The player from Germany had requested to permanently close her account on March 13, 2025, but the closure only occurred then, without notification. She sought the refund of her €1,200 deposits and had not received any response from the casino. The Complaints Team confirmed that while her account had now been closed, the casino's processing time for self-exclusion requests was acknowledged, and the player was informed that deposits made shortly after such requests were typically non-refundable. The complaint was closed without further resolution regarding the funds.
Instant Casino - Player's account has been closed without notice.
Closed
Our verdict
Other
Amount: €1,200
Instant Casino
Safety Index:LowCase summary
Discussion
Public
Public
10 months ago
Translation
Hello dear Casino Guru team.
On March 13, 2025, at 12:21 p.m., I first requested the casino to permanently and immediately close my account. Unfortunately, this only happened today, without any notification. I also requested the casino to refund my deposits from the date of the request, including a processing time of 24 hours, because the casino did not respond promptly. However, there has been no response so far. Could you help me reclaim €1,200?
LG Kora76
Automatic translation:
Public
Public
10 months ago
Hello Kora76,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you ever mention gambling problems to the casino prior to that?
- When was the last time you spoke to the casino and what was it about?
Please keep in mind that self-exclusion is not instant and the casino has to process your request first which may take up to a few days especially during weekends. Unfortunately, the player is not entitled for a refund of deposits made in such short period after the request has been sent.
Looking forward to your answer.
Regards,
Nick
Public
Public
10 months ago
Translation
Hello Nick. My last email contact with the casino was yesterday, and I asked the casino to respond. I submitted verification documents, but I can't remember exactly when this was, as I can no longer access my account. My self-exclusion was on a Wednesday.
What's sad is that I wrote to Ray from the casino (it was about a bonus), and when I requested my self-exclusion, I heard nothing more... and nothing happened either. Only when I told them I was going to contact Casino Guru was my account closed... without any notification, without anything...
LG kora76
Automatic translation:
Public
Public
10 months ago
Dear Kora76,
I hope you are doing well.
As mentioned previously, self-exclusion is not processed instantly, as the casino staff needs time to handle the request. This can take a few days, especially if the request was made before or during the weekend.
Unfortunately, deposits made shortly after submitting a self-exclusion request are typically non-refundable.
Please let us know if there is anything else we can assist you with.
Looking forward to your response.
Best regards,
Nick
Public
Public
10 months ago
Translation
Hello Nick. Thank you for your reply.
Otherwise everything is fine 😉
LG Kora76
Automatic translation:
Public
Public
10 months ago
Dear Kora76,
I'm glad to hear that your account has been closed.
I'm sorry that we couldn’t assist you further in retrieving the funds, but as mentioned earlier, self-exclusion requests do require processing time.
We will now proceed with closing the complaint. However, please don’t hesitate to reach out if you encounter any issues with an online casino in the future—we’d be happy to assist.
Best regards,
Nick
