Dragi Seličići,
U potpunosti razumem vašu frustraciju i slažem se sa vama da ova nesrećna situacija traje već duže vreme, ali nažalost, takve situacije još uvek nisu neuobičajene iz našeg iskustva. Morate da razumete da je Ice Casino popularan međunarodni kazino i da se svakodnevno obavlja mnogo transakcija širom sveta. Zato moraju da koriste razne provajdere plaćanja. Nekoliko faktora, kao što su organ za izdavanje dozvola, geolokacija, ugovori sa provajderima plaćanja i ograničenja banke, svi imaju veliki uticaj, pa iako su neki načini plaćanja obično veoma brzi, ponekad može potrajati mnogo duže da se uplata obradi, a ovo nije uvek u rukama „kazina". Mogu se složiti sa vama da su u Evropi Sepa plaćanja obično veoma pouzdana i da je procenat neuspešnih ili nedostajućih plaćanja veoma nizak, međutim, kao što sam već pomenuo, nijedan sistem nije uvek 100% pouzdan. Kako je kazino tim napomenuo, oni imaju dokaz od svog provajdera plaćanja da je transakcija obavljena sa njihove strane i da je novac skinut sa njihovog računa. Nažalost, da bi se ovo dodatno istražilo, mora postojati zvanični dokument banke koji pokazuje da novac nije primljen na vaš bankovni račun. Ovo je standardni proces, ali, nažalost, može biti veoma dug proces. Razumem da niste vi izazvali situaciju i saosećam sa vašom frustracijom, ali sa druge strane, ni kazino ovde nije kriv jer su oni normalno obrađivali uplatu sa svoje strane. Držim fige da kada dostavite zvanični dokument vaše banke, videćemo napredak u razumnom roku.
Dear Selics,
I fully understand your frustration, and I agree with you that this unfortunate situation has been going on for quite a while, but sadly, such situations are still not uncommon from our experience. You need to please understand that Ice Casino is a popular international casino, and there are a lot of transactions carried out on a daily basis across the globe. That's why they have to use various payment providers. Several factors, such as the licensing authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed, and this is not always in the "casino's hands." I can agree with you that in Europe, Sepa payments are usually very reliable and the percentage of unsuccessful or missing payments is very very low, however, as I mentioned above, no system is always 100% reliable. As the casino team mentioned, they have proof from their payment provider that the transaction was carried out from their side and the money was deducted from their account. Unfortunately, to further investigate this, there has to be an official document from the bank indicating that the money has not been received in your bank account. This is the standard process, but unfortunately, it could be a very lengthy process. I understand the situation was not caused by you, and I empathize with your frustration, but on the other hand, the casino is also not to blame here as they have processed the payment from their side normally. I have my fingers crossed that when you provide the official document from your bank, we will see progress in a reasonable time.
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