IceCasino - The player's balance disappeared.

Hello katarzynajedrzejczyk,

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.

Do I understand it correctly that you have requested 3 withdrawals and the bank refused them so it was sent back to the casino but it was not added back to your casino account? How much did you receive in total already?

Looking forward to your answer.

Regards,

Nick

Hello katarzynajedrzejczyk,

What happen with the other 2 pending withdrawals? Do I understand it correctly that the canceled withdrawal was not credited back on your casino account?

I have been writing to the casino for 2 weeks, but I get the same answer "please wait" all the time. It was supposed to be up to 5 business days. Now there is 3 weeks of shortage of money.

Hello,

Can you kindly provide the disputed transaction IDs?

Thank you in advance!

Kind regards

is it about that?

Dear IceCasino,

Did you find the issue based on the player's transaction?

Here is an excerpt from my bank that the refund has been sent to the casino account.

Dear katarzynajedrzejczyk

Thank you for provided details. Please kindly speak to our live support, they will gather all the necessary information and deliver this to the payment provider.

Thank you in advance!

Kind regards

Dear Ice Casino. Live chat from 13/06/2022 will keep me waiting. He's been writing with a response from the finance department yet. At the beginning, they said that it takes 5 days to do in the branches.

Casino Guru is asking for help in this situation because I am being sold off all the time. All the time I am writing please wait. It was supposed to be up to 5 days in the Philippines. However, the money is still not in the casino account.

Hi,

Checking internally, will revert as soon as find out the status of the ticket.

Kind regards

Hi,

We've escalated the request to the payment provider.

As soon as we get any info - will inform you.

Kind regards

I understand. However, I hear every day that the matter is reported to the financial department. The application is at the payer. time please wait. How long will it go on?

We are doing our very best to assist you.

Kind regards

Hello. Still no answer on my money.

I am still disposed of in the chat from 13.06. Can I get any information because this is some kind of joke.

Hello, the days go by and I still don't know anything

Dear IceCasino,

Could you please advise when should the player get an update regarding the case?

Hello,

Please kindly refer to the above screenshot.

Kind regards

My bank will make a refund. We have the proof of return and the reference numbers at the top of the photo. Ice Casino claims that all the time, they got no refund which is impossible. Please take care of this matter, it has been going on for almost a month from its return.

Hello katarzynajedrzejczyk,

Please let us know once you get more information from the bank regarding the money as they should be able to track it by the reference number.

My Revolut bank transfers today for refund. And you are asking the bank for an extract from the trust that has not returned until today

Dear katarzynajedrzejczyk,

Do I understand it correctly that you have contacted your payment provider already? Can you please forward a statement which would show if you have received the money or not?

Hello. So I contacted my bank and the money was returned. However, I still haven't got them from Ice Casini to the casino account.

Dear katarzynajedrzejczyk

Please contact live support and explain the issue. They will contact PSP to identify your money.

Kind regards

Dear katarzynajedrzejczyk,

Please do as the casino advises and let us know the outcome.

I reported on the chat as you ordered, but keep you waiting all the time

Dear katarzynajedrzejczyk or IceCasino,

Can you please advise if you have made any progress in the case?

Hello. I am writing about the Ice casino all the time for live chat like you told me to. But I have to wait all the time and I can't find out anything

Dear IceCasino,

Can you provide any update regarding the case?

Hello all,

We received the final answer from the PSP, that the withdrawal requests were successful.

The client will need to turn to his bank to clarify information on these transactions. Unfortunately, in this case, we can no longer help.

Best regards

So the requests for payment were successful. But my bank rejected one payment for 2,000 zlotys and the money was returned to the casino account. My bank asks for statements and that you will not be able to get the money or the account number that I gave in your account. Since the money is already on your side, my bank cannot measure it

Hello all,

So basically the casino can confirm that no reversed cash came from the player's side? Can you please provide the proof of payments to the player to nikolas.b@casino.guru?

I would like to also ask the player to send his full revolut account statement to prove that the balance did not reappear on his account sometimes later.

I have sent the full account statement to your e-mail address and described it all again

Dear IceCasino,

Based on the player's full account statement it is really not visible that the money would arrive to him. Is there any way you can also confirm the payment was successful?

Dear katarzynajedrzejczyk

Have you provided our support/uploaded the full statement to your casino account (KYC section)?

Thank you!

Everything was sent to you.

Hello,

We can see only 5 documents uploaded into your profile.

Would you kindly double-check? Since we need at least something to prove the PSP, that the end-user did not receive the money.

Otherwise, they (PSP) assured us 3 times, that the money was paid out onto your bank account.

Kind regards

Dear player,

Please follow the casino's instruction and let us know in case of any update regarding the case.

Hello. I have already added the full account statement to Kyc.

Dear katarzynajedrzejczyk

Thank you for providing a statement (30.08.2022 13:57:08 (UTC))

We've identified the following successful withdrawals:

13 cze 2022 - 2000 PLN

13 cze 2022 - 1000 PLN

24 cze 2022 - 700 PLN

We've credited your account with 2000 PLN, please feel free to withdraw the funds.

Best regards

Hello,

According to our records, the player has received the funds.

Please, kindly confirm

Best regards

Dear player,

Can you please confirm if you have received the money?

Dear katarzynajedrzejczyk,

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.

The complaint will be now closed for the above mentioned reason.