The player from Australia had requested self-exclusion from Instant Casino, but was instead given a 24-hour cooling-off period during which he could still access his account. This situation had raised concerns about his mental health and had led to further gambling losses, highlighting the casino's irresponsible practices. The complaint was declined because the player had initially requested only account closure without mentioning gambling-related issues or self-exclusion, and he had continued to use the account after the cooling-off period. The casino closed his account promptly after he later specified gambling addiction. We concluded that the player had not taken sufficient proactive steps to ensure his self-exclusion request was processed.
Instant Casino - Player's self-exclusion request was delayed.
Unjustified complaint
Amount: A$1,000
Instant Casino
Safety Index:Very lowCase summary
What I thought was really bad was when I approched instant casino to say that I wanted my account put on the self exclusion. I was astounded that they replied and said that my account was put on a 24 hour cooling off period. The 24 hours lapsed and was able to access my account again. This sort of behaviour could of caused a mental health emergency due to more gambling issues.
It caused more losses, I found that Instant casino was very irresponsible letting a person who has a gambling problem to continue to use their platform
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Dear Richardk,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
Thank you I have sent you an email
Probably nothing we can do about it but thought I would contact Casino Guru
instead.
Dear Richardk,
Thank you for your email.
After carefully reviewing your case, I regret to inform you that we are unable to proceed with your complaint, as it does not meet the necessary criteria for further resolution.
Based on the available information, you initially sent a single email requesting the closure of your account without specifying gambling-related concerns or requesting self-exclusion due to gambling addiction. The casino subsequently informed you that a 24-hour cooling-off period would be applied. However, you did not follow up on your request after this period had passed and continued to access your account, play, and make deposits.
You contacted the casino again approximately two weeks later, at which point you mentioned gambling addiction for the first time. According to the records, the casino responded promptly and closed your account on the same day.
In situations like this, we believe it is important for players to take proactive steps to ensure their request is properly processed—such as following up after the stated cooling-off period or using alternative contact methods if needed. Relying on a single request without further action cannot be considered sufficient in this context.
For these reasons, we are unable to support a refund claim, and your complaint must be rejected as unjustified.
Thank you for your understanding.
Kind regards
Veronika
Casino.Guru Team
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