The player from Germany reports that the casino is slow to block players exhibiting gambling addiction, allowing them to continue losing money during the delay. Additionally, the casino is unresponsive to inquiries and complaints.
Instant Casino - Player faces issues with casino's delayed action.
Amount: €2,000
Instant Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
5d 11h 27m 50s
Case summary
yesterday
Public
Public
yesterday
Translation
The casino takes several emails and days to block players who are addicted to gambling, during which time they can continue losing money. There is no response. The casino ignores all inquiries and complaints.
Automatic translation:
Public
Public
yesterday
Dear Psicho,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling section and I found this:
Self-Exclusion
In case You are diagnosed with a gambling addiction or try to stay away from gambling for a different reason, we want to assist you to stay away from anything, that does nothing good for you. "Self-Exclusion" means, that You exclude yourself, out of Your own choice, from all gambling services. This exclusion cannot be undone for a set amount of time. If you wish to self-exclude yourself from gambling, please message our support and give them a time span between 6 months and 5 years. They also will explain you all future steps and what is needed from you.
email: support@instantcasino.com
Please keep in mind that Self Exclusion is permanent for the set time span and will not be undone for your own protection.
During Self Exclusion you are not allowed to create a new Account and every attempt to create a new Account during Self Exclusion is a violation of our Terms of Service and may result in the permanent ban of your original account.
Could you please clarify if you informed the casino about your gambling problem and followed all the above-mentioned steps when requesting self-exclusion? Do you currently have access to your casino account?
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,
Kristina
Public
Public
yesterday
Translation
Hello,
I wrote emails to the casino, but I was only blocked after a few days. I then asked the casino for help because I had lost all my wages. There was no response from the casino. Then, out of frustration, I created a new account with the casino using another email and lost a lot of money again. I was completely depressed about it and asked for it to be blocked. I was blocked again only after days and there was no response from the casino. You have to write the casino several emails before you are blocked. That means you can continue to gamble away your money for days until you are blocked, even though they know about your illness. I saw a similar case here, and it also involved this casino. I don't understand how this casino has such a high security index. They don't care at all. I don't get any data and no longer have access to the account.
Automatic translation:
Casino Guru is examining the case
