The player from Spain had requested his account to be permanently closed in August 2025 due to gambling addiction, but he was able to access it again in January 2026. After losing a significant amount, he had a pending withdrawal of €1100, but the casino stated they would not process it because his account was closed. The withdrawal of €1100 was eventually processed, and the complaint focused on the breach of self-exclusion and responsible gaming policies due to the account reopening. It was concluded that a refund could not be pursued as there was no evidence that the player had disclosed his gambling addiction prior to deposits, and the reopening alone was insufficient to hold the casino responsible for money spent. The complaint was closed with advice provided on how to properly request self-exclusion in the future.
Instant Casino - Player’s account has been closed.
Other
Amount: €1,100
Instant Casino
Safety Index 0.8 Very lowCase summary
Translation
On August 14, 2025, I requested that this casino be blocked forever.
They didn't comply, but I won't blame them for this.
I logged in again this January 2026, I was playing, on the 16th I lost a lot of money here and I only have one withdrawal pending for €1100. I lost about €7000, and now they tell me they won't give me the money because my account is closed. I requested it because I'm a gambling addict.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Do I understand correctly that you informed the casino about your gambling addiction at some point? When exactly and how did you inform the casino?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
TranslationYes, I played in August 2025 and requested that my account be permanently blocked. They did it, but then in January 2026 I logged in and it wasn't blocked. I lost €10,000 and they then blocked my account, and I had a weekly cashback that I didn't receive. They ruined my life.
TranslationI explicitly requested the permanent ("forever") blocking of my account in August 2025.
The casino confirmed and implemented the block.
In January 2026, the casino improperly reactivated my account, even though a permanent self-exclusion cannot be revoked under responsible gambling rules.
As a direct result of this illegal reactivation, I was able to deposit and play, losing approximately €10,000.
Subsequently, the casino blocked the account again, confirming that the original block was still valid.
I request a full refund of all losses incurred after the improper reactivation of the account, as the casino failed to fulfill its obligation to protect a permanently self-excluded player.
Thanks for your response.
- Could you please clarify when you had a 1100 withdrawal pending?
- Did the casino confiscate any winnings you attempted to withdraw?
Looking forward to your reply.
TranslationNo, what happened is that the casino did not accept my self-exclusion requests. They reopened my account even though I requested it properly in August 2025, and they reopened it in January 2026. They did not comply with my request as a customer, causing me to lose large sums of money. I request a refund of my deposits for not complying with their terms and conditions.
TranslationToday's conversation with chat support at InstantCasino confirmed that I requested the closure of my account, that it was closed, and yet they reopened it in January.
Thanks for your patience.
Could you please specify when the communication with the casino live chat on the screenshots you shared 
takes place?
Has your account been closed again? When was it closed?
Looking forward to your reply.
TranslationHello Tomás,
I have already provided all the information requested above.
The conversation and the events are recent. In August 2025, I explicitly requested a one-year self-exclusion. However, in January 2026, the casino allowed me to reopen my account, which enabled me to play again.
The casino itself later confirmed that my account should have remained closed since August 2025, so my self-exclusion request was clearly violated. As a direct result of this violation, I suffered significant financial losses that should not have occurred.
After detecting this situation, I requested the closure of my account again.
My complaint is not related to withdrawals, but to the breach of self-exclusion terms and the lack of player protection.
Thanks for checking it out.
TranslationCONVERSATION TODAY WITH LIVE CHAT SUPPORT TODAY
Thanks for your reply.
We can't ask the casino for a refund of the money that was used for gambling unless there is evidence that you informed the casino about your gambling issues prior to making deposits.
From the context of what you said and the information you provided, the casino support refers to you informing them of your gambling issues only recently.
- Could you please describe in more detail the circumstances that led to the reopening of your account?
- Did the casino ask you any questions related to responsible gambling?
- Have you saved any conversation between you and the casino from that time?
If I misunderstood the situation, please let me know.
Looking forward to your reply.
TranslationHello Tomás
I've been waiting for over two weeks and I provided all the information above. As you can see, in mid-August I requested self-exclusion and a permanent account block. I waited the 24-hour period and stated that I wanted self-exclusion for one year. You can also see the casino's responses above.
Translation
In August I expressly requested the self-exclusion of my account.
Despite this, in January 2026 my account was reactivated, allowing me to deposit and play again.
I don't understand how the reopening was possible if there was a previous request for self-exclusion.
I request a review of whether responsible gaming procedures were applied.
correctly in my case.
TranslationHello,
I would like to clarify the chronology of events:
I requested a one-year self-exclusion. However, the casino subsequently allowed my account to be reopened and for further activity to resume, resulting in significant losses.
On January 17th, my account was closed again after I requested it be closed. Now the casino says the account cannot be reopened due to my self-exclusion request, but in January they did allow it to be reopened without respecting that initial request.
I believe this demonstrates inconsistent handling of my self-exclusion and a failure to comply with their own responsible gaming procedures.
I am available to provide any additional evidence that may be needed.
TranslationAbove, I also provided the live chat where they confirmed that my account was closed in mid-August and then reopened in January.
TranslationIn summary, I request that compensation be considered for the deposits made after my account blocking request, given the possible lack of effective implementation of responsible gambling measures.
Thanks for your reply.
Please understand that when evaluating refund requests, we consider information about the disclsure about gambling problems into account.
For this reason, the relevant timeline of when you informed the casino of your gambling issues is key.
If in your first self-exclusion, you didn't disclose gambling issues as reasons for the self-exclusion, we might not be able to assist you.
Also, the particular information about the circumstances surrounding the premature reopening of your account might prove useful in determining whether we can assist you.
Looking forward to your reply.
TranslationThank you for your response.
After more than 3 weeks of waiting, I would like to emphasize a key point: I provided all the requested information and, in addition, in my initial application I clearly stated that I wanted a 1 year self-exclusion.
I understand that a self-exclusion request must be strictly enforced, regardless of other factors, and should prevent any access or reopening during the requested period.
Therefore, I believe that this aspect should be a determining factor in the evaluation of the case.
TranslationI would like to emphasize a fundamental point. In my communications, I made two clear and unequivocal requests:
I requested the permanent blocking of my account ("I want the block forever").
Subsequently, I expressly requested a 1-year self-exclusion.
Both messages are clear and leave no room for interpretation. This was not a simple temporary closure or a 24-hour reflection period, but a prolonged and permanent restriction.
I understand that a request for self-exclusion or permanent blocking must be strictly and effectively enforced, preventing any reopening or creation of new accounts during the requested period.
Therefore, I believe the key point of the case is that, despite these explicit requests, I was allowed to play again.
I appreciate that this aspect is taken into account in the final evaluation.
Translation
I have also attached screenshots of the casino's own Terms and Conditions.
As can be clearly seen, the operator itself states that the player can request self-exclusion by indicating the desired time period.
In my case, I expressly requested a 1-year self-exclusion, complying exactly with the procedure described in its terms.
Therefore, I believe that my request was in accordance with the casino's own provisions and should have been effectively implemented during the indicated period.
I request that this point be taken into account when evaluating whether the self-exclusion procedure was correctly implemented in my case.
TranslationPlease carefully review all the documentation provided.
I have presented all available evidence, including confirmations from the casino itself where it is expressly stated that my account was set to remain blocked until August.
However, I was able to access and play in January, without the previously established self-exclusion period being respected.
I believe this point is fundamental in the evaluation of the case, since there is written confirmation from the operator regarding the duration of the block.
I request that this contradiction be analyzed carefully.
Player's message:
Just to clarify: my complaint is no longer related to the withdrawal of €1,100, which was finally processed.
The complaint focuses exclusively on the breach of the Terms and Conditions and responsible gaming policies, specifically the reopening of my account during a period of active self-exclusion.
I apologize for any misunderstandings.
From our point of view, the refund can't be pursued unless we can conclude the casino should have protected you. Without evidence, you informed the casino of your gambling addiction; you were ultimately responsible for playing in the casino, any losses, and any winnings. The reopening of an account during the pending self-exclusion isn't a sufficient basis for us to request a refund, unfortunately, at this time. Since you are unable to provide evidence about the circumstances under which your account was reopened, there is little we can investigate further. Since the casino already closed your account due to disclosure of gambling addiction, we would consider the outcome acceptable. To be protected in an offshore online casino (not licensed under Spanish jurisdiction), you need to request self-exclusion, disclosing your gambling addiction.
If you have any other account open in an online casino, using the following template might be useful:
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings Instant Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Further resources and information can be found here in our responsible gambling guide: https://casino.guru/responsible-gambling-guide
Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
