 die ist aufgeführt wurde aber nicht gutgeschrieben und dann fehlen aber vom 13.01.22 nochmal 30 Euro die ich um 13.40 Uhr überwiesen habe.

I see. As I mentioned earlier, please bear with me another 8 days and if there's no development by then we will intervene. Thank you very much for your patience.

Ok

Hello nadineanders81,

Have there been any developments since our last conversation?

Nein ich habe da nochmal hin geschrieben aber es kam keine Reaktion

Thank you very much, nadineanders81, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nadineanders81,

I looked at your complaint and will do my best to help you. I would like to invite IceCasino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear player, we are very sorry to hear that you have problem depositing at our casino. We will do our best to resolve the issue as quickly as possible.

Prior to proceeding with the investigation, please let us know if you contacted live support and informed about the issue? Have you provided proofs that the money was deducted from your bank account?

If not - we kindly ask you to speak to support, they will deliver the info to the payment provider.

Thank you!

Ja ich habe mich schon des öfteren mit den Livechat in Verbindung gesetzt einmal hat ein Mitarbeiter 30 Euro gefunden aber nie gutgeschrieben die anderen 30 hat angeblich keiner gesehen auch Emails habe ich schon mehr geschrieben. Schade eigentlich ich bin darüber echt frustriert da ich schon mal in einen andren Casino viel Geld verloren habe

As far as wee see, you have not provided any proofs of money deduction from your bank account, we kindly ask you to speak to the live support, provide all the necessary details regarding the transactions. This will definitely help us find you lost deposits.

Na aber sicher habe ich Beweise die ich hier auf diese Seite auch schon hoch geladen habe genau wie den Scherz es sei Geld auf mein Spielerkonto gegangen das ist eine Frechheit

Jetzt wollte ich wieder im Livechat schreiben und wieder ist dieser nicht erreichbar komisch

Dear Player, we would like to resolve the issue as soon as possible. But we need to get payment confirmation in our live chat. As soon as we receive this confirmation, we will be able to resolve this issue. Please, if you have these documents, provide them to our official representative on the ice casino website.

Der Chat ist von heute hab nicht alles rauf bekommen

Dear nadineanders81,

follow the Casino's instructions and let me know about your progress, please.

Ich habe alles gemacht was die geschrieben haben sie will es jetzt an die Finanzabteilung weiter geben

Jetzt soll ich wieder irgendwelche Transaktionsnummern schicken komm mir langsam verarscht vor ich habe beide Kontoauszüge geschickt da steht doch alles drauf sogar die Uhrzeit und das Datum wann ich das Geld überwiesen habe

Dear nadineanders81,

We are contacting the payment provider re the issue. 

Pardon for the delay that is cause due to the absence of the transaction completely within the casino platform. We will revert ASAP. 

Dear Casino,

keep us informed, please.

Dear nadineanders81

Thank you for your patience. Since we have not yet received any update from the payment provider, please accept a small gift from the Casino, while waiting. It's been granted onto your account.

Sorry for the inconveniences.

Best regards

Oh das ist sehr nett Dankeschön

Lieben Dank

Dear Player,

as we can see, the request for a refund is successful and money have already been received into your account. Once again, we regret the current situation had happen and hope that such an experience will not be repeated. In any case, our team is interested in resolving any your issue.

Best regards, Ice Casino team 

Lieben Dank für Ihre Mühen ich bin Positiv überrascht.Danke

Dear nadineanders81,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru