IceCasino - The player's deposit did not arrive.

Hi, I tried to make a deposit of 5000 on 02/21/23 but there was a glitch in the ice casino system at that time. My bank got deducted for 5000 but ice casino system showed it was rejected. The ice casino agent i asked said that these kind of issues usually get resolved within one hour, meaning the funds will be returned to my account by then. Ive tried to follow up for several days but nothing has happened. They just ask me to wait and that they will forward my case to their financial department who will try to look for my transaction. Ive showed them proof as well. I hope you can help. Thank you

Dear Blchdnx7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Hi Nick

Thank you for your response. When the incident happened, I was told by an ice casino agent that they acknowledge the error due to their system being overloaded with many transactions at that time, and I should expect the refund on my bank transfer within 1 hr.

So I am surprised to hear that you recommend me going back to my bank to resolve it. But since its clear the funds were transferred from my bank to ice casino's account, as it is showing on my bank history of transactions. Im afraid they will ask me to go back to Ice casino to resolve.

So can you please advise me on how to explain it to my bank without going through circles? Thank you so much

Byron

Dear Blchdnx7

Please kindly specify the disputed transaction ID.

Thank you for cooperation!

Kind regards

Hi

I have spoken to my bank. The fund transfer for 5000 was succesful and confirmed. The attachments I sent are proof that it was successful. It was a bank to bank transfer and real time transaction. How should we proceed? I believe Ice casino should contact whoever is handling their BPI (Bank of thePhilippine Islands) transactions and request for the refund to be sent to me. And maybe they can send a payment history for that day as my name will show up on their history. Thank you

Dear Blchdnx7,

Could you please answer to the casino's answer. They will find the payment much sooner with the provided transaction ID.

Dear Blchdnx7,

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.

Hi Nick

Just to update, there are actually 2 transactions that got lost now. I tried again to deposit on feb 27 and it happened again. Pls see below the details:

I made 2 deposits that were rejected but was not refunded back to my bank account.

1. Transaction# 998a112e-91a0-4edf-9167-e45ab4e26ee7 for P5000 made on feb 21, 2023

2. Transaction# 8dfdd8a9-6341-4957-94e7-ae5af363e765 for P5650 made on feb 27, 2023

Thank you

Hi

Just to update, there are actually 2 transactions that got lost now. I tried again to deposit on feb 27 and it happened again. Pls see below the details:

I made 2 deposits that were rejected but was not refunded back to my bank account.

1. Transaction# 998a112e-91a0-4edf-9167-e45ab4e26ee7 for P5000 made on feb 21, 2023

2. Transaction# 8dfdd8a9-6341-4957-94e7-ae5af363e765 for P5650 made on feb 27, 2023

Thank you

Dear IceCasino,

Were you able to look after the payments by the transaction IDs?

Dear Nick,

Just wanted to advise that both my missing transactions got deposited to my ice casino account just a short while ago. My issues have been resolved. Thank you so much for your assistance.

Thank you for updating the complaint, Blchdnx7

Best of luck!

Thank you Blchdnx7 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick