IceCasino - Se deniega el cierre de la cuenta del jugador.

Good day,

I've been trying to close my Ice Casino account for months. However, the casino actively REFUSES. Live support keeps telling me to send an email to support@.

However, all emails are being deliberately ignored, as they are clearly from scammers. Therefore, I urge CasinoGuru to intervene and finally have my account and data deleted from this site. I will also gladly write a really bad review about ICECasino. A truly terrible one.

Guten Tag,

ich versuche seit Monaten mein Konto bei icecasino zu schließen. Das Casino WEIGERT sich jedoch aktiv. Der Live-Support behauptet jedes Mal, dass man eine E-Mail schreibt an support@.

Sämtliche E-Mails werden jedoch vorsätzlich und beabsichtigt ignoriert, da es sich offenbar um Betrüger handelt. Daher bitte ich CasinoGuru einzuschreiten und meinen Account und meine Daten endlich auf dieser Seite löschen zu lassen. Gern schreibe ich auch noch eine richtig schlechte Bewertung über ICECasino. Aber so richtig schlecht.

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Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear MorlaCore,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with closing your IceCasino account.

To better understand the situation and determine how we can proceed, I kindly ask you to clarify a few points:

• Have you already sent a written request for account closure or self-exclusion to the casino’s official support email address? If yes, please confirm the exact email address used and the date(s) when the request was sent.
• Did you receive any response at all from the casino (automatic reply, ticket number, or follow-up message)?
• Are you requesting a standard account closure or self-exclusion, and most importantly, what is the clear reason for your request (for example: personal decision, data protection concerns, or gambling-related reasons)?

It is very important that the request sent to the casino clearly states both the type of request and the reason for it, as different reasons trigger different internal procedures.

For clarity, the proper way to submit your request is to send a clear written message from the email address registered on your casino account, for example:

For account closure (non-gambling-related):

"I request the permanent closure of my Ice Casino account for personal reasons and the deletion of my personal data. Please confirm in writing."

For self-exclusion (gambling-related):

"I have a gambling problem and request immediate and permanent self-exclusion. Please block my account so it cannot be reopened and confirm this in writing."

If you have copies of the emails you sent, screenshots, or any communication with live chat, please upload them here or forward them directly to petronela.k@casino.guru so we can review them.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good day,

I will gladly answer the questions as follows:

Have you already sent a written request for account closure or self-exclusion to the casino's official support email address?

Yes, I have requested account deletion multiple times (at least 20 times over the past six months). The last request, sent by email, was on Sunday, December 28, 2025, at 3:48 PM. I have also contacted online support multiple times, but they only send me boilerplate responses telling me to contact support by email. So, their support is completely useless. I never receive confirmation of receipt.

And my reasons are none of your business. If I want my data deleted, then I want it deleted and don't have to justify myself.

The email address is identical to my email address here at CasinoGuru.

Guten Tag,

die Fragen beantworte ich gern wie folgt:

Haben Sie bereits einen schriftlichen Antrag auf Kontoschließung oder Selbstausschluss an die offizielle Support-E-Mail-Adresse des Casinos gesendet?

Ja, mehrfach (mindestens 20x seit über einem halben Jahr) habe ich Antrag auf Kontolöschung, die letzte Aufforderung per E-Mail war am  Sonntag, 28. Dezember 2025 15:48 Uhr. Auch habe ich bereits mehrfach dem Online-Support geschrieben, der mir nur Texbausteine schickt, ich solle mich doch an den Support per E-Mail wenden. Also ist auch der Support absolut nicht zu Gebrauchen. Eingangsbestätigungen kommen grundsätzlich nicht.

Und meine Gründe haben Sie nicht zu Interessieren. Wenn ich meine Daten gelöscht haben möchte, dann möchte ich diese gelöscht haben und mich nicht noch rechtfertigen.

Die E-Mail-Adresse ist identisch mit meiner E-Mail hier bei CasinoGuru.

Greetings,

According to our records, the account is permanently blocked.

Regards

Dear MorlaCore,

Thank you for your message, and I’m sorry for replying only now and for the one-week delay.

First of all, I would like to thank the casino representative for checking the account status and confirming that your IceCasino account is permanently blocked. Based on this confirmation, your primary request has already been fulfilled.

I would also like to address an important point regarding your communication.

When a player asks a casino—or us as a mediator—to take a specific action (such as closing an account or deleting data), providing at least a basic reason is essential. Different reasons trigger different legal and internal procedures (for example, standard account closure, GDPR data deletion, or responsible gambling self-exclusion).

Statements such as "the reasons are none of your business" are understandable from a personal perspective, but they are not actionable in a mediation process. If you require something from the casino or from us as an intermediary, a minimum level of cooperation is necessary so the request can be processed correctly and enforced. Without a stated reason, neither the casino nor Casino Guru can determine which obligation applies.

That said, since the casino has now confirmed that your account is permanently blocked, there is no further action required from our side regarding account access.

If you would like assistance with anything else, please let me know.

Dear MorlaCore,

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,
Petronela
Casino.Guru