Instant Casino - Player's dissatisfied with the casino's services.

I made several deposits with this casino and each deposit was taken by different merchants, sometimes the same merchant a few times.

Also, I don't believe this casino has a licence for people to play in the UK.

I have checked and they don't have a Curaco licence either.

I played on Slotmonster and self excluded myself on this site. Realised after playing.on instantcasino that they are both run by Atlantis Interactive.

I have asked the casino why I was allowed to deposit on their site when self excluded from Slotmonster but they are ignoring me.

I have asked for my deposits back because this casino is committing fraud.

Dear Jasmo079,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we proceed with this complaint, could you please post the casino's website link here in this thread?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi

Casino website link is www.instantcasino.com

Thank you for your reply, Jasmo079. I have checked the Responsible Gambling section, and this is what I found:

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.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.

Could you please advise if you have requested a self-exclusion from Instant Casino directly? Do you currently have access to your casino account?

Good Morning

I am self excluded with them and if I try to open my account it says my account is closed.

What about the invalid licence details and different merchants that take the deposits? How legit is the casino?

Thank you for your reply, Jasmo079. Did you inform the casino about your gambling problem before creating this account?

Hi

No, I didn't.

I relapsed after doing so well.

This has totally messed my mental health up.

There are too many rogue casinos that let people who are registered with GAMSTOP play.

Something needs to be done to stop UK people playing.

I am sorry, but if you didn't inform the casino about your gambling problem before depositing and your account has been closed, there is not much we can do. I can only recommend how to self-exclude properly the next time. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

If there is anything else I can help you with, please let me know, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Dear Jasmo079,

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.

Good Morning.

I didn't self exclude then play at the casino.

I self excluded at Slotmonster.

Joined instant casino, played then self excluded.

My Gambling addiction affects my mental health and I gamble without really thinking about it hence GAMSTOP.

There are too many casinos that are not legit on the Internet, with fake licences, that don't accept UK players but they do.

All I was trying to do was claim my deposits back from Instant Casino due to unfair play

I apologize, but we are not able to assist you further in this matter. Nonetheless, 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.

Lastly, 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).

Due to the aforementioned reasons, this complaint will now be rejected. 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.