Instant Casino - Player’s account closure request is ignored.

Good afternoon,

I would like to bring to your attention the issues I encountered with InstantCasino.com.

I submitted three separate requests to customer support regarding responsible gambling. My account was fully verified at the time.

These emails were sent on November 25 and 26, requesting to lower my deposit limit to €100 per week. Later, I also requested to set a loss limit of €200 per month. In mid-December, I contacted customer support again to request the complete closure of my account.

However, the casino did not offer the option to adjust deposit limits, and I never received any response confirming the account closure.

As a result, due to the casino’s maximum withdrawal limit of €20,000, a month combined with the gambling urge I was already experiencing at the time, I ended up losing the remaining €18,000 in my account.

if customer service had listened and activated my self exclusion. I’ve would let it unharmed and would i withdrawal it 30 days later.

therefour i blame the casino because they’re not holding onto there own users agreements.

Dear Timtenveen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion due to gambling addiction does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please advise if you have ever indicated you have a gambling problem when communicating with the casino? Please forward me all the account closure requests that you sent to the casino. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I’ve send it to your email.

Thank you for your reply, Timtenveen. Please check my first reply and try to assist. I requested messages in which you asked the casino to close your account due to gambling addiction. While I received an email with 6 PDFs, none of them contained the one and only information I required.

This is the email communication i’ve sended to the casino, the casino tells to send emails when you want to be self excluded.

I see that it is a communication between you and the casino, however, the key information is missing - self-exclusion in which you clearly asked the casino to close your account due to gambling addiction.

I’ve sended you the additional e-mail.

Please forward me the self-exclusion request as an attachment. Here is how to do it in Outlook:

• Open Outlook and locate the email you want to forward.
• Click on the email to open it.
• Click the More options (three dots) in the top-right corner.
• Choose Forward as Attachment from the dropdown.
• A new email will appear with the selected email attached as a .msg file.
• Enter the recipient's address and click Send.

If you received any answer to this email, please send it too. Thank you.

Dear Timtenveen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.