The player from Germany reported that the casino was slow to block players exhibiting gambling addiction, allowing them to continue losing money during the delay. Additionally, the casino was unresponsive to inquiries and complaints. The Complaints Team reviewed the case and concluded that while the casino should have protected players, the player had provided incorrect information to create additional accounts, which allowed him to bypass the system. As a result, the complaint was not pursued further, and the player was advised to use a Self-Exclusion Assistance Tool and seek professional help for gambling issues.
Instant Casino - Player faces issues with casino's delayed action.
Amount: €2,000
Instant Casino
Safety Index:Below averageSafety Index
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5.3
Instant Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
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1 month ago
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:
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1 month ago
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
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1 month ago
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.
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1 month ago
Thank you very much for your reply, Psicho. Could you please forward the self-exclusion request and all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 month ago
Translation
Hello, I have sent you an email to:
sent.
Best regards
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1 month ago
Please forward me all the communication between you and the casino. Keep in mind that dates and email addresses must be visible.
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1 month ago
Translation
I did that. The casino does not respond to any emails. There is no further communication. The casino ignores everything!
Edited
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1 month ago
Please allow me to ask you a few questions, so I can gather as much information as possible and construct a timeline:
- You indicated that you created more than one account. Do I understand correctly that your first account was closed? If it was, was it closed because you informed the casino about your gambling problem?
- When exactly did you create the second account? When was it closed, and how many days did it take for the casino to close it after your request?
- Did you use the same personal information (name, home address, date of birth, phone number, etc.) when creating both casino accounts?
Thank you.
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1 month ago
Translation
- You stated that you opened more than one account. Do I understand correctly that your first account was closed? If so, was it closed because you informed the casino about your gambling problem?
That's correct. A few days later it was blocked after I informed the casino about my (diagnosed) gambling addiction.
- When exactly did you open the second account? When was it closed and how many days did it take the casino to close it after your request?
I don't remember when exactly. I informed the casino on September 2nd, 2024 and it was blocked on September 6th, 2024.
- Did you use the same personal information (name, home address, date of birth, phone number, etc.) when creating both casino accounts?
No. I used different email addresses, different first names and different dates of birth. Address, last name and phone number were the same.
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3 weeks ago
Alright, so I reviewed the whole case and we discussed it internally. Unfortunately, we concluded that we aren't able to assist you with the refunds. While we believe that the casinos should always do their best to protect players and prevent them from creating new accounts if the previous ones were self-excluded, we also must take into consideration the conditions in which additional accounts were created.
In this case, you provided incorrect information which we believe helped you bypass the system and create another account. Also, your accounts were closed in a reasonable time after you contacted the casino. Unfortunately, under these circumstances, we decided not to proceed further with this complaint.
Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
