IceCasino - Player’s account closure requests ignored.

Casino no accept close my account , I try alot of times to tell them , they ignore also i lost money because of that .

Dear Jordangreece,

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

An email was sent, I find this all unacceptable, they are pressuring you in their way to waste money. There are other casinos that through their website you can be immediately blocked, here you send an email, talk to them in the communication and they don't care.

Hello,

According to our records, the account was blocked at 30.06.2024 21:22:19 (UTC) 

Kind regards

Indeed, the account was closed, but until this was done, due to their indifference, 500 euros were lost.

Hi Jordangreece,

I'm glad to hear that your account was successfully blocked. Could you please let us know when you first informed the casino of your intention to have the account blocked? Ideally, forward any supporting evidence showing the exact dates to petronela.k@casino.guru.

Thank you.

Dear Jordangreece,

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.

Account was banned , so I cant enter history chat , you should ask the casino for that

Hi Jordangreece,

I’m very sorry, but without supporting evidence from your self-exclusion request, we cannot proceed with this case.

We always advise our users to send an email that can be easily saved and used as supporting evidence, confirming that they followed all the required steps to self-exclude and provided the necessary justification to the casino.

If there is any additional information I might have missed, please let me know. Otherwise, I regret to inform you that I must reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your understanding and reply.

Email send to petronela.k@casino.guru

Hi Jordangreece,

I noticed that on June 28th, you mentioned you don't have time to gamble and requested to have your account closed. The following day, you stated that if your account wasn't closed, you would contact Casino.Guru. However, this email was addressed to Vulkan Vegas Casino, not IceCasino. Could you please clarify?

Thank you.

The messages that were sent many times were via chat on their site, why don't you ask them for a history? I no longer have access

Check your email for new .

Screenshot from the player:

Hi Jordangreece,

As I mentioned earlier, without supporting evidence that you informed this specific casino about your gambling problem, we cannot proceed with this case. It would be nearly impossible to confront the casino without such proof.

For future reference, please remember to clearly inform the casino about your reasons for wanting your account blocked and specify the duration. If you mention a gambling problem, your account should be permanently closed. However, keep in mind that this closure will only apply to that specific casino.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here and about BetBlocker here.

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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.