Instant Casino - Player's account has been closed permanently.

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Dear Bernardino,

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

I would like to emphasize that we have received multiple complaints regarding this specific gambling establishment. Unfortunately, despite our repeated attempts to contact the casino and mediate players' issues, the casino has adopted a No Reaction Policy and has not responded to our efforts in more than five cases. Therefore, I cannot guarantee that we will be able to obtain a response from the casino regarding your self-exclusion.

• Could you please confirm whether you have ever received any substantial response or communication from Instant Casino regarding your self-exclusion request, or whether you have successfully received any withdrawals from this casino in the past?

Thank you very much in advance for your cooperation and reply.

Karla M.

Cara Karla,

la ringrazio sinceramente per la risposta e per l’assistenza che Casino Guru mi sta fornendo. Comprendo perfettamente che la mancata collaborazione di Instant Casino non dipenda da voi e apprezzo i vostri tentativi di mediazione.

In risposta alla sua domanda, desidero precisare un punto importante: non ho mai effettuato alcun prelievo da Instant Casino. Ho esclusivamente effettuato depositi.

Per quanto riguarda la richiesta di autoesclusione, considero molto grave che una questione così delicata possa rimanere senza un riscontro concreto da parte del casinò. Vi chiedo pertanto, nei limiti delle vostre possibilità, di continuare a sollecitare Instant Casino e di tenere traccia della loro eventuale mancata risposta.

Sono naturalmente disponibile a fornirvi ricevute dei depositi, comunicazioni, screenshot e qualsiasi altra documentazione utile per verificare quanto accaduto.

Vi ringrazio ancora per il vostro aiuto e per il tempo che state dedicando al mio reclamo.

Hello Ettore,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ettore,

Unfortunately, we have reached a point where we are unable to move forward with your complaint. Under normal circumstances, we would contact the casino to request an explanation regarding the handling of your self-exclusion request and any deposits made afterwards.

However, Instant Casino has adopted a No Reaction Policy and has repeatedly failed to respond to our attempts to resolve players' complaints. Given the casino's established lack of cooperation, we have no reasonable expectation of obtaining the information necessary to investigate your case further.

Regrettably, we are therefore forced to close your complaint as unresolved. This will negatively affect the casino's overall rating.

I understand that this is not the outcome you were hoping for, particularly given the serious nature of your complaint concerning gambling addiction and self-exclusion. Unfortunately, without the casino's cooperation, we cannot verify how your request was handled or secure a refund of any potential losses incurred afterwards.

Please understand that this decision does not mean your concerns are unfounded. It simply reflects our inability to investigate the matter further due to the casino's continued lack of cooperation.

The casino can request to reopen this complaint at any time should it decide to cooperate.

I'm sorry I couldn't be of more assistance, and I sincerely appreciate your patience and understanding.

Best regards,Karla M.

We’ve reopened this complaint at the request of Instant Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Ettore,

Thank you very much for your patience.

Instant Casino has now responded to your complaint and stated that your account was permanently closed within a few hours of receiving your self-exclusion request on January 23, 2025. According to the casino, there was no account activity after the closure request.

Could you please confirm whether your Instant Casino account is currently closed and whether you have been able to access or use the account at any point after January 23, 2025?

Thank you very much for your cooperation.

Karla M.

Per puntare al rimborso, chiediamo le prove precise a Instant Casino. Non affermiamo che non hai giocato dopo il 23 gennaio se non è vero. Puoi rispondere così:

Hi Karla, my account is currently closed. I cannot verify Instant Casino’s statement without seeing the complete account records. Please request the exact time the casino received my self-exclusion request, the exact time my account was permanently closed, and the full login, deposit, wagering and transaction history from 23 January 2025 onward. Saying that the account was closed "a few hours later" does not show whether I could still access or use it in the meantime. Please review the records and assess any deposits or losses made after my self-exclusion request. I’m willing to clarify the timeline once the casino provides the relevant evidence.

Dear Ettore,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Instant Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Instant Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.