Instant Casino - Player has been able to register a new account after being self-excluded.

Dear EDA1,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Instant Casino.

To help us better understand your situation and assist with your case, could you clarify a few points?

• Did Instant Casino provide any further responses after they closed your second account, or was their communication entirely cut off after the closure?
• Have you made any other attempts to contact them regarding the second account, and if so, how did they respond?
• Could you please confirm the total amount deposited on the second account after it was opened, and provide a transaction history if available?

Additionally, if there are any email communications between you and Instant Casino that haven’t been included in your initial submission, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation is very important for us to proceed with this case and work towards a resolution. Without further details and your input, we won't be able to move forward and address this issue effectively.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela,

For the questions mentioned -

Did Instant Casino provide any further responses after they closed your second account, or was their communication entirely cut off after the closure? - Instant Casino confirmed that the second account was closed, and no further action is required. They sent an email confirming the closure due to a gambling addiction, but it was sent to my old email address. They never responded to my original complaint via email, but they acknowledged it during a live chat, confirming that the account is closed and no further action will be taken.

Have you made any other attempts to contact them regarding the second account, and if so, how did they respond? - I've reached out to them via email, but I keep getting the same response, just that my account is closed with no further details. Even though I forwarded my original complaint they still won't address it, I've forwarded you all my emails sent and it shows their replies to my emails.

Could you please confirm the total amount deposited on the second account after it was opened, and provide a transaction history if available? I deposited €585, as shown in the live chat and the attached proof of transaction. I've included all the relevant documents for your reference.

Please let me know if you need anything else Petronela and thank you for helping.

Thank you very much, EDA1, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you for your help Petronela.

I look forward to hearing from Jozef.

Dear EDA1,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hi there,

Thank you for bringing this matter to our attention. Our team is looking into it. We'll get back to you with more information as soon as possible.

Thank you for your patience while we work on this.

Kind regards,

Instant Casino Team

Thank you for looking into this @instantcasino

Hi there,

The player's original email address and associated payment cards were blocked in accordance with our responsible gambling policies. However, the player subsequently created a new account using a different email address and a different payment card.

The player's account has been closed.

Kind regards,

Instant Casino Team

@instantcasino - I used the same full name, address, phone number, and even the same IP address. The payment card was also in my name. Yet, because I used a different email and payment card, you failed to detect anything? This essentially means anyone could create a new email, deposit using various methods you have like crypto, card, or bank transfer, even if they’re self excluded and nothing would be flagged.

@jozef and Casino Guru, I find this deeply unfair. There's virtually no protection here for problem gamblers. I believe my case for the return of my deposits on my second account is still valid. Could you help me contact their licensing authority so I can go down this route?

Dear Instant Casino team,

I can confirm that it is standard practice to prevent such players from creating additional accounts. While email addresses and phone numbers can change, the full name and birthdate are critical identifiers, and the address (especially the country) can also be helpful. I understand your concern about blocking players with similar names, but the likelihood of someone sharing both the same name and birthdate is quite low. Typically, when a new player matches an existing name and birthdate in the casino's database, they are required to undergo verification first. This greatly enhances player protection in such cases and helps prevent issues with multiple or duplicate accounts. Did the player manage to bypass your protection, or do you not have such a system in place?

Hi there,

Currently our system doesn't have the specific measures to prevent multiple accounts based on full name and birthdate. In this case, it appears that a different email address was used to create an additional account, which bypassed our existing safeguards. We cannot be held liable for additional deposits made through these separate accounts.

Please rest assured that we’re actively working on improving our systems to better prevent such issues in the future.

Thank you for your understanding and patience.

Best regards,

Instant Casino Team

@casino guru - I accept their response, you can close this complaint.

Dear EDA1,

I am closing the case as you requested. Feel free to contact us if you have any further questions or issues, though hopefully you won't encounter any.

Best regards, Jozef