IceCasino - Das Guthaben des Spielers ist verschwunden.

Good day,

I was deducted €40 from my balance without making a bet.

On the picture you can see that on 05/22/23 at 21:23:10 the balance is 221.97€ and a few seconds later

at 21:24:04 the balance is €187.13 without a €40 bet being made.

The problem was reported to support, but the bot !!!! Couldn't find anything so couldn't solve the problem.

Best regards

Guten Tag,

mir wurde 40€ von meinem Guthaben abgezogen ohne das ein Einsatz getätigt wurde.

Auf dem Bild können sie sehen, dass am 22.05.23 um 21:23:10 das Guthaben 221,97€ beträgt und paar Sekunden später

um 21:24:04 das Guthaben 187,13€ beträgt, ohne das ein Einsatz von 40€ getätigt wurde.

Dem Support wurde das Problem gemeldet, aber der bot !!!! Konnte nichts finden und somit das Problem nicht lösen.

mit freundlichen Grüßen

Hello Ryan90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IceCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Where did you send the picture as I did not receive anything? Is the balance change somehow visible in the betting history? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Good day,

I've been verified for about 6 months. The picture clearly shows that the balance has been reduced by €40 without a wager being placed.

I've contacted support multiple times, but they say they couldn't find a problem. It seemed to me as if I was writing with a computer and it didn't respond to my question.

I would ask you to help me with this matter.

Best regards

Guten Tag,

ich bin bereits seit ca. 6 Monaten verifiziert. Auf dem Bild ist deutlich zu erkennen, dass das Guthaben um 40€ reduziert wurde, ohne das ein Einsatz getätigt wurde.

Ich habe bereits mehrfach mit dem Support Kontakt aufgenommen, aber angeblich konnten sie keinen Fehler finden. Es schien mir so, als wenn ich mit einem Computer geschrieben habe und dieser nicht auf meine Frage eingegangen ist.

Ich würde Sie bitten, mir bei dieser Angelegenheit zu helfen.

Mit freundlichen Grüßen

Hello Ryan90

We've checked your gaming history.

There was another bet amounting 40 EUR in game "Gates of Olympus"

We are investigating why the bet is not shown within your history. Sorry for the inconvenience caused.

We've compensated you this bet.

Kind regards

Hello Ryan90,

Do you consider the issue to be resolved as the casino credited the missing balance?

Dear Ryan90,

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.

The complaint was reopen based on the player's request. Dear Ryan90 can you please advise if there's been any update in your case?

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.