Instant Casino - Player requests refund after self-exclusion.

Hello, I excluded myself from this casino in August, and I deposited a lot of money into my first account. On top of that, I was overcharged whenever I made deposits. I managed to open another account with a different email but with the same personal information, phone number, and debit card. I request a refund for the deposits since I self-excluded.

Thank you.

Dear juanlopxzz7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification with the first account?

Do you have any confirmation from the casino that your casino account was closed?

Would you be so kind as to forward me all the account closure requests that you sent to the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, yes I passed the KYC verification,

I don't have any confirmation but I try to log in with this email and it tells me that the account is blocked.

Dear juanlopxzz7, kindly forward all the account closure requests that you sent to the casino and your communication with the casino to my email at dominika.l@casino.guru.

Hello, I have already sent you the conversation I had with this casino, on top of that when I deposited money they charged me between €5 and €50. You will see at the end of the conversation that they will close my account because I have a problem called gambling addiction.

Dear juanlopxzz7, did the casino not respond to the email you sent on August 7th requesting account closure?

If they closed my account, I will send you the emails through your email.

Dear juanlopxzz7, has your new casino account been closed?

Could you please send me all the account closure requests you submitted to the casino from that new account?

Delete the email so you can never play again

Dear juanlopxzz7, I'm not sure I understand correctly. Can you clarify?

I have deleted the email with the new account that I registered last time

Dear juanlopxzz7, has your new casino account been closed or not?

Yes, it was closed but it lets me deposit money and create the account with the same data as the old account that they closed.

Dear juanlopxzz7, could you please provide details about your second account?

When was it created?

How long was it active?

When was it closed?

What was the total amount you deposited into this account?

Are there any other casino accounts you've created besides these two that are now closed?

On December 16th I deposited €338.

If I have purchased that with another email and my data I can create a new account.

Dear juanlopxzz7, kindly answer all the questions.

Hello, I sent you the email that they will close the account and then I deleted that same email on the same day, December 16th.

Thank you very much, juanlopxzz7, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello juanlopxzz7,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Instant Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V