IceCasino - プレイヤーのアカウントの閉鎖が遅れています。

Hello, I want to permanently close my account at ICE Casino because of gambling addiction, but they keep delaying the processing even though I have already uploaded my payslip twice.

Of course I played again today and lost. Can you please help me to close this account permanently? Thank you.

Hallo möchte wegen Spielsucht mein Konto dauerhaft schließen bei ICE Casino aber die Verzögern die Bearbeitung die ganze Zeit obwohl ich schon 2 mal mein Lohnabrechnung hochgeladen habe

natürlich hab ich heute wieder gespielt und verloren können sie bitte mir helfen diese Konto dauerhaft zu schließen.Danke

Dear Melocan,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Regarding the verification, could you please specify when exactly you sent your payslip to the casino? Did you upload the document in the correct format? Does it contain all the necessary personal information for a successful verification?

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello I have sent you email, thank you

Hallo habe Ihnen E-Mail gesendet, Danke

Hello Email sent, Thank you

Hallo E-Mail gesendet, Danke

Greetings,

Account was permanently blocked.

Regards

Thanks for the help

Danke für die Hilfe

Dear Melocan,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru