The player from Germany had an issue with IceCasino regarding a withdrawal of 1900 Euros made on December 11th, which he had not received in his Santander Bank account. Despite the casino having provided proof of payment, the issue had remained unresolved. The player had suggested that the casino re-deposit the money for a fresh withdrawal attempt but had received no assistance. After lengthy back-and-forth communication involving the player, the casino, and the Complaints Team, and after the player had provided an official document from his bank confirming the missing transaction, the casino had finally confirmed the transaction. The player had confirmed the receipt of his winnings, thus resolving the complaint.
IceCasino - Player's withdrawal funds are missing.
Amount: €1,900
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
9 months ago
Public
Public
10 months ago
Translation
Hello,
I managed to win 1900 Euros on the 5th of December and withdrew the funds. The withdrawal was processed on the 11th of December and apparently, the funds were deposited into the account I had provided. My account is with the Santander Bank. To date, the funds have not yet been received, attached you can find a bank statement. Despite making numerous inquiries at the casino, they only send me a proof of payment each time. Today, I sought help once again, requesting them to check if by any chance the money had been returned to the casino due to a failed transfer. However, every request for assistance is being denied and they only refer back to the proof of payment. They also neglected to comply with my request to display the full IBAN on the proof of payment without censorship. Today, I also contacted my bank to inquire if any amount is being withheld, but that is not the case!! I requested the casino to re-deposit the money into my account for a new withdrawal to another account (if there were indeed issues from my bank in receiving the funds, which would be quite strange), but again I was referred back to the proof of payment and was told that no funds can be credited to the gaming account as it had already been paid out! Now I am asking for your assistance to help me retrieve my money. This is extremely frustrating since I have already deposited a large amount of money there and I am down by several thousand Euros!
Automatic translation:
Public
Public
10 months ago
Hello Selics,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever withdrawal request in the casino? Did you double check all the information of the payment if it was sent to the correct bank account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello,
my account has been verified since February 8, 2023. At that time a payout also took place on February 15th. The money was in my account within a few hours of being processed. At that time I had the account at BW Bank Stuttgart. Now I have an account at another bank because I changed banks. The visible number on the payout receipt matches my details. However, 3 days ago I asked the casino to send me the complete Iban to which they transferred so that I could check all the numbers again, but in vain I received the proof of withdrawal a second time where only the beginning and end numbers are visible. Normally the Iban should be correct because I copied it from my data and inserted it into the payout process. Most recently, I spoke to the casino this morning and asked them to check whether the money had been transferred back to their account. This would be the case if it had been blocked by my bank or the transfer was incorrect. However, again they only responded with proof of payment. I assume that the casino did not carry out the transfer. If yes and it was transferred back then I would like to pay it out again to my other account. This only applies if the transfer came back to their account. If you haven't transferred anything yet, you can transfer the money to the Santander account you have already specified!
Automatic translation:
Public
Public
10 months ago
Hello Selics,
Can you please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?
Public
Public
10 months ago
Translation
Hello. I always wrote in chat. This will not be saved! All I can do is forward the casino's email where they sent in response to my complaints. It only contains proof of payment, which I have already sent to you! What do you wish?
Automatic translation:
Public
Public
10 months ago
Hello Selics
Here is a complete "IBAN": "DE77310108339911896135" that the withdrawal amounting 1900 EUR went to.
Hope this clarifies.
Kind regards
Public
Public
10 months ago
Translation
Hello. Thank you for the IBAN. I just checked the data again! They fit exactly. No payment has been received on the account! How can that be???
Automatic translation:
Public
Public
10 months ago
Translation
As you could also see on the bank statement. What would be the next step now? It is impossible for a transfer to get lost these days! So what's the next step? It's been 3 weeks now! A check of the money by my bank would have been completed long ago! I think that there was a problem on the part of the casino and the transfer was not processed or returned to the casino's bank account.
Automatic translation:
Public
Public
10 months ago
Translation
I have now researched and was able to save the chat histories. I will send this to the email address provided! I also called my bank again earlier. It is impossible for money sent using SEPA to not arrive. It is also not possible for my bank to "block the money". The only possibility is that the casino has not paid out or the casino's bank, Modulr Ireland, has not carried out the transfer. The casino has to contact its bank and look for the money that was 100% not sent out to the confirmed IBAN from me!
Edited
Automatic translation:
Public
Public
10 months ago
Translation
So I'm really starting to lose patience. I have deposited a bunch of money into the casino in the past, all with one click in a few seconds from the account to the casino account. Then I win and the casino pulls something like that. There is nothing in between. To date, after 4 weeks, the money is not in my bank account despite the correct IBAN, which just means that the casino has not transferred the amount, no matter what proof is provided by the casino. There is no possibility of money being lost with the SEPA process. The casino should finally transfer the amount I earned!!!
Automatic translation:
Public
Public
10 months ago
Based on all information provided so far, the complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on in this case.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
10 months ago
Hello Selics,
I'm Michal, and I have taken over your complaint. I have reviewed your case, and I must admit this is an unfortunate situation. Although these days it is quite rare that a transaction is not completed successfully, especially when there is proof of payment, but still even the best systems can occasionally have unexpected errors. I understand the position of the casino team that the payment has been sent from their side, so they don't really have much influence on the transaction anymore, but I guess they could at least check the transaction status with the payment provider to be sure that it was completed successfully. We would like to invite IceCasino to join the conversation.
Dear IceCasino,
Can you please double-check with your payment provider the status of the transaction and why were the funds still not credited to the player's bank account when the IBAN seems to be correct?
Public
Public
10 months ago
Translation
Hello Michal,
At the beginning I also thought about the innocence of the casino after proof of payment! However, I have now obtained several technical information from banks etc. There is zero chance that money will be lost in the Sepa process or not credited to the recipient account! The error is with the casino or its bank. The Iban was absolutely correct. Either the transfer didn't take place, the casino's bank carried it out incorrectly or, if there was really a system error, it was credited back to the casino's bank account after such a long time at the latest because the amount isn't in my account. What else is impossible with today's banking systems! Especially in Europe and a transaction between Ireland and Germany! The casino is therefore obliged to research or search for the money with its bank (since the money can only be there, this was confirmed to me by several professional bodies) and finally transfer it to me correctly!
Automatic translation:
Public
Public
10 months ago
Dear Selics
Sorry about the situation, you must turn to our support and provide all the evidence for them to launch the investigation. Please provide as many details as possible.
Thank you for your cooperation!
Kind regards
Public
Public
10 months ago
Translation
What evidence do you need? And where do I have to go???
Automatic translation:
Public
Public
10 months ago
Translation
I have already provided a bank statement here. What other evidence should I provide??? Can you please check with your bank for the money?!
Automatic translation:
Public
Public
10 months ago
Dear Selics,
I appreciate that you've already shared your bank statement with us. However, it seems to be missing the typical official bank markings found on a standard statement. To address this, kindly either download a new PDF statement from your internet banking, ensuring it includes the official bank indicators, or reach out to your bank to obtain an official PDF statement. Ensure that all December 2023 transactions are clearly visible so that the casino team can use it if necessary when liaising with their payment provider.
Once you have the updated statement, please forward it, along with a description of your issue, to support@icecasino.com. Additionally, include my email (michal.k@casino.guru) in the "Cc" field so that I can stay informed about the progress.
Thank you.
Public
Public
10 months ago
Translation
2 days ago I sent a bank statement to the casino. Is there any news yet?
Automatic translation:
Public
Public
10 months ago
Dear Selics,
I have received your email successfully, so I'm sure the casino support team has received it as well. I share your desire to witness progress on the matter. However, it's important to recognize that investigating the situation with their payment provider requires a certain amount of time. While I understand the frustration that comes with waiting, I must request your patience in this matter. I appreciate your understanding, and rest assured, you will be promptly informed of any developments.
Thank you,
Michal
Public
Public
10 months ago
Dear Selics,
I wanted to inform you that the investigation is still in progress. I acknowledge the frustration that accompanies the waiting period, and I kindly ask for your patience in this regard. Your understanding is greatly appreciated.
Public
Public
10 months ago
Dear Selics
We've contacted the PSP again and again, and they say that the money was sent 100%.
Here what we suggest doing further:
Previously, you received the confirmation of payment from us, could you please take it to the bank and let them respond (in a written form) that they confirm, that they never received the transfer in accordance to the payment details provided.
Thank you!
Public
Public
10 months ago
Translation
Dear Ice Casino, is this supposed to be a joke or another measure to delay the matter?! Why did you want an official bank statement (confirming that no money was received from you) when I am now being asked to undertake further time-consuming circumstances and efforts that are ridiculous in my opinion?! We are in the European area where the alleged transfer took place, losing the money in the Sepa system is practically impossible! Your entire behavior and approach to this case is unbelievable and extremely dubious to me! I will now request the required document from my bank but I am very surprised about everything and that Casino Gurus tolerates something like this!
Edited
Automatic translation:
Public
Public
10 months ago
Dear Selic
We're afraid there is not much more we can do, as you see, we do try our best to help you. But it's tough to argue, when the proof of payout is in place. Basically, it's the firm confirmation of a successful transaction. If we have an official document from the bank, stating that indeed this transaction is missing, we could initiate a deeper investigation.
Sorry for the inconvenience.
Public
Public
10 months ago
Dear Selics,
I fully understand your frustration, and I agree with you that this unfortunate situation has been going on for quite a while, but sadly, such situations are still not uncommon from our experience. You need to please understand that Ice Casino is a popular international casino, and there are a lot of transactions carried out on a daily basis across the globe. That's why they have to use various payment providers. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed, and this is not always in the "casino's hands." I can agree with you that in Europe, Sepa payments are usually very reliable and the percentage of unsuccessful or missing payments is very very low, however, as I mentioned above, no system is always 100% reliable. As the casino team mentioned, they have proof from their payment provider that the transaction was carried out from their side and the money was deducted from their account. Unfortunately, to further investigate this, there has to be an official document from the bank indicating that the money has not been received in your bank account. This is the standard process, but unfortunately, it could be a very lengthy process. I understand the situation was not caused by you, and I empathize with your frustration, but on the other hand, the casino is also not to blame here as they have processed the payment from their side normally. I have my fingers crossed that when you provide the official document from your bank, we will see progress in a reasonable time.
Public
Public
9 months ago
Translation
I just don't understand why a bank statement is requested first, where all our data can be seen, and that's not enough. As if money could come into an account and it wouldn't be visible on an official bank statement. And why not request a letter from the bank immediately to investigate the matter? From the beginning. Everything to delay the matter in my eyes and that is very dubious! I'm still waiting for the letter from my bank and I'm very upset about the whole process. Especially since I am now informed and know that money cannot be lost with the SEPA procedure. There is no way the money will disappear! And the casino has been obliged to successfully transfer my winnings to my account since December 5th, 2023. A failed transfer does not exempt me from this obligation and actually I would not have to disclose all of my account history for an investigation to be initiated in the first place. That's the wrong way. The investigation should have already started when I said that I had not received any money! Because the casino had a duty to fulfill towards me! Til today. Where people are still waiting for proof from me so that something can actually get started!!!
Automatic translation:
Public
Public
9 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
9 months ago
Dear Michal
Is there anything in specific you'd like to hear from casino?
Since we've done as much as we could, by providing the proof of payout, checked multiple times.
The only way to move forward - is getting what we requested from the player.
Regards
Public
Public
9 months ago
Dear Ice Casino team,
I'm sorry, I thought that by now, the player would have submitted the official document from the bank indicating the missing transaction, and you would provide us with an update. Are you still waiting for the player to provide this?
Dear Selics,
Did you receive the required official document from the bank indicating the missing transaction? If so, have you forwarded it to the casino team? I understand your frustration and acknowledge that this causes you inconvenience, but as has been highlighted above, this seems to be the only way to move forward with your complaint.
Public
Public
9 months ago
Dear Selics,
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
9 months ago
Translation
I emailed the desired document to both parties yesterday evening!
Automatic translation:
Public
Public
9 months ago
Dear Selics,
I appreciate your email and the attached document. I've successfully received it, and I believe the IceCasino team has as well.
Dear IceCasino team,
Could you kindly approach your payment processor with the document submitted by the player and request them to initiate a more comprehensive investigation?
Public
Public
9 months ago
Hello
The money was credited to players account and the transaction was approved by the casino.
Dear Selics
Please kindly notify when the money reaches your bank account. It is very important to us.
Thank you in advance!
Regards
Public
Public
9 months ago
Translation
Hello everyone, the money is in my account after proof from the bank.
Thank you dear Casino Guru Team.
Automatic translation:
Public
Public
9 months ago
Great news, Selics. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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
