Customer Complaints Policy

Last updated: July 28, 2025

1. Policy Scope and Legal Boundaries

This policy describes our internal complaint-handling process and is not intended to create legal obligations beyond what is required by law or regulation. We reserve the right to amend this policy at any time. Changes are effective immediately upon publication.

2. Contacting Customer Support

If you experience any issues or are dissatisfied with any aspect of our service, we encourage you to contact our Customer Support team as the first step towards resolution.

Customer Service Channels:
- Live Chat: Available 24/7 via our website
- Email: support@icecasino.com

3. Submitting a Complaint

If you wish to escalate an issue as a formal complaint, you may either complete the online form available on our website or download the Сomplaint form and email the Сomplaint form and email the completed document to: complaints@icecasino.com

The following information needs to be provided:
- Full name and username associated with your account
- Registered email address
- Description of the issue, including relevant dates and times
- Any supporting evidence (e.g., transaction records, screenshots, chat logs)

Complaints must be submitted within six (6) months of the relevant incident. Submission of a complaint does not guarantee a specific outcome or compensation.

We reserve the right to refuse complaints that are abusive, repetitive or submitted in bad faith.

4. Complaint Handling Timelines

We are committed to resolving your complaint efficiently and transparently. Our handling timelines are as follows:

Acknowledgement of receipt | Within one week
Resolution | Up to 4 weeks (can be extended once for an additional four weeks due to complexity)
Responsible Gambling complaints | Prioritized and resolved within 5 business days

We reserve the right to close a complaint without resolution if the complainant fails to provide sufficient information or cooperate in a timely manner.

5. Player Rights and Escalation

As a player, you have the right to:
- File a complaint through accessible and transparent means
- Receive a timely and reasoned response

6. Legal and Judicial Recourse

You retain the full right to pursue legal or judicial remedies at any stage. Use of our internal complaints procedure does not limit your ability to seek independent legal advice or to initiate legal proceedings.

7. Assistance

If you require help submitting a complaint or understanding this policy, please contact our 24/7 Customer Support.