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They owe me 240e. They don't pay out the money. Reported to the police

Duguju mi 240e. Novac ne isplacuju. Prijavljeni i policiji

Dear duvnjakd8,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

The account has been properly verified, I have a verification certificate. The profit was made without activating the bonus. That means public money. I left 350e in the ice casino. They will not pay the profit of 240. They come up with excuses like the team is working on your payout. I have been trying to pay off the money for the second month already. The payment was approved, but the money was not credited to my account

Nalog je uredno verifikovan, imam i potvrdu o verifikaciji. Dobitak je ostvaren bez aktiviranja bonusa. Znaci opstvenim novcem. U ice casino sam ostavio 350e. Dobitak od 240 nece da isplate. Smisljaju izgovore tipa nas tim radi na vasoj isplati. Pokusavam da isplatim novac drugi mjesec vec. Isplata je odobrena ali novac na moj racun nije stavljen

Hello,

According to our records, the transaction is successful, and was completed 17.10.2022 12:15:10 (UTC)

Kind regards

and this is the answer for 2 months.

i ovo je odgovor 2 mjeseca.

Dear duvnjakd8,

Could you please advise which payment method you have opted for?

Payment by visa bank card. The account has been verified (sent a picture of the bank card on both sides, passport) and approved by the casino administrator.

Placanje bankovnom karticom visa. Nalog je verifikovan (poslao sliku bankovne kartice sa obe strane, pasosa) i odobren od strane administratora ice casina.

I know that I will never get that money, I accepted that. I am ready to invest all my savings if they should never scam anyone again. I was also in the police, they said to call me again and they honestly said that they doubted that they could do much, but they would see. It is sad that a player spends all his money and as soon as he gets a win, it is not paid back. Just how many people have cheated like that? This has to stop, this is the 21st century.

Ja znam da te pare nikada necu dobiti, prihvatio sam to. Spreman sam uloziti svu ustedjevinu ako treba da nikada nikoga vise ne prevare. Bio sam i u policiji, rekli su me zvati opet i iskreno su rekli da sumnjaju da mogu mnogo toga uraditi ali ce vidjeti. Tuzno je to da igrac potrosi sve pare i samo sto dobije neki dobitak i to mu bide neisplaceno. Koliko su samo ljudi prevarili tako? Tome se mora stati u kraj ovo je XXI vjek.

Thank you very much, duvnjakd8, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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 duvnjakd8,

I will assist you with the complaint from now on. Could you please confirm if your issue still persists? Have you still not received your withdrawal? Please let us know. Much appreciated!

Yes, I still have a problem. They come up with excuses and don't pay me the money

Da, jos uvjek imam problem. Smisljaju izgovore i ne isplacuju mi novac

Thank you for the confirmation, duvnjakd8

IceCasino,

Could you advise on the situation with the duvnjakd8's withdrawal from the 17th of October? Has the transaction been successful from your point of view? Would you be able to provide proof of payment?

Last payment not paid, sorry

Poslednja uplata ne isplata, izvinjavam se

Thanks, duvnjakd8, for the provided screenshots but my questions are meant for the casino representative. We are expecting them to reply to my questions regarding the transaction you say you haven't received yet.

Thanks for your understanding.

Thanks for the update duvnjakd8,

Did you contact your bank regarding the transaction? What was their reply?

Yes, for the umpteenth time already. No money was paid

Da, po ko zna koji put vec. Nikakav novac nije uplacen

Could you please provide a bank statement from your bank account showing the transactions from the 17th of October until now? Please provide it to my email at tomas@casino.guru

Yes, several times, there were no payments

Da vise puta, nije bilo nikakvih uplata

Dear duvnjakd8

According to the records of the Casino, the transaction is indeed successful.

If you have not received the money onto your account, please inform the support, provide all the necessary details and they will contact the PSK and launch investigation.

Kind regards

I sent you an email

Poslao sam vam na mail

Hi Thomas. I have sent a supplement of the statement from the account to your email.

Zdravo Tomas. Poslao sam dopunu ispiska sa racuna na Vas mail.

Hello duvnjakd8,

the IBAN on the bank statements you sent to my email is different from IBAN on the proof of payment on the screenshot you submitted earlier. Check the number of the account again and let us know which is correct so we will be able to assist you further.

I know, their excuse now is that the data is not good, that they paid to the wrong account. For the payment, they are looking for iban bank, swift and my account number, which I duly filled out

Da znam, izgovor im je sada da podaci nisu dobri, da su uplatili na pogresan racun. Za uplatu traze iban banke, swift i broj mog racuna koji sam uredno popunio

duvnjakd8,

Could you check the IBAN on the proof of payment you received from the casino under 'beneficiary's account/IBAN'? Is that not your account?

When paying, they ask for bank information, iban and swift, after that my account number. The bank's IBAN is on the order

Kod isplate traze podatke banke iban i swift nakon toga moj broj racuna. Na nalogu je iban banke

Now I have contacted the bank to see if they have paid to their IBAN as stated in the confirmation they sent. I also sent the confirmation they gave me, so it will be easy to check. So I'll let you know. Have a nice day

Evo sada sam se cuo sa bankom da vidim da li su uplatili na njihov iban kako stoji u potvrdi koju su poslali. Poslao sam i potvrdu koju su mi dali, pa ce to lako provjeriti. Pa vam javim. Prijatan dan

duvnjakd8,

This data from the 'bank information' popup window doesn't match the IBAN from the bank statement you sent via email and your bank card. We'll definitely need further assistance from the casino in this matter.

I understand this is frustrating but I encourage you to contact the casino support as the casino representative suggested and provide them with this new information regarding your IBAN on your bank card and IBAN on your bank statement. Let us know how they replied.

Yes, I just heard from the bank, as far as the payment was made to their Iban (account). The money should be there and with this payment confirmation there should be no problem. If money has been paid.

Da upravo sam se cuo sa bankom, ukoliko su uplatili na njihov iban (racun). Novac bi trebao biti tu i sa ovom potvrdom o uplati ne bi trebao biti problem. Ukoliko je uplacen novac.

All right duvnjakd8,

let me know how your bank replies. I hope your money will reach you soon.

Yes, of course, I'll call you right away. Thank you for your support

Da naravno, javljam odma. Hvala Vam na podrsci

Hello duvnjakd8,

Do you have any updates from your bank on the transaction? Do you require any more assistance from us?

Hello duvnjakd8,

According to the reply from the bank, the transaction was indeed returned to the casino. Be sure to contact casino support with the new information in order for them to proceed with an investigation as per the suggestion from the casino representative.

Let us know how it proceeds and if you need any further assistance along the process.

their story is put it on payment, wait 5 working days and after that when there is no money in any account, we have to see what the problem is. this is taking too long really

duvnjakd8,

thanks for the update.

From my point of view, the information on the bank application regarding the IBAN information you submitted earlier is misleading. Your personal IBAN associated with your bank account, visible on your bank statement is clearly different from that number. My opinion is you should ensure the IBAN information upon withdrawal request from the casino is the same as the one you found on the bank statement and the bank card.

Please understand that your bank can process the transaction only if the IBAN of the receiver is correct. If your bank cannot clearly identify the receiver of funds, the transaction is returned.

I encourage you to request a withdrawal making sure the correct IBAN is used and let us know about the result.

duvnjakd8,

From our email exchange, I learned you requested a new withdrawal after the previous one failed. Were you given a reason why the transaction was declined? Did customer support advise you to request another withdrawal?

no, they didn't answer me anything, I'm trying to withdraw the money again now to the bank card, the payment has been approved. now I'm waiting 5 working days. this is the third attempt. I tried twice on the item and once on the bank. every time the problem happens. I look crazy.

Thanks for the update, duvnjakd8.

IceCasino,

Could you assist with the withdrawal issue? What are duvnjakd8's options?

the money just landed in the account, after 2 months of struggle. Thomas, I want to thank you. I also sent a private message. I would be happy to give you 50e because you were persistent with me to treat you. thanks again

Dear all,

Looks like the case is resolved.

Kind regards

Dear duvnjakd8,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.