The player from Estonia attempted to request self-exclusion from IceCasino but faced unresponsive support. Despite knowing the procedure to self-exclude as per the casino rules, their attempts to communicate were met with irrelevant responses. The issue was resolved when the casino confirmed that the account had been permanently blocked due to a language recognition issue in their internal system. The player successfully confirmed that his account had been blocked as requested.
IceCasino - Player is struggling to self-exclude from the casino.
Amount: ??
IceCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month 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:
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1 month 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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1 month ago
Thank you very much, Andrrak123, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Dear Andrrak123,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the IceCasino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear IceCasino,
Could you kindly provide further details regarding the issue at hand? Specifically, are there any reasons why the casino has been unable to process the player's request to close his account?
Thank you in advance for your prompt response.
Best Regards,
Kubo
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1 month ago
Dear all
The account was permanently blocked.
The reason the request was not processed immediately is due to the fact that the internal system does not recognize russian language, thus the message was not delivered to the appropriate dept.
There were no deposits done after the request.
Regards
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1 month ago
Dear IceCasino,
Thank you for the update and explanation.
Dear Andrrak123,
Could you please confirm whether your account has been successfully blocked as per your request?
Thank you.
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1 month ago
Translation
Hello!
The account has been successfully blocked.
thank you !
Automatic translation:
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1 month ago
Dear Andrrak123,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best Regards,
Kubo
