The player's balance disappeared for unknown reason. The complaint was closed as the player stopped responding.
IceCasino - The player's balance disappeared.
Amount: €40
IceCasino
Safety Index:Very highSafety Index
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9.8
IceCasino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Good day,
I was deducted €40 from my balance without making a bet.
On the picture you can see that on 05/22/23 at 21:23:10 the balance is 221.97€ and a few seconds later
at 21:24:04 the balance is €187.13 without a €40 bet being made.
The problem was reported to support, but the bot !!!! Couldn't find anything so couldn't solve the problem.
Best regards
Automatic translation:
Public
Public
1 year ago
Hello Ryan90,
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? Where did you send the picture as I did not receive anything? Is the balance change somehow visible in the betting history? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Sensitive attachment
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1 year ago
Translation
Good day,
I've been verified for about 6 months. The picture clearly shows that the balance has been reduced by €40 without a wager being placed.
I've contacted support multiple times, but they say they couldn't find a problem. It seemed to me as if I was writing with a computer and it didn't respond to my question.
I would ask you to help me with this matter.
Best regards
Automatic translation:
Public
Public
1 year ago
Hello Ryan90
We've checked your gaming history.
There was another bet amounting 40 EUR in game "Gates of Olympus"
We are investigating why the bet is not shown within your history. Sorry for the inconvenience caused.
We've compensated you this bet.
Kind regards
Public
Public
1 year ago
Hello Ryan90,
Do you consider the issue to be resolved as the casino credited the missing balance?
Public
Public
1 year ago
Dear Ryan90,
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
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1 year ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
