Instant Casino - Player has been able to register a new account after being self-excluded.

Dear EDA1,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Instant Casino.

To help us better understand your situation and assist with your case, could you clarify a few points?

• Did Instant Casino provide any further responses after they closed your second account, or was their communication entirely cut off after the closure?
• Have you made any other attempts to contact them regarding the second account, and if so, how did they respond?
• Could you please confirm the total amount deposited on the second account after it was opened, and provide a transaction history if available?

Additionally, if there are any email communications between you and Instant Casino that haven’t been included in your initial submission, please feel free to forward them to me at petronela.k@casino.guru.

Your cooperation is very important for us to proceed with this case and work towards a resolution. Without further details and your input, we won't be able to move forward and address this issue effectively.

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,

Petronela

Hi Petronela,

For the questions mentioned -

Did Instant Casino provide any further responses after they closed your second account, or was their communication entirely cut off after the closure? - Instant Casino confirmed that the second account was closed, and no further action is required. They sent an email confirming the closure due to a gambling addiction, but it was sent to my old email address. They never responded to my original complaint via email, but they acknowledged it during a live chat, confirming that the account is closed and no further action will be taken.

Have you made any other attempts to contact them regarding the second account, and if so, how did they respond? - I've reached out to them via email, but I keep getting the same response, just that my account is closed with no further details. Even though I forwarded my original complaint they still won't address it, I've forwarded you all my emails sent and it shows their replies to my emails.

Could you please confirm the total amount deposited on the second account after it was opened, and provide a transaction history if available? I deposited €585, as shown in the live chat and the attached proof of transaction. I've included all the relevant documents for your reference.

Please let me know if you need anything else Petronela and thank you for helping.

Thank you very much, EDA1, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear EDA1,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.