Instant Casino - Player’s deposits bypass Gamstop and card blocks.

I have been able to deposit when I am registered with gamstop and have gambling blocks on my debit cards as they do not appear as a gambling merchant when taking money from your account therefore my bank could not block the transactions. I’ve made a complaint to which there has been no response so I contacted support team to ensure they recieved my complaint to which I have been told they do not know as they can’t access the complaints department starting to think the complaints department doesn’t exist.

Dear 49bwg8rdmh,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you have experienced with the online casino.

To help us investigate your case more thoroughly, could you please provide the following information:

• The dates and amounts of the deposits made despite the GamStop registration and gambling blocks on your debit card.
• Any documentation or screenshots of your communications with the casino’s support team and your bank regarding this issue.
• Have you ever informed this specific casino about your gambling problem?

If you have any relevant communication or additional documents, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I have sent everything via email

Hi 49bwg8rdmh,

I have reviewed all the forwarded messages between you and Instant Casino, but unfortunately, I couldn't find any requests to close your account permanently.

• Is your account still accessible?
• Have you informed this specific casino about your gambling problem?

Thank you.

Yes they have closed my account however that’s not my issue really my issue is that these sites are not identifying as gambling merchants therefore making it impossible for my bank to block these transactions

Hi 49bwg8rdmh,

Since the casino closed your account immediately after you requested it to be blocked due to a gambling problem, we consider this issue resolved. I understand you relied on the block set by your bank, but unfortunately, we are unable to assist further with this matter. I recommend contacting the Licensing Authority  Gaming Curaçao at complaints@gaming-curacao.com of the casino for additional support.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear 49bwg8rdmh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.