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

I made a deposit of ¥1000 on December 22nd, but due to a technical problem, the reflection was delayed, so I was told to wait until the problem was resolved.

Since it is possible that I entered my ID incorrectly, I made a minimum deposit of ¥1000 again on December 31st.

I made an inquiry because it was not reflected within 1 hour at the time of payment, but it will be reflected within 24 hours, so if it does not reflect within 24 hours, I will inquire on the side, the same answer as last time.

And still both deposits are not reflected

Dear RGV250,

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 depositing 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 which payment method you have opted for? Please forward your payment receipts along with any relevant communication 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 

The ¥1000 re-deposited on 12/31 was not reflected within 24 hours after all.

Nothing bank transfer.

Please do not publish this data

Thank you, RGV250, for the forwarded email. Do I understand correctly that one of the deposits has been credited to your casino account already? Have you communicated this issue with the casino directly and provided the transaction ID number, please?

I also gave both IDs, but neither was reflected yet.

I asked for confirmation by telling my ID in the chat, but the answer was that the casino could not confirm the payment.

It was a response that could only be felt as a deceptive attitude as usual.

It may be that you are intentionally delaying the payment.

Dear RGV250

The KYC is not yet completed. Please refer to another e-mail with the instructions.

Kind regards

I have not raised any issues regarding withdrawals and KYC.

I just sent you an email with additional document images.

Please resolve the issue that the deposit on 12/22 has not been reflected yet.

12/31 I finally confirmed that the deposit was reflected yesterday.

If I can borrow this place, I would like to talk about all deposit reflections and withdrawals here.

This is because even if I inquire via chat, I get the wrong answer, and regarding inquiries via e-mail, I haven't received a single reply in the past few days.

I asked about filling out the withdrawal procedure in the chat this morning, but I was given the wrong answer. It is one point to visit the bank.

I think that employee training is not enough.

The correct answer was the zip code entry field.

Another operator told me.

I hope this issue will be resolved soon.

Thank you, RGV250, for the update. Do I understand correctly that the deposit from the 31st of December was credited to your casino account already, but the one from the 22nd of December is still missing?

Is there an issue with the KYC verification as well?

Regarding KYC, I am wondering why additional requests other than identity verification and address verification materials are necessary.

In my case, I submitted identity verification documents and address verification documents at the time of casino registration and received approval.

At other casinos, there are immediate requests such as inadequate documents such as unclear documents and taking pictures with faces when submitting.

It is a bit confusing, RGV250. Do I understand correctly that not only a deposit is still missing but you're experiencing difficulties verifying your account too?

Finally the rest of the deposit was reflected,

I am so tired of this issue that I have used up all my funds and decided not to use any ice casinos in the future.

All the deposits have been reflected, so this matter is resolved.

I would like to thank the staff of GURU and the staff in charge.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, RGV250, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru