Contact Us

Contact Information for Ice.Bet

OBSERVE: This contact page explains how users of Ice.Bet can reach the customer support team of Ice.Bet, operated via the official website at https://icee.bet. EXPAND: It sets out the main communication channels, expected response times, and how to escalate complaints, including to the external regulator in Curaçao. REFLECT: Please read this page together with the Terms and Conditions, Privacy Policy, and Responsible Gaming information, which apply to all contacts and are accurate as of 6 November 2025.

Primary Customer Support Channels

• Email support (primary): OBSERVE: You can contact the Ice.Bet customer support team at [email protected] for all general queries, technical issues, account questions, and responsible gambling concerns. EXPAND: This email channel operates 24/7, and the team aims to respond within one business day, although response times may vary depending on volume. REFLECT: When writing, include your registered username, the email associated with your account, and a clear description of your question or issue so that support can review your case efficiently and securely.
• Live chat (website): OBSERVE: A 24/7 live chat function is available on the official Ice.Bet site at https://icee.bet. EXPAND: Live chat is generally the fastest way to obtain real-time assistance on urgent matters such as login problems, payment queries, or questions about bonuses and promotions. REFLECT: Before contacting support by other means, you may wish to start with live chat to see whether your question can be resolved immediately.
• Web contact form: OBSERVE: The contact form provided on this page allows you to submit written requests directly to the support team. EXPAND: Use the form if you prefer not to use your personal email client, or if you are following up on an issue previously discussed via chat. REFLECT: The same standards of accuracy and completeness apply; provide all relevant information so that the support team can verify your identity in line with the AML/KYC Policy.

Complaints and Dispute Resolution

1. Internal complaint submission: OBSERVE: If you wish to lodge a complaint about the services provided through Ice.Bet on https://icee.bet, you should first contact the customer support team at [email protected] or via live chat. EXPAND: Clearly mark your message as a "Complaint", set out the facts in chronological order, attach relevant screenshots or transaction IDs, and specify the outcome you are seeking. REFLECT: The operator will review your complaint in accordance with its internal procedures and aims to provide a reasoned response within a reasonable timeframe, usually within 14-28 days, depending on the complexity of the case.
2. Escalation to management: OBSERVE: If you remain unsatisfied with the initial handling of your complaint, you may request that the matter be escalated to a higher level of review within the operator. EXPAND: In your follow-up email, refer to your previous correspondence, include any new information, and explicitly ask for managerial review. REFLECT: This stage is intended to give the operator a full and fair opportunity to reconsider the decision before you involve external bodies.
3. External regulator contact (Curaçao eGaming): OBSERVE: Ice.Bet is operated under a Curaçao eGaming sub-license 8048/JAZ2022-051, issued under master license 8048/JAZ, and not under a UK Gambling Commission license. EXPAND: If, after completing the internal complaint process, you believe your complaint remains unresolved, you may contact Curaçao eGaming at [email protected]. This is an external channel operated by the regulator, not by Ice.Bet. REFLECT: When contacting Curaçao eGaming, you should provide full details of your account, your complaint history with the operator, and copies of all relevant correspondence so that the regulator can assess whether the operator has acted in compliance with its license conditions.

Regional Compliance Note: OBSERVE: Complaints and disputes concerning Ice.Bet are governed by the laws and regulatory framework of Curaçao, not by the UK Gambling Commission. EXPAND: This means that UK-specific statutory dispute resolution mechanisms for licensed operators in the United Kingdom do not apply to this service. REFLECT: By using the services available on https://icee.bet, you acknowledge that your complaint and dispute resolution options follow the procedures set out in the Terms and Conditions and the Curaçao regulatory framework.

Important Information for Players in the United Kingdom

• Regulatory status for UK players: OBSERVE: The Ice.Bet version of Ice.Bet is made available to players from the United Kingdom via a platform operated and licensed in Curaçao by Invicta N.V. EXPAND: As of 6 November 2025, Ice.Bet does not hold a remote gambling operating licence issued by the UK Gambling Commission, and therefore is not regulated by the UKGC. REFLECT: UK players using Ice.Bet do not benefit from the same statutory protections and complaint avenues that apply to gambling services licensed and regulated in Great Britain.
• Jurisdiction and applicable law: OBSERVE: The legal relationship between the player and the operator is primarily governed by the laws of Curaçao, as described in the Terms and Conditions available at https://icee.bet/en/rules. EXPAND: Any disputes or claims arising from the use of the website or services will generally be handled under Curaçao jurisdiction, subject to any mandatory provisions of local law that may apply to you as a consumer. REFLECT: Before using the services, UK players should carefully review the Terms and Conditions and consider whether participation on a non-UK-licensed platform is appropriate for their personal circumstances.
• Responsible gambling support: OBSERVE: Ice.Bet provides tools and information to help you gamble responsibly, including deposit limits, self-exclusion options, and educational materials. EXPAND: Details are available on the dedicated page at https://icee.bet/en/responsible-gaming, where you can find guidance and links to independent support organisations. REFLECT: If you contact support about a responsible gambling issue, clearly explain your situation and the protective measures you wish to apply so that the team can act promptly in line with the Responsible Gaming and AML/KYC policies.

Corporate and Regulatory Contact Details

• Operating company (gaming services): OBSERVE: The online casino services offered through Ice.Bet on https://icee.bet are operated by Invicta N.V.. EXPAND: Invicta N.V. is a company established under the laws of Curaçao, holding a Curaçao eGaming sub-license number 8048/JAZ2022-051. REFLECT: The legal registered address of Invicta N.V. is Heelsumstraat 51, E-Commerce Park, Vredenberg, Curaçao, and this address should be used for formal legal correspondence, unless otherwise specified in the Terms and Conditions.
• Payment processing entity: OBSERVE: Certain payment and processing services for Ice.Bet may be handled by ICS (CYPRUS) LIMITED. EXPAND: ICS (CYPRUS) LIMITED is located at Voukourestiou, 25, NEPTUNE HOUSE, 1st floor, Flat/Office 11, 3045, Limassol, Cyprus, and typically acts as a payment processor rather than the contracting gaming operator. REFLECT: Players should address gaming-related complaints to Invicta N.V. via the Ice.Bet support channels, while understanding that payment descriptors on bank statements may reference ICS (CYPRUS) LIMITED.
• Online documentation and policies: OBSERVE: Additional legal and informational documents are available through the official website, including Terms and Conditions, Bonus Terms, Privacy Policy, AML/KYC Policy, and Responsible Gaming. EXPAND: These documents explain your rights and obligations, how your personal data is processed, and how the operator complies with anti-money laundering and customer verification requirements. REFLECT: When contacting support, you may be directed to specific sections of these documents, and your continued use of the service constitutes acceptance of their terms as updated from time to time.

Data Protection and Security for Contacts

• Processing of personal data: OBSERVE: Any personal data you provide when contacting support (such as your name, email address, account details, and the content of your message) is processed in accordance with the Privacy Policy. EXPAND: This may include storing your communications, sharing information with relevant internal departments, and, where necessary, disclosing information to payment processors, auditors, or regulatory authorities for compliance purposes. REFLECT: By using the contact channels on this page, you consent to such processing for the purpose of handling your request and maintaining the security and integrity of the services.
• Identity verification and AML/KYC: OBSERVE: Support may ask you to provide additional information or documentation to verify your identity or payment methods when responding to your inquiry or complaint. EXPAND: This is required by the operator's AML/KYC Policy and applicable anti-money laundering regulations, and may include checks on your age, residence, and source of funds. REFLECT: Prompt cooperation with any verification requests helps ensure a faster and more secure resolution of your query, while protecting both you and the operator from potential fraud or misuse.

Online Contact Form

OBSERVE: You can also contact the support team of Ice.Bet by using the secure online form below, which sends your message directly to Ice.Bet through the official icee.bet infrastructure. EXPAND: Provide a valid email address or messenger contact, describe your question or issue in clear detail, and avoid including full payment card numbers or other highly sensitive financial data. REFLECT: After you submit the form, the team will review your request and aim to reply within one business day, although complex matters or peak periods may require additional time.