IceCasino - Player’s attempts to close his account have been overlooked.

Hello again, had some issues with this casino. Tried to block my account via livechat but could not Connect through since they said "they were overrunned"

so i sent a email to their support email adress. Asking them to block my account. This request was sent the 4th of feb, 3 weeks later my account remained open. Which Of course ended up with more losses. Their final decision is no refund.

i dont think its fair although as a operator to exploit the responsible gambling. Since its something i cant control and i tried to protect my self once again, but without any result.

and also during this 3 weeks i still recived emails from them.

thats why im sending this here. The operator should take responsibilty towards addiction.

Dear Denzoor,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Do I understand correctly that your account still hasn’t been closed? Could you please clarify the dispute value - is this how much you deposited after your request?

Additionally, if there is any other relevant communication between you and the casino (except for the attached screenshots and email), please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Det är det belopp som är insatt efter, mitt konto är stängt nu men dom svarade aldrig på mitt mail utan var tvungen att ta kontakt med den ryska live supporten för att stänga kontot.

Alltså det belopp som är insatt 25th februari

I also sent this to license provider but never got any response.

i think its wierd although if they keep sending me marketing 3 emails from the date when i first reported i wanted to close my account.

Dear Denzoor

On behalf of IceCasino we do apologize you'd faced issues.

We do treat gambling addiction seriously, that's why we have a lot of ways to restrict gameplay within the responsible gambling section.

We can guarantee that your case will be thoroughly investigated and in case the Casino made a mistake - you will be compensated.

Your account was immediately blocked on 25.02.2022 after your notification of the gambling problem.

Would you kindly provide the screenshot of the e-mail sent to support dept. ?

Thank you very much in advance!

Also, we would like to assure that we do not accept players from Russia (the country-aggressor). The reason you were connected to a russian-speaking operator is because you were using Russian language on the Site.

Kind regards,

IceCasino

Hello everyone,

Thank you IceCasino for taking your time to help us with this case.

Denzoor, could you please post here (or forward me) the screenshot of your self-exclusion request from the first message with the sender's email address visible? We will mark the message as private so that only involved parties can see it. Thank you in advance.

Hej, här kommer första mailet som jag skickade datum 4:e februari

Dear Denzoor

On behalf of IceCasino we do apologize. Indeed, the e-mail request got somehow missed, most likely due to a busy Friday, wish you could address your request via live chat, or used the self-exlusion on the Site. In that case, the reaction would have been instant.

1000 EUR has been credited onto your account. We kindly ask you to upload the documents into the KYC section to proceed with the withdrawal.

Thank you and once again, we are truly sorry about the situation.

Best regards,

IceCasino

Thank you for quick response and also for the help regarding this. It means the world.

Hello everyone,

Thank you IceCasino for reconsidering the deposit refund. Do I understand correctly that Denzoor gained access to his account again?

Denzoor, has there been any news? Have you already provided the required documents and requested a withdrawal?

Hello all,

From a Casino side, we'd like to confirm the withdrawal reached player's card at 01.04.2022 14:21:20 (UTC).

Dear Denzoor, we are looking forward to your confirmation.

Thank you in advance!

Best regards,

IceCasino

Dear Denzoor,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Denzoor informed us via email that this case was resolved, therefore we closed it accordingly.