The player from Austria is dissatisfied with the high deposit fees. She also claims that bonuses have not been credited. We rejected the complaint because the player didn't respond to our messages and questions.
IceCasino - Player's dissatisfied with fees.
Amount: €1,000
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
2 years ago
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2 years ago
Translation
I made multiple deposits and each time I had hidden costs. In addition, bonuses were not credited
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2 years ago
Dear charlie6311,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To begin with, I would like to emphasize, that fees are usually deducted by the payment provider in a form of a transaction fee or currency exchange fee. Could you please advise how much money you deposited and how much money has in fact been credited to your account?
Also, would you be so kind as to clarify which bonus you tried to active?
Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello and thank you for the opportunity to comment. But I don't want to make my bank statements public here. The fact is that I have always had to pay additional fees for Visa and bank transfer transfers. The individual incidents in which no bonus was credited to me despite previous activation (deposit bonus/free spins) can no longer be traced either. I have tried several times to clarify these problems in live chat. Sometimes I waited up to 30 minutes for a response and then lost patience. I've tried several times to delete my account over the past few days, but was stalled in live chat and asked to explain my decision. A few minutes ago I just sent an email requesting that my account be deleted. I've been a member of many casinos for years, but the icecasino is just dubious. It is also incomprehensible to me that I can play all slots with a bonus balance one day and suddenly many games can only be played with real money the next day. In my opinion, this is a compulsion to make another deposit. After all, the casino knows my favorites and all of a sudden I can no longer play them with a bonus balance - extremely mysterious. Communication is the hardest part. Either there is no contact at all and/and one waits forever for an answer and/and the communication can only take place in English and/and the communication is simply terminated.
Verification is only possible via e-mail and is therefore impossible because you never get an answer from support. I've been an avid gambler at several good casinos for many years and my losses have been minimized by my winnings, but at icecasino I haven't had even a remote chance of getting my winnings paid out. Thanks
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2 years ago
Translation
I just received this mail, but when I click on the button, absolutely NOTHING happens
Edited
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2 years ago
Thank you for your reply and for sharing your experience with us, charlie6311. Unfortunately, if the fees are charged by the payment provider, we cannot punish the casino. Payment providers are free to deduct currency exchange fees and transaction fees and this is not the casino's mistake.
I have just now finished my conversation with the live chat. I was immediately connected to a live chat agent and even though their replies were a little bit slower, I received answers to all my questions. I would like to emphasize that we test the support with each update and if we ever come across a negative experience, we make sure that it is calculated in the casino's overall rating.
Regarding your last answer, unfortunately, I am not sure what button you mean, so I am not able to provide further assistance. Could you please elaborate?
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2 years ago
Dear charlie6311,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello kristina, I will try to submit the required information immediately. To do this, I have to log into my account and also into the icecasino. I had received several emails from icecasino regarding my complaints. I am sending this as an attachment. Thanks
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2 years ago
charlie6311, I have not received any emails with the communication between you and the casino. Could you please provide it? My email address is kristina.s@casino.guru.
