IceCasino - Die Einzahlung des Spielers ist nicht angekommen.

After a deposit of 40€ via Giropay, the amount was not credited to my account afterwards.

I contacted the chat a day later and sent you a screenshot of the transaction from my online banking. Also, the employee asked for a screenshot of my transactions on the bank account. On this I censored amounts and private information such as customer numbers (etc..) for private transactions that were shown on the screenshot. Also, I censored my account balance.

According to support this is not sufficient and ALL information must be visible on this screenshot. Otherwise they can't help me.

I can't be having to provide such private information just to get my money.

Nach einer Einzahlung von 40€ per Giropay war der Betrag danach nicht auf meinem Account gutgeschrieben.

Ich hab einen Tag später den Chat kontaktiert und Ihnen einen Screenshot der Transaktion aus meinem Online Banking zukommen lassen. Außerdem fragte der Mitarbeiter nach einem Screenshot meiner Transaktionen auf dem Bankkonto. Auf diesem habe ich Beträge und private Informationen wie Kundennummern (etc..) für private Transaktionen die auf dem Screenshot zu sehen waren zensiert. Außerdem habe ich meinen Kontostand zensiert.

Laut Support ist dies nicht ausreichend und ALLE Informationen müssen auf diesem Screenshot sichtbar sein. Er können mir sonst nicht helfen.

Es kann nicht sein, dass ich solch privaten Informationen bereitstellen muss, nur um mein Geld zu erhalten.

Dear Mercury,

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 Mercury,

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.