Complaint #78 Ice Casino

Blocked user

By Kiniax97

3 years ago

Hello, Ice casino blocked my account, I don't know for what reason because I didn't violate the regulations, unfortunately there is no reply to the email. please help in solving the problem. I am an old player at this casino and I abide by the terms and conditions. Unfortunately, the casino is always late with winnings.

Disputed Casino Ice Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information and details presented by the parties during the complaint process, the AskGamblers Complaint Team understands that the Ice Casino management agreed to reopen the player's account. Based on that fact and it being the primary issue of the case, the AskGamblers Complaint Team considers this case resolved and officially closed.

The AskGamblers Complaint Team would also like to use this opportunity and emphasize once more the importance of transparency in customer relations. Therefore we strongly encourage the casino management to consider possible changes in their internal practice with both, loyal and new customers and maintain a more transparent environment and approach in their future communication.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of a disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Kiniax97

3 years ago

ok if askgemblers is unable to resolve the issue then the issue is also reported to Casinomaisters and your licensor. I do not agree with your decision and unblocking the account on your terms because they will not violate any point of the regulations and you answer evasively so in that case the case will go higher and there will be an appropriate opinion for a large group of recipients. when you start losing customers, you will wake up that your behavior is shameful.

Ice Casino

• Representative

3 years ago

Dear Askgamblers' team,

We have provided our final answer. There is no disputed amount, T&Cs were not breached by the Casino.
We are confident that any service may reserve a right not to share the internal information, as long as the end-user is not effected (like this one).

There is no complaint whatsoever, there is no disputed amount, and more over - we are ready to unblock the account.
We find the complaint unjustified, since the player clearly agreed to the T&Cs of our service that briefly state, that the casino may stop providing service to the end-user.

Are the rules by Askgamblers' of higher priority?

There is no a single unresolved real complaint, with real issue, and we hold a high (if not the highest) standard of dispute resolutions (when there is in fact a case).

Feel free to mark this "complaint" as unresolved.

Kind regards

AskGamblers

• Support Team

3 years ago

Dear Ice Casino,

Please be informed that the AskGamblers Complaint Team supports and encourages transparency and considers it as an essential foundation for any long-lasting customer-operator relationship hence we have asked for more details.

On the other hand, should you not wish to reveal any more details, you may state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any and send the required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Ice Casino Complaint Stats

Resolved 77 / 77

Avg. Amount $6,704

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Ice Casino Complaints

See all complaints for this casino

Want more data even tho I am verified

I had a fully verified ice casino account including sending my picture with my passport next to my face which they accepted. I'm a member with no problems of the sister sites vulkan vegas, gg bet, verde casino.

They now ask for a picture of me holding my id with my account open in the back round. I bought a laptop which cost more then what I'm due and still they refuse to verify me even though I'm verified.

Resolved

Delay in Withdrawal Processing Beyond Stated Timeline

Dear Askgamblers team,
I requested a withdrawal of ₹80,000 on 28th August 2025. As per the stated terms and conditions, withdrawals are to be processed within 5 days. My account was already verified prior to making this request. However, it has now been over 6 days, and the withdrawal hasn’t been received by me. The support team has been unhelpful, repeatedly asking me to wait without providing any definite timeframe.

Resolved

₹80,000

I have been back and forth trying to verify

I have been back and forth trying to verify, I’ve submitted all documents which they have approved then they have asked for a screenshot of my bank account or card with my full name and number which I have provided as well as the transaction of depositing onto the site which I sent a screenshot of that as well. They keep asking for IBAN format which I’m Canadian and that does not exist as we use branch numbers, transit numbers/institution numbers and the specific account number of the bank account which I sent to them and I provided all of that information to them as well. Then I get an email saying that what I sent wasn’t sufficient, I sent exactly what they asked for. Like I said my documents are all approved for everything and I am not verified still, I tried to withdrawal my winnings and it keeps getting rejected and I just want my money that I won fair and square. They even said that I could withdraw without being verified under $1000 and I tried to withdraw under 1000$ and everything got rejected even though all my documents have been approved.