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Dear Tracey,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Before we’ll proceed any further with this complaint, could you please advise which casino is this complaint related to, as Ice36 has a different domain https://www.ice36.co.uk/ for the players from United Kingdom from the one that this complaint has been filed under https://www.ice36.com/.

Have you tried to communicate the issue with the casino? Which exact bonus you’ve attempted to redeem? 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

Dear Tracey,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.