IceCasino - El depósito del jugador no llegó a su cuenta de casino.

Hello, I've been waiting for a deposit via bank transfer for 7 days.

I have already made customer service aware of this 5 times, which only referred to patience.

Guten Tag, ich warte bereits seit 7 Tagen auf eine Einzahlung via Überweisung.

Habe bereits 5 mal den Kundenservice darauf aufmerksam gemacht, welcher lediglich auf Geduld verwies.

Dear Bahlau,

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

Dear Bahlau

Can you please specify the disputed transaction ID?

Thank you in advance!

Regards

Hello, Bahlau

As our support informed you, 30fa6764-c40b-41cb-970e-3cbcc0f397fb - is a successful transaction and the money was received.

Re the second transaction - casino never received the money. Money should be returned to your bank account.

Kind regards

Thanks for the reply, but the money has not yet been credited to my account. The bank hasn't refunded my money yet.

danke für die Antwort, allerdings ist das Geld bisher meinem Konto noch nicht gutgeschrieben worden. Ebenfalls hat die Bank mir das Geld noch nicht rückerstattet.

Dear Bahlau,

Did you contact your bank to ask them about the uncredited transaction?

Please note that as long as the casino did not receive this payment, it is a payment provider related issue from now on and the casino is not responsible for that.

Hello, I will do that next.

However, the other 20 euros have still not been credited, as stated above.

Guten Tag, das werde ich als nächstes machen.

Allerdings wurden die anderen 20 Euro inmernoch nicht gut geschrieben, wie oben steht.

Hello Bahlau

We've double-checked, and the requested 20 EUR was credited on 2023-03-20 11:36:10. You were playing at that time, so most likely did not notice that.

Kind regards

Dear Bahlau,

Can you please check your balance history in the casino and confirm the casino's statement regarding the 20€?

Dear Bahlau,

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.

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.