The player from Estonia is attempting to request self-exclusion from IceCasino but is facing unresponsive support. Despite knowing the procedure to self-exclude as per the casino rules, their attempts to communicate are met with irrelevant responses.
IceCasino - Player is struggling to self-exclude from the casino.
Amount: ??
IceCasino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 3h 38m 34s
Case summary
yesterday
Public
Public
3 days ago
Translation
I have been trying for a long time to restrict my access to my Ice Casino account. Support simply does not respond to emails, or when they do, it's completely off-topic.
According to point 32.2 of the casino rules: If you need a break from gambling, you can exclude yourself by contacting customer support.
Self-exclusion means your account will remain closed. To unblock the account, you will need to contact the site’s support.
I am requesting self-exclusion because I no longer wish to play at this casino.
Automatic translation:
Public
Public
2 days ago
Dear Andrrak123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings IceCasino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@icecasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
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