Hello!

I deposited 70€ via ETH 10 days ago but the money has not been credited to my account.

Here you can see the crypto transaction: https://etherscan.io/address/0xeb923feE430f912c0e85c5b082c109840Be07676

Unfortunately I could not reach the casino support.

The "Support" button on the website does not work (you have to be logged in) and there is no support email. I tried to send an email to [email protected] but the email could not be delivered.

Could you help me to resolve the case?

Best Regards!

Dear frinker444,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ice.game Casino.

I checked the website and found the support website to be [email protected]. I tried to send an email to [email protected], and the email seems to have been delivered.

Please allow me to ask you a few questions so I can better understand the situation.

• Was this your first deposit in the casino?
• Have you withdrawn funds from the casino in the past?
• Were you in contact with the casino support in the past?
• Could you please share a screenshot of the transaction from your deposit history found in your player's account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Thx for your help, Tomas!

I sent an email to [email protected] from my GMail account and 2-3 days later a non-deliverable notice was returned.

Here's the answers to your questions:

Was this your first deposit in the casino?

• Yes

Have you withdrawn funds from the casino in the past?

• No

Were you in contact with the casino support in the past?

• No, not reachable. Neither by the "Support" button on the website, nor via email

Could you please share a screenshot of the transaction from your deposit history found in your player's account?

• The deposit history is empty since the deposit did not arrive
• 

Best Regards!

Thank you very much, frinker444, for providing the necessary information. I will now transfer your complaint to my colleague Stefan ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear frinker444,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ice.game Casino representative to join this conversation and participate in resolving this complaint.

Dear ice.game Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear frinker444,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Offshore Finance Authority (There is a complaints form directly below the license on the validator page) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, www.kpvfaw.com