The player from the Netherlands had his account closed after he attempted a name change following a successful win of €2900 from a €33 deposit. Despite having completed the necessary verification steps, he received repetitive responses about the terms of service without a clear explanation for the account closure. The account closure was upheld because two individuals had used the same account, which violated the casino's terms prohibiting multiple account usage by one household. We resolved the complaint by confirming the casino's right to close the account and withhold winnings under their terms and conditions, and the complaint was closed accordingly.
Instant Casino - Player’s account has been closed without explanation.
Closed
Our verdict
Unjustified complaint
Amount: €2,800
Instant Casino
Safety Index:LowCase summary
Discussion
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1 week ago
i deposited 33 euro’s with crypto and won like 2900 euro. First I asked for a name change because my friend was playing on it he did all steps they Saïd and they asked for verification my friend did all of it and i got a mail with your account is closed.
everytime I when I asked why they are zending the same mail with read the terms.
please help
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1 week ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 week ago
Dear Player
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do I understand correctly that both you and your friend have an account at Instant Casino? Were you both using the same account?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
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1 week ago
Yes me and my friend were using the same account. But I did not played a long time on that account and my friend deposit 33 euro’s with crypto and hé won like 2900 euro. He asked for a namechange that was not a problem he sended everything they needed and then he did the KYC and 1 hour later they send a mail with the account is closed no discussion posibble.
i Won the money with a bonus buy on Sweet Bonanza 1000
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3 days ago
Thank you for your response. I’m sorry, but we won’t be able to assist you further in this case.
Please note that it is strictly against the casino's terms and conditions for two individuals to operate the same account, and the casino is within its rights to confiscate winnings in such cases.
This rule is clearly stated in the casino's terms and conditions as well:
3.4 We may limit the creation of Instantcasino.com accounts to one per person, family, household address, email address, telephone number, IP address, payment method, linked e-wallet accounts, mobile device, computer and/or application download instance. Under no circumstances will we be obliged to circumvent or lift these restrictions, but we may consider any justifiable request to do so on a case by case basis. Please contact our customer support team for assistance.
If you would like to learn more about the responsibilities of players using online casinos, I encourage you to review our article here:
https://casino.guru/fair-gambling-codex-for-players#tips-for-fair-and-safe-casinos
As per our policies, we are closing this complaint. I’m sorry we couldn’t be of more assistance on this occasion, and I appreciate your understanding.
Best regards,
Attila
