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Good day,

On 11/1/24, I made a deposit of 140 euros through instant transfer. The money was immediately deducted from my account but not credited to my player account.

I then contacted the chat support and was advised to wait 72 hours...

I waited until 11/5/24 and reached out to the chat again. I was told it had been forwarded to the appropriate department. Today, 11/6/24, the deposit status shows as declined, and the money has not been returned or credited. No one is helping me, and they say my screenshot from the bank is not sufficient. What should I do?!

Thank you.

Guten Tag,

Am 1.11.24 habe ich eine Einzahlung in Höhe von 140 Euro getätigt diese habe ich mit Sofortüberweisung gemacht, Geld wurde vom Konto sofort abgebucht aber dem Spielerkonto nicht gutgeschrieben,

Darauf habe ich mich im Chat gemeldet sollte 72 Stunden warten...

Hab bis 5.11.24 gewartet und mich wieder an Chat gewendet mir wurde mitgeteilt das das an zuständige Abteilung weitergeleitet wurde, heute 6.11.24 steht Einzahlung abgelehnt und Geld wurde nicht zurück geschickt oder gutgeschrieben, und helfen tut mir auch keiner und die sagen das mein Screenshot von der bank nicht ausreichend ist, was soll ich den Machen?!

Danke.

Dear AlexanderKoch,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you're experiencing with your deposit.

To better understand and address your situation, could you please provide the following additional information:

• Has the casino given any specific reason why the deposit was declined after being marked as "pending" for several days?
• Could you confirm if you have contacted your bank regarding the payment and if they have provided any additional information about the transaction?
• In your communication with the casino, was there any mention of a reason why the screenshot from your bank was not sufficient for verification?

Your cooperation is crucial in order for us to proceed with the case and work towards resolving it.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good day,

The only reason I was given was (for technical reasons your payment was rejected)

I called my bank and I can see online that the money was debited and not returned. Before that I had also deposited several times with the same bank and it always worked after that too, except for this one deposit of 140 euros.

The reason they told me was that this screenshot does not match the payment, which cannot be true as this is the only payment for 140 euros!

And another employee wrote because there is no time on the screenshot, but in my online banking not a single transaction shows the time, date, usage and that's it.

Guten Tag,

Mir wurde als Grund nur geschrieben ( aus technischen Gründen wurde ihre Einzahlung abgelehnt)

Ich habe mit meine Bank telefoniert und auch online sehe ich ja das das Geld abgebucht ist und nicht zurück kam und davor habe ich auch mehrmals mit der gleichen bank eingezahlt und auch danach hat immer geklappt außer diese eine Einzahlung in Höhe von 140 Euro.

Als Grund sagen die zu mir das dieser Screenshot nicht übereinstimmt mit der Zahlung, was nicht sein kann da das die einzige Zahlung mit 140 Euro ist!

Und ein anderer Mitarbeiter schrieb weil da auf dem Screenshot keine Uhrzeit steht, aber bei mir im online Banking steht bei keiner einzigen Transaktion Uhrzeit steht Datum Verwendung und das wars.

Dear AlexanderKoch

Sorry for inconveniences caused.

We can confirm that the ticket for investigation was created for PSP.

But they claim, that the receipt does not match the transaction.

Maybe you had some more transactions amounting 140 eur?

Regards

Good day,

That was the only payment of 140 euros.

Guten Tag,

Das ist einzige Zahlung gewesen mit 140 Euro.

Good evening, I just received an email saying that the deposit was successful and I checked straight away and the deposit was credited to my player account for 140 euros.

This is 100% thanks to you. Thank you so much.

Guten Abend, eben bekam ich Mail das die Einzahlung erfolgreich war, und hab direkt nachgeschaut die Einzahlung wurde dem Spielerkonto gutgeschrieben 140 euro.

Das ist 100% dank euch. Vielen lieben Dank ihnen.

Dear AlexanderKoch,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

Thank you very much, IceCasino, for your assistance.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru