IceCasino - Pelaaja pyytää hyvitystä talletuksistaan.

In march I reqested to close my account on this casino. I followed given instructions, send them email, they intentionally does not want to close it as they know I might deposit and play more. I reqested refund of deposits made after the day which I asked for account closure, they denied. I love in germany, i can not change here frkm puerto tico I dont know why

Hello Rafael123,

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 what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear Rafael123,

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.

I made self exclusion and later asked how can I permanently close my account. I was give instruction how to do it - via sending email.

Casino failed/did not close my account

Hello Rafael123,

Please forward the full communication with the casino regarding the self-exclusion to nikolas.b@casino.guru.

Hey Nick

I sent you 3 email copies:

First from March where I have reqested to close the account. Second from May with question why my request was performed. Third email with a claim.

regards,

Rafal

Hello Rafael123,

Thank you for the provided e-mails. Unfortunately, non of the e-mails you sent to the casino is a self-exclusion request therefor the casino is not obligate to refund any money.

Please carefully read my first post as it explains the difference between self-exclusion and blocking your account.

As you request did not contain any of the required information regarding exclusion, there is basically nothing we can do about it as the casino acted according to their terms and conditions.

Is there anything else we could assist you with?

Dear Rafael123,

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.