Instant Casino - Player’s account remains active despite CRUKS registration.

Ik heb aan gegeven in geschreven te staan bij cruks aleen geef het casino geen gehoor ook kamp ik met gok problemen vandaar mijn inschrijving bij cruks ik heb dit aan gegeven tog hebben ze mijn account open gelaten

Dear C078,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that since the casino does not have a valid Dutch license, they have no access to the CRUCKS register.

Could you please advise if you have requested a self-exclusion from Instant Casino directly?

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.

Looking forward to hearing from you.

Best regards,

Dominika

Ive send that im registered in cruks but they kik me out of telegram

Dear C078, could you please advise if you have requested a self-exclusion from Instant Casino directly?

Is your casino account currently open?

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.

Ive send it but no respond on it

Account is still open

Dear C078, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Ive send mail

Dear C078, just to clarify, I need you to forward the actual email, not just a screenshot of it. This way, I can see the original message and assist you better.

Ive send one

Dear C078, has your casino account been closed?

No it still not

Thank you very much, C078, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

I will like to get my losses redunded

Account is still open and lost again 2500 cant even verfy my account

Dear C078,

I'm Kubo, and I’ll be handling your complaint from now on. If there have been any new updates regarding this case since the last provided information, please let me know.

Unfortunately, the casino you’ve chosen has a low safety rating and a poor track record in addressing customer complaints. While the chances of receiving a favorable response from them are slim, I would still like to invite Instant Casino’s representatives to join this discussion and provide any relevant information to help resolve the issue.

Thank you for your understanding and patience.

Dear Instant Casino,

Could you please provide detailed information regarding this case and explain why the player's account remains open despite multiple requests for closure due to a gambling problem, including their disclosure of registration in the CRUKS register?

Thank you in advance for your response!

Best Regards,

Kubo

I will

like to have a refund for the losses

Hi there,

After reviewing this case, we can confirm that the player’s account has been permanently closed. 

Best regards,

Instant Casino Complaints Team

Ive send couple mails to complaint mail and also in live chat

I can send here my cruks register

The live support isnt responding anny more

Dear Instant Casino,

Thank you for closing the player's account. Could you please clarify why there was no response to the player's previous requests for account closure?

Looking forward to your reply.

Hi there,

After an internal investigation, we found that the player associated with the account and email address did not send a request for account closure. However, their account has been closed in accordance with our standard process and will remain this way.

Kind regards,

Instant Casino Complaints Team

Ive send multiple mails and been in live chat

Dear C078,

Since there is a discrepancy between your claims and the casino’s, I would like to ask you to provide a screen recording of your access to your email client. Please navigate to the outbox, locate the very first email containing your self-exclusion request sent to Instant Casino, and open the email to show the entire content with visible details such as the recipient and the date of sending.

Please send the screen recording to my email address at jakub.m@casino.guru.

Thank you.

Dear C078,

Thank you for your response, but you provided screenshots when I explicitly requested a screen recording with the specified steps visible in the recording. Since you have an iPhone, you can use the built-in function to record the screen of your phone and then attach the video to the email.

I appreciate your cooperation and look forward to receiving the screen recording.

Thank you.

Its an older iphone i do not have that option

ive send the mails directly to u

Dear C078,

Your statements are quite concerning, to be honest. Based on the screen resolution of the screenshots you provided, you appear to have either an iPhone 11 or iPhone XR, both of which include the screen recording feature that has been available since iOS 11 (starting with iPhone 7).

Please check carefully for this feature on your device, or alternatively, you can download third-party software to capture your screen. Without this, we will be unable to proceed with the investigation.

Ok i will check if i get that

Ive send something maybe it wil be good now

Ive send mail idk if u have seen it

Dear C078,

Thank you for providing the screen recording.

I must inform you that, according to our policy, the emails sent on December 30, 2024 and January 2, 2025, do not meet the criteria for a valid self-exclusion request. It does not explicitly request account closure due to a gambling problem but instead vaguely mentions your registration on CRUKS and demands a refund. Since the casino does not hold a Dutch license, they are not obliged to understand what CRUKS is or to take appropriate action based on that information.

The email sent on January 29, 2025, does appear valid as it contains the necessary details. However, I noticed that all your emails were sent to complaints@instantcasino.com, while the casino's Responsible Gambling section clearly states that self-exclusion requests should be sent to support@instantcasino.com - an address you previously used when requesting a bonus, as seen in the recording.

Could you clarify why you switched to a different email address and did not attempt to send any of your self-exclusion requests to the support email you had used before?

Thank you.

they can see also the live chat

Ive send couple mails in live chat they told me to send it to that mail

live chat is kind of weird persons also

Hun weten ook niet wat de ksa is en dat er een licentie nodig zou zijn om nederlanders überhaupt te mogen lagen registeren ik neem aan dat zij dit ook wel weten

Ik heb geen vpn gebruikt me eigen address gebruikt ook ter verificatie alles aan gegeven aleen wonderbaarlijke wijzen kon ik nooit mijn account verifiëren

Ik heb er nog een gestuurd

Ive send in live chat couple messages also in telegram

Dear C078,

Once again, Instant Casino is not licensed by the KSA and, therefore, does not operate under Dutch regulations. While the casino’s Terms & Conditions list the Netherlands as a restricted territory, the absence of a geo-block allowed you to access and register on the site. Since your account was never verified, the casino had no way of knowing that you were residing in the Netherlands.

As you mentioned multiple attempts to contact the casino, could you kindly provide screenshots from live chat or Telegram as evidence?

Thank you.

Dear Instant Casino,

As mentioned in my previous post, the player has provided proof that they sent multiple emails regarding this issue to complaints@instantcasino.com. Could you please double-check whether any emails from this player were received and if there were any replies from the casino’s relevant department?

Thank you for your cooperation.

Hi there,

Thank you for reaching out to our team.

As you made the decision to gamble, we regret to inform you that we are unable to process a refund. Additionally, after requesting account closure, it is your responsibility to refrain from creating new accounts. As a result, we will not be refunding any funds in this case. 

Best regards 

Instant Casino Complaints

this is what they say now

Hi there,

We have reviewed your case again. As per our Terms and Conditions, self-exclusion requests must be made via our customer support email, which was not followed in this instance. According to Clause 14.1, you must request self-exclusion through email, and we will act on it within 24 hours.

If a permanent self-exclusion is requested, as stated in Clause 14.2, your account will be permanently closed and any remaining funds forfeited. As the proper procedure was not followed, we will not be processing any refunds.

Best regards,

Instant Casino Complaints Team

er was meer tijd over heen gegaan dan 24 uur

Ik heb meerdere mails gestuurd en hier over nooit een terug koppeling omtvangen

Dear C078,

Unfortunately, in this case, the casino is correct. The correct email address for submitting self-exclusion requests is clearly stated in the casino’s Responsible Gambling section, yet you repeatedly sent your request to the wrong address.

Initially, you contacted the correct customer support email, but only to demand a refund for deposits that the casino had no involvement in - specifically, deposits made despite being registered with CRUKS. However, as previously stated, the casino does not hold a Dutch license and has no access to the CRUKS register.

Since your message appeared to be a complaint, customer support redirected you to the complaints email. When you continued requesting account closure, you unfortunately did not use the designated self-exclusion email, which led to further miscommunication.

Given these circumstances, I have to reject your complaint as unjustified.

Thank you for your understanding. I regret that I couldn’t provide a more favorable resolution in this instance. However, if you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you.

Best Regards,

Kubo