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I paid in money 2x 30 euros, both of which were also debited from the account. But neither of these amounts has yet been credited to me. I made an instant transfer before, strangely enough, the money arrived immediately and now the nice gentleman told me in live chat it takes 3 days until the amount is credited, which seems unbelievable to me because the other money was booked immediately.

Ich habe Geld eingezahlt 2x 30 Euro beides ist auch vom Konto abgebucht worden. Aber beide Beträge wurden mir bis jetzt nicht gutgeschrieben. Ich habe eine Sofortüberweisung getätigt vorher kamm das Geld komischerweise auch sofort an und jetzt hat der nette Herr im Livechat mir erzählt es dauert 3 Tage bis der Betrag gut geschrieben wird was mir aber unglaublich erscheint weil eben das andere Geld ja auch sofort verbucht wurde.

Dear nadineanders81,

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 deposits have 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, the 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 located and refunded back to you or credited to your casino account.

Could you please advise if you contacted your bank already? If there’s any relevant communication, please forward it along with the payment receipts to petronela.k@casino.guru.

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

Best regards,

Petronela 

Unfortunately, I haven't reported it to my bank yet

Nein leider habe ich es noch nicht meiner Bank gemeldet

I would strongly recommend doing so as only the sender can track the transaction, not the beneficiary. Meanwhile, please forward the payment receipts to petronela.k@casino.guru. Thank you very much in advance.

Yes ok then I will forward this time because something has to be written down eg player ID

Ja ok dann werde ich diese mal weiter leiten muss da was mit hin geschrieben werden z.b Spieler ID

I will be waiting for the payment receipts patiently. Thank you very much in advance.

Receipt of payment how should I prove it now

Zahlungseingang wie soll ich die jetzt nachweisen

You could forward screenshots of the payments from your internet banking to petronela.k@casino.guru.

Yes, I have to take a look later and then send it immediately

Ja da muss ich nachher gleich mal schauen und sende es dann sofort

Perfect. I will be waiting for your reply patiently. Thank you in advance.

I hope it is correct now

Ich hoffe es ist jetzt richtig

Thank you, nadineanders81, for the forwarded information.

As I mentioned earlier, if the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to your bank account or credited to your casino account. Given that it's less than two weeks now since unsuccessful transactions (13/01/2022), I will set the timer for additional 10 days and if there's no development by then, we will intervene. Thank you very much in advance for your patience.

Please bear in mind, only the sender can track the transaction, not the beneficiary.

Ok then I'll keep an eye on it

Ok dann werde ich die Sache im Auge behalten

Is that your casino cashier history, please?

And

Ja

Do I understand correctly that all those deposits have been successfully credited to your casino account?

Yes, all except for the one on 01/13/22, which is listed but was not credited and then another 30 euros are missing from 01/13/22, which I transferred at 1:40 p.m.

Ja alle bis auf die am 13.01.22 die ist aufgeführt wurde aber nicht gutgeschrieben und dann fehlen aber vom 13.01.22 nochmal 30 Euro die ich um 13.40 Uhr überwiesen habe.

I see. As I mentioned earlier, please bear with me another 8 days and if there's no development by then we will intervene. Thank you very much for your patience.

Ok

Hello nadineanders81,

Have there been any developments since our last conversation?

No, I wrote there again but there was no response

Nein ich habe da nochmal hin geschrieben aber es kam keine Reaktion

Thank you very much, nadineanders81, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nadineanders81,

I looked at your complaint and will do my best to help you. I would like to invite IceCasino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear player, we are very sorry to hear that you have problem depositing at our casino. We will do our best to resolve the issue as quickly as possible.

Prior to proceeding with the investigation, please let us know if you contacted live support and informed about the issue? Have you provided proofs that the money was deducted from your bank account?

If not - we kindly ask you to speak to support, they will deliver the info to the payment provider.

Thank you!

Yes, I've often contacted the live chat once an employee found 30 euros but never credited them, the other 30 said no one saw and I've already written more emails. It's a shame, I'm really frustrated about it because I've lost a lot of money in another casino before

Ja ich habe mich schon des öfteren mit den Livechat in Verbindung gesetzt einmal hat ein Mitarbeiter 30 Euro gefunden aber nie gutgeschrieben die anderen 30 hat angeblich keiner gesehen auch Emails habe ich schon mehr geschrieben. Schade eigentlich ich bin darüber echt frustriert da ich schon mal in einen andren Casino viel Geld verloren habe

As far as wee see, you have not provided any proofs of money deduction from your bank account, we kindly ask you to speak to the live support, provide all the necessary details regarding the transactions. This will definitely help us find you lost deposits.

Well, of course I have evidence that I have already uploaded here on this page, just like the joke that money went into my player account, that's cheeky

Na aber sicher habe ich Beweise die ich hier auf diese Seite auch schon hoch geladen habe genau wie den Scherz es sei Geld auf mein Spielerkonto gegangen das ist eine Frechheit

Now I wanted to write in the live chat again and again this is not available weird

Jetzt wollte ich wieder im Livechat schreiben und wieder ist dieser nicht erreichbar komisch

Dear Player, we would like to resolve the issue as soon as possible. But we need to get payment confirmation in our live chat. As soon as we receive this confirmation, we will be able to resolve this issue. Please, if you have these documents, provide them to our official representative on the ice casino website.

The chat is from today I didn't get everything up

Der Chat ist von heute hab nicht alles rauf bekommen

Dear nadineanders81,

follow the Casino's instructions and let me know about your progress, please.

I did everything they wrote and now they want to pass it on to the finance department

Ich habe alles gemacht was die geschrieben haben sie will es jetzt an die Finanzabteilung weiter geben

Now I'm supposed to send some transaction numbers again, I'm starting to feel like I've sent both bank statements, everything is on them, even the time and date when I transferred the money

Jetzt soll ich wieder irgendwelche Transaktionsnummern schicken komm mir langsam verarscht vor ich habe beide Kontoauszüge geschickt da steht doch alles drauf sogar die Uhrzeit und das Datum wann ich das Geld überwiesen habe

Dear nadineanders81,

We are contacting the payment provider re the issue. 

Pardon for the delay that is cause due to the absence of the transaction completely within the casino platform. We will revert ASAP. 

Dear Casino,

keep us informed, please.

Dear nadineanders81

Thank you for your patience. Since we have not yet received any update from the payment provider, please accept a small gift from the Casino, while waiting. It's been granted onto your account.

Sorry for the inconveniences.

Best regards

Oh that's very nice thank you

Oh das ist sehr nett Dankeschön

A heartfelt thank you

Lieben Dank

Dear Player,

as we can see, the request for a refund is successful and money have already been received into your account. Once again, we regret the current situation had happen and hope that such an experience will not be repeated. In any case, our team is interested in resolving any your issue.

Best regards, Ice Casino team 

Thank you very much for your efforts, I am positively surprised. Thank you

Lieben Dank für Ihre Mühen ich bin Positiv überrascht.Danke

Dear nadineanders81,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru