IceCasino - プレーヤーはフリースピンを受け取りませんでした。

Hello, I bought free spins for €80 on 10/24 and did not receive any free spins. The software did not trigger the bonus but still deducted the money from the balance.

The casino was contacted about the incident. Unfortunately I have not received any response to date. In daily contact, I was told every day that it was forwarded to the specialist department - but nothing happened.

Dear Casino Guru team please help me.

Hallo ich habe am 24.10 für 80€ Freispiele gekauft und keine freispiele erhalten. Die Software hat den Bonus nicht ausgelöst, aber dennoch das Geld vom Guthaben abgezogen.

Das Casino wurde über den Vorfall kontaktiert. Leider habe ich bis heute keine Rückmeldung erhalten. Im täglichen Kontakt, wurde ich jeden Tag darauf verwiesen, dass es an die Fachabteilung weitergeleitet wurde - aber nichts passiert.

Liebes Team von Casino Guru bitte helfen Sie mir.

Dear Ryan90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you bought Free Spins separately or as an in-game bonus feature? Please forward any supporting evidence along with relevant communication to petronela.k@casino.guru. I have received a screenshot from you already, unfortunately, it is too blurry.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have sent you an answer by email

Antwort habe ich Ihnen per Mail geschickt

Player's additional comments:

"Dear Sir or Madam,

I bought the games as a bonus feature. I am sending you the screenshot that shows that I bought the games (bet 80.00€) but did not receive them. Otherwise, I should have received at least the profit from the scatters. As you can see, I didn't receive anything, so the games weren't triggered."

Player's additional comments:

"Sehr geehrte Damen und Herren,

ich habe die Spiele als Bonusfunktion gekauft . Anbei sende ich Ihnen den Screenshot aus dem hervorgeht, dass ich die Spiele gekauft (bet 80.00€) aber nicht erhalten habe. Ansonsten hätte ich mindestens den Gewinn über die erzielten Scatter erhalten müssen. Wie Sie sehen, habe ich nichts erhalten, dementsprechend wurden die Spiele nicht ausgelöst."

Thank you very much, Ryan90, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 Ryan90,

This is Tomas and from now on, I will be taking care of your complaint. I would like to invite IceCasino's representatives to join this discussion in order to resolve the issue. 

Dear IceCasino,

Can you please state a reason why Free Spins were not credited to the player's account even though the funds have been deducted from the balance?

Thank you.

Kind regards,

Tomas

Hello Ryan90

Sorry you've faced troubles.

Kindly let us know if you've reported the issue to online support.

Thank you in advance!

Kind regards

hello I have already written to the support 5 times. So far the problem has not been solved.

It's gotten even worse. In the meantime it has already happened 3 times that purchased bonus games have not been triggered.

Here is the listing:

1. 24.10.2022 23:09:45 (80€ Starlight Princess)
2. 03.11.2022 15:37:11 (40€ Sugar Rush)
3. 03.11.2022 22:50:11 (40€ Sugar Rush)

I would be happy to send you all the screenshots.

It is unacceptable that the support is not working towards a solution and that this problem has already occurred to me several times.

Warm greetings

hallo ich habe dem Support bereits 5x geschrieben. Bisher wurde das Problem nicht gelöst.

Es ist sogar noch schlimmer geworden. Mittlerweile ist es schon 3x passiert, dass gekaufte Bonusspiele nicht ausgelöst wurden.

Hier ist die Auflistung:

1. 24.10.2022 23:09:45 (80€ Starlight Princess)
2. 03.11.2022 15:37:11 (40 € Sugar Rush)
3. 03.11.2022 22:50:11 (40€ Sugar Rush)

Gerne kann ich Ihnen alle Screenshots zukommen lassen.

Das der Support auf keine Lösung hinarbeitet und dieses Problem bereits mehrfach bei mir aufgetreten ist inakzeptabel.

Liebe Grüße

Dear IceCasino,

Could you please inform us if there might be any issues with crediting bonuses?

Thank you.

Kind regards,

Tomas

Hello Thomas, I sent you an email.

here is more information.

Warm greetings

Hallo Thomas, ich habe Ihnen einen E-Mail zukommen lassen.

hier befinden sich weitere Informationen.

Liebe Grüße

Hello Ryan90

We can see that the administration has granted you with the free-spins in different games.

Also, the amount of 120 was refunded to your account. Sorry for inconveniences caused by the technical issues.

Kind regards

get a refund. However, only the value 120 €

There are still 40€ left

Rückerstattung erhalten. Allerdings nur der Wert 120€

Es fehlen noch 40€

Dear Ryan90

Please check now.

Also, a kind reminder - you did receive the freespins in different games.

Best regards

Dear Ryan90,

Could you please confirm that the matter is now resolved? Are you willing to accept credited free spins in different games compared to the ones you originally played?

Thank you very much.

Kind regards,

Tomas

Hello Thomas, case solved!

Hallo Thomas, Fall gelöst!

Dear Ryan90,

I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Tomas