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Subject: Self-Exclusion Request Ignored – €120 Lost After No Action Taken

Hello,

I am filing a complaint regarding Instant Casino’s handling of a self-exclusion request, which led to a €120 loss that could have been prevented.

On July 26, 2025, I contacted Instant Casino’s support to request a 5-year self-exclusion due to gambling concerns. I mistakenly sent the request from an email address not linked to my casino account, but their support still replied and clearly acknowledged my request.

They said:

"We cannot close your account for cool off for more than a year. If you wish, we can close your account on cool off for a year."

At no point in this first message did they ask for account verification, linked email address, or any form of identity confirmation.

Believing they were ready to proceed, I replied and accepted the 1-year cool-off.

Only after that, they asked for my registered email address – by then, I had already continued gambling and lost €120 on July 28–29.

Why this matters:

Instant Casino clearly understood my intention to self-exclude, but failed to act responsibly.

They could have

Asked for verification right away

Warned me that no action would be taken without confirmed identity

Instead, they acknowledged my request but took no meaningful steps, which directly allowed me to continue playing and lose money after asking to stop.

A refund of €120, which I lost after my self-exclusion request was acknowledged but not acted on.

I have attached:

A screenshot of your reply acknowledging my request

Deposit records showing I lost €120 on July 28–29

I hope this can be resolved fairly. 

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing.

Could you please clarify the following:

• Did you contact the casino using the same email address that you used to register your account?
• Has the casino closed your account in the meantime?
• Would you like to request permanent closure of your account due to a gambling addiction, since the cool-off period can last only one year?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

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Thank you for your patience, and stay safe.

Hello,

Thank you for getting back to me.

1. I initially used the wrong email address without thinking about it. However, when I first contacted the casino from that address, they responded immediately without asking for any verification.

2. In their initial response they did not ask me to confirm the correct email address, so I assumed the case was active. Therefore, I responded and asked to have my account put on a 1-year cool off.

3. It was only in their third message that they asked me to contact them via the email address linked to the account. By then I could have already continued playing and lost money.

The casino has not closed my account, and I feel that their handling does not follow their own responsible gambling policy.

Thank you for your assistance in this matter.

Kind regards,

Hej,

Tack för att ni återkopplade.

1. Jag använde från början fel e-postadress utan att tänka på det. Men när jag först kontaktade casinot från den adressen, svarade de direkt utan att be om någon verifiering.  

2. I deras första svar bad de inte om att jag skulle bekräfta rätt e-postadress, så jag utgick ifrån att ärendet var aktivt. Därför svarade jag och bad om att få mitt konto satt på en 1-årig cool off.

3. Det var först i deras tredje meddelande som de bad mig kontakta dem via den e-postadress som är kopplad till kontot. Vid det laget hade jag redan kunnat spela vidare och förlorat pengar.

Casinot har alltså inte stängt mitt konto, och jag upplever att deras hantering inte följer deras egna policy för spelansvar.

Tack för att ni hjälper till i detta ärende.

Vänliga hälsningar,  

Has your account been closed in the meantime?

Please note that it is the player's responsibility to communicate with the casino using the email address that was provided during registration. Additionally, the deposits you mentioned were made just two days after you informed the casino about your gambling addiction and requested self-exclusion. Please keep in mind that handling self-exclusion requests usually takes several working days, as these are processed manually by the relevant department of the casino.

Remove this account

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.