The player from Germany had made a withdrawal request but accidentally entered an incorrect IBAN number, causing the payment to bounce back to the casino. Despite submitting proof and repeatedly querying the status, he continued to receive the same reply that it was being processed, while his money had yet to be credited back to his account. The Complaints Team intervened, escalating the matter to the casino's representative. After extensive communication, the casino offered the player a bonus equivalent to the disputed amount, which was accepted by the player, resolving the issue.
IceCasino - Player's withdrawal is stuck due to incorrect IBAN.
Amount: €500
IceCasino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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6 months ago
Translation
I submitted a withdrawal request on 04-10-2024. When filling out the withdrawal form, the autocorrect probably caused me to enter an incorrect IBAN number. As a result, my payment was mistakenly transferred and then bounced back to the casino. I have already provided the casino with the transfer receipt containing all the required information, however, despite repeatedly asking about the status, all I receive is the same reply - that is being processed, but nothing happens. The money has already returned to the original account from which the withdrawal was made. It’s beyond me why it’s taking so long to credit the withdrawn amount back to my account. To make matters worse, the unintended recipient even sent me a screenshot of the returned payment, which I immediately forwarded to the casino. Yet, I am still not receiving any reasonable response from the casino.
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6 months ago
Hello Alikassem1985,
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 since when is your account fully verified? When exactly was the money sent back to the casino? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Translation
Hello, I have successfully verified my account for almost a year now and have even made withdrawals. My bank details have changed and I have given the new bank details and submitted all the necessary documents. In the end, the money was transferred to an account for which I had not uploaded any documents or anything similar.
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6 months ago
Thank you Alikassem1985 for all the information provided so far. As long as the balance really bounced back to the casino, there should not be any issue locate the funds. Please keep in mind to double check every single detail when requesting a withdrawal as if the money would be sent to an existing IBAN, the casino wouldn't responsible for the lost funds.
Your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Hello there,
Thank you Alikassem1985 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask IceCasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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6 months ago
Translation
Right now the support is claiming that the finance department did not transfer any money back yesterday without any proof or anything like that. I
I only found out by chance that the finance department didn't give me an answer, only the support claimed that my case was closed and I wouldn't get any money
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6 months ago
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So I spoke to support about my case earlier because I haven't received a response from the casino yet. I was told that the finance department had an answer for me yesterday and that was it. Apparently no money was transferred back without any reason, proof or anything like that. I was told to just accept it. I spoke to the insurance company that mistakenly received the money and confirmed to me that the payment was transferred back to the sender and I was sent a transfer receipt and it was definitely transferred back to the casino's account. And I have no way of speaking to the finance department, they didn't respond to my email request. And I found out by chance that apparently no money was transferred back even though the finance department repeatedly told me that they would get back to me as soon as possible. I have a very bad feeling.
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6 months ago
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If you want, I can upload the transfer receipt from the insurance company that transferred 100% of the money back because the money could not be allocated. I gave all the evidence to the casino
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6 months ago
Dear Alikassem1985
This is quite a complicated case. And we see that the specialists are working on it already.
Can you confirm that you've provided "receipt from the insurance company that transferred 100% of the money back" to our support team?
Regards
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6 months ago
Translation
Yes, I have uploaded it to support and also by email. I have the email history of the transfer receipt was given to support. I can send it to you directly so you can see for yourself.
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6 months ago
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This is the receipt and you can see for yourself that the transfer was returned
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6 months ago
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Can you read better
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6 months ago
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I have just spoken to support again and they claim that no money has arrived in the account and I think I have the feeling that this is not being checked properly. They are very unfriendly and keep trying to blame me for why I entered the wrong IBAN, which is true, but why does the casino transfer money to an IBAN that is not verified? I
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6 months ago
Dear Alikassem1985
We are kindly asking for your patience, we are doing our very best to resolve your issue.
Regards
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6 months ago
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Hello, I would like to tell you again that the support has told me again that my case is no longer being examined. It has been closed and they are refusing to examine my case again. I have written more than 10 emails this week to the finance department but unfortunately not a single one has been answered. I find it really unfair. I am being called a liar by the support who claim that what happened to me "can't possibly happen".
I just want to know if my case is really being processed by icecasino.com
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6 months ago
Dear Alikassem1985
Just as previously said, the case is being escalated further. We are communicating to the PSP on the daily basis. Hope on a positive resolution.
Regards
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6 months ago
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Thank you very much I hope everything works out
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6 months ago
Hello,
Just a quick update, we are still chasing the PSP re the issue, the latest contact was this morning.
Waiting for the response.
Regards
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6 months ago
Hello, Alikassem1985
We received the following request from the PSP, since they are not able to identify the reverted transaction:
Is there anything else you could provide, please?
Regards
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6 months ago
Translation
Thanks for the update. I received an email from the insurance company. The email confirms that the payment was transferred back to the sender on April 28, 2024. The insurance company's bank also confirmed that the payment was transferred and that there was no error message. I can happily send the complete email exchange between me and the insurance company if that helps.
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6 months ago
Dear Alikassem1985
Well, unfortunately the e-mail correspondence will not work out. Sorry to admit.
It must be something else. Something official.
Regards
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6 months ago
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What do you mean by telling me I have
You have been given the account number from which the transfer was made and the purpose of the transfer. What do you need to resolve this as quickly as possible?
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6 months ago
Dear Alikassem1985
Once again, we emphasize that we've already done as much as possible, but as you see, they cannot allocate your reverse transaction.
Regards
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6 months ago
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Can you tell me what exactly you need? Or would it be possible for you to contact the insurance company directly? I have a case number with which you can get all the information you need directly from the insurance company
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6 months ago
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I have lost so much and it just hurts to lose this money through a mistake please tell me what else I can do
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6 months ago
Dear Alikassem1985
We've forwarded your correspondence. Please kindly understand, PSP is a 3rd party provider, thus communication casino - your insurance company is impossible. And for obvious reasons, the payment provider will not be speaking to the insurance company.
Regards
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6 months ago
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Unfortunately, I didn't understand your last answer. What does that mean for me? Can you please tell me how you search for the transfer, what is your procedure? Maybe I can help - don't you search for the transfer yourself?
If I understand correctly, you contact the PSP. So the account to which the money was transferred back is not the casino's account?
So you don't have direct access to the account, right?
It would be nice if you could explain this to me so that I can understand and comprehend it better.
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6 months ago
Hello
The casino using payment service providers, who hold a dedicated pay-in and pay out accounts.
Unfortunately they have confirmed, after a second check, that they did not receive the reverse transaction in the amount of 750 eur. And we are afraid there is not much we can do.
Any other way to cover the unpleasant issue?
Regards
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6 months ago
Translation
I don't understand how 750 euros can just disappear. I can prove that it was transferred back. The money has to be somewhere. I lose so much and when I make a small profit because of a mistake, it's gone too. Even though 100% was transferred back. I'm not lying, the insurance company would definitely be willing to work with you. Because they want to solve the problem too. What else can you do or how can we solve it as quickly as possible?
Just tell me how we solve this?
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5 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.
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5 months ago
Hey, Peter
We regret to inform you that the casino has exhausted all possible measures to assist the player.
As previously mentioned, repeated attempts to contact the PSP were unsuccessful, as they never confirmed receipt of the funds from the insurance company.
The most we can offer at this point is a bonus equivalent to the disputed amount.
Kind regards
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5 months ago
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Can I please get at least 250 euros in real money and the rest as a bonus, that's ok, that would make me a little happy
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5 months ago
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Of course, I am very pleased and grateful that you are even considering offering me a compensation (bonus money). This just shows how professional and honest icecasino.com is with its players. That alone is commendable. I would of course be overjoyed if it were possible to credit me with a small part as real money and the other part as bonus money. But in any case, I find this to be very accommodating and positive.
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5 months ago
Thank you for the update IceCasino representative.
Dear Alikassem1985 let us know if this resolves your issue or if you require any further assistance. Thank you in advance!
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5 months ago
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Yes, great, it has been solved, thank you very much.
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5 months ago
Dear Alikassem1985,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
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5 months ago
We’ve reopened this complaint at the request of Alikassem1985. We have received the following message:
I wanted to ask if the bonus will still be retained if I withdraw it because I really want to withdraw 200 and don't want my bonus to disappear otherwise it's unfair
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5 months ago
Hello,
We'd like to confirm, the player has withdrawn 240 EUR.
The bonus was deleted according to T&Cs of the casino, since the wagering requirements were not met.
Also, the player was warned via pop-up message, that he will lose the bonus by proceeding with the withdrawal request.
Kind regards
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5 months ago
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But I paid out 200 and not 240 and I also received 200 euros and not 240.
And secondly, it's unfair to give me 250 real money and 500 bonus and then delete it. I gave up 750 for that. I would agree to give myself 250 bonus and then it would finally be over.
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5 months ago
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But this is the worst part: I was charged 40 euros in commission, which is really shit.
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5 months ago
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I had 200 paid out and I was charged 40 euros in commission. And the bonus is gone too, which isn't fair.
As I said, I think it's only fair if I get at least 250 bonus
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5 months ago
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I just want to point out that I was not informed of this via a pop-up message. I even went to support to ask but unfortunately I didn't get a reasonable answer. I then asked for the withdrawal to be cancelled and apparently it was done. I have the chat history where they can see for themselves that I wanted the withdrawal to be cancelled to be sure... because of the €500 bonus. I was hoping that the bonus conversion only has to be done when a deposit is made. And not when there is an agreement, you can see for yourself that today alone I deposited more than €300. I'm not concerned about the bonus but I just feel like I've been ripped off. Firstly, they took a €40 commission on my withdrawal of €200, so I didn't pay out €240 but only €200 and they took €40 from me for a withdrawal of €40 is just like a rip-off, that's how I feel. I deposit almost every day, usually over €140 a day. That's not fair. I hope we can come to an agreement with a bonus of 250 euros. Then the matter will be over for me.
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5 months ago
Hello,
According to T&Cs:
"Players may request a withdrawal of their deposited amount prior to meeting the wagering conditions. However, all the bonus balances and free spins will be forfeited at a successful withdrawal."
Nonetheless, we strive to provide the best service possible, thus the amount of 250 eur was credited onto the bonus balance.
Regards
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5 months ago
Thank you for the update IceCasino representative.
Dear Alikassem1985, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!
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5 months ago
Dear Alikassem1985,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
