IceCasino - O jogador está enfrentando problemas com o pedido de autoexclusão.

I deposited $40 and gambled it. I then requested self exclusion. This was not actioned at all. I then deposited $60 and gambled it. I have requested self exclusion multiple times and it has not been actioned.

The casino was aware I am an addict yet allowed me to still deposit and gamble $60.

I want self exclusion and refund of my $60 as this deposit was after notifying the casino of my addiction.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Terms and Conditions of Ice Casino, and this is what I found regarding self-exclusion:

30.2. If you believe that you are spending more money than you can afford, or that gaming is beginning to interfere with your normal daily routine, we strongly recommend taking appropriate measures, such as setting Personal Limits, requesting Self-Exclusion, or seeking assistance from one of the organizations listed below. To request Self-Exclusion, you must contact Live Support and follow the instructions provided. The account holder must then submit a Self-Exclusion request from the email address registered to the relevant gaming account. Self-Exclusion will take effect only after Support has received and processed the email request and confirmed that Self-Exclusion has been applied to the account.

• Have you contacted the casino via email to request self-exclusion? If so, please forward me the emails you sent to the casino, along with the casino’s responses, at veronika.f@casino.guru.
• Did any live chat agents advise you to contact customer support via email to submit your self-exclusion request?
• Is your account still open, or has the casino closed it in the meantime?
• Have you completed the full KYC verification process at this casino?

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

Veronika

I just want my $60 refunded as it was after the casino was aware of gambling addiction

Thank you for your reply.

Please note that live chat agents often do not have access to all the features and settings of customers' accounts. Therefore, it is important for players to follow the self-exclusion procedure specified in the Responsible Gaming section of the casino.

Did you receive any response to the complaint email you sent to Ice Casino?

Is your account still accessible, or has the casino closed it in the meantime?

Dear Lalanz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru