ICE36 Casino - Player complains about confusing bonus system.

The bonus system is very confuse. They dont provide a way so we can cancel by ourselves, and the support is very slow, asking for terrible 6h to answer - even in english, that was supposed to ne immediate.

Dear robertafreitas90,

Thank you very much for submitting your complaint.

I'm sorry to hear about the confusion you've experienced with the bonus system at the online casino. To assist you better, could you please provide more details about the specific issues you encountered with the bonus system? For example:

• What specifically about the bonus system is confusing to you?
• Have you attempted to cancel a bonus before, and if so, what steps did you take?
• Could you describe any interactions you've had with customer support regarding this issue?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication with the casino regarding this matter, please feel free to forward it to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi There,

Please note that when you use the bonus balance to place bets as what happened in your case, if you then request to cancel this bonus, any winnings that were accumulated from the bonus will also be removed from the account. I can see our support team advised you of this information on 16th March and this information is also available in our bonus policy which can be viewed at any time:

https://www.ice36.com/bonus-policy/

We noticed you have now played all funds on your account including your bonus funds. In the future, if you do not wish to play with a bonus, you can opt out of receiving bonuses and offers on the account by reaching out to our support team at support@ice36.com

Thank you for your understanding.

Dear robertafreitas90,

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 wanted to cancel a specific bonus (cant check now because the website is under maintenance), and there was no way to do it without talking to the support. I tried to but tkok so much tome... I cant even remember if I gave up and decided to sepend all the balance .... it was was a very frustatin situation.

Hi robertafreitas90,

As previously advised by the casino, it is not uncommon for associated bonus winnings to be voided if you request the cancellation of the bonus before completing the required wagering. In this particular casino, please refer to the following rule:

10.Having an active bonus does not prevent you from withdrawing, however you will have to choose to cancel your entire bonus balance (this includes any winnings you accrued while bonus was active) should you wish to withdraw. If you reverse a withdrawal, bonus cancelled due to your withdrawal request will not be re-added. You may cancel your bonus at any time by contacting customer support.

I regret to inform you that if you cancel your bonus with unfinished wagering and subsequently deplete the remaining balance, there is limited assistance we can provide.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear robertafreitas90,

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 wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.