Instaspin Casino - Player's account has been closed due to withdrawal issues.

Instaspin.com should not be accepting uk players. If you go to their licensing it says that they are to forbid us.

I played admittedly irresponsibly. I am sure I had a withdrawal but it vanished. I have bi polar and lost my 30 year old son recently and have been acting erratically.

They let me play for 48 hours and I deposited £600 maybe more one after the other.

Then I noticed that their licensing rules are they should have picked up on my playing behavior and seen that I was vulnerable. And then I seen they are forbidden to even let us play. I realise I wont get it back. When I challenged them they blocked me. They have 4 different payment references also. I suspect they are at it. I am clearly an absolute broken mess for what I have done. When I woke up I realised how messed up I was in the head to have done this. But i feel they should have flagged up the payments. And as I said when I challenged them that their licence forbids them for having uk players they blocked me

It even says it in their own terms and conditions. I also put a £20 deposit limit when I opened it. And when I looked back the payments I think I self excluded last year. What a mess. Which i take responsibility for. But they are stealing money as we arent allowed to even play by law. Sorry if this is a bit mixed up. I am lost in grief

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instaspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share with me your recent and old self-exclusion requests or requests for help? Please send the information to my email at tomas@casino.guru. Make sure the recipients and sender of the emails are shown.
• When was the last time the casino allowed you to deposit?
• Have you received any confirmation that your account was blocked via email? Would you be able to share it with me?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Thanks for your patience.

I went over the communication and other information you provided via email.

Please note we can't ask the casino for a refund of funds that were played down using the argument that the casino operates without a UKGC license.

Going forward, I'll focus on the issue from the point of view of player protection.

If you inform the casino about suffering from gambling problems, we believe the casino should protect you by closing your account and reasonably prevent you from creating multiple accounts.

• Could you please clarify whether you informed the casino about suffering from gambling issues when you originally requested a self-exclusion in the casino?
• Would you be able to share evidence of such a request for player protection addressed to the casino with me?

Looking forward to your reply.

Dear Funkee1978,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi I cant find any proof that I told them I had problems. That would mean that I had screenshot of a conversation which I doubt but I will check. I have checked emails and cant find anything they just stop.

I am sure I self excluded yet my original site was open without me asking for it to be reopened.

But having a duplicate account, both fully verified also would mean that if I tried to withdraw they would have refused it.

How can they not realise I had two accounts? When they were both fully verified. That is their mistake not mine. It is easy to forget that you have an account, how many of us have went to open one somewhere before and it says duplicate account please log in?. So they are in the wrong here.

My answer is yes this company knew I had a problem as I previously self excluded

Thanks for your patience.

I went over the communication you provided.

Our position is that if an online casino allows registration to players from restricted countries, they need to pay out their winnings. They are not obligated to refund funds lost via gameplay.

If you informed the casino about suffering from gambling problems, they should reasonably prevent you from opening a new account. If you haven't informed the casino about suffering from gambling problems, or there is a lack of evidence that you did, you might be held accountable for breaching this rule. Please note that it's almost universally prohibited from opening multiple accounts in online casinos.

So far, there is not enough evidence for us to argue that the casino should have protected you. If there is any evidence from a year ago when you requested a self-exclusion, or your requests for help made at that time.

Please let me know.

Dear Funkee1978,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru