The player from Germany has been blocked due to active self-exclusion. The casino refunded all deposits the player made, therefore we marked the complaint as resolved.
InstantPay Casino - Player's account has been blocked.
Amount: €250
InstantPay Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I registered at Instant Casino and also deposited and played over €250. So far so good. 2 days later I tried to log in again and got a message that my account was blocked. In the live chat I was then informed that I probably have a self-exclusion from one of their partner casinos. It would be all good if they didn't let me deposit over €250 first and then tell me 2 days later that I have self-exclusion.
I think it's really outrageous, especially since I didn't make any false statements or anything else when registering.
I have already informed the casino and opened a complaint with the MGA.
Automatic translation:
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2 years ago
Hello Lesane01,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Are you aware of having an active self-exclusion in this or any sister casino?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello again, I don't know if I have self-exclusion at any of their sister casinos, but it's usually the case that it's noticed upon registration and the account is blocked. However, I was able to confirm this account via email and deposit about 5, 6 or 7 times. Now I haven't used the site for 2 days and wanted to log in again today. Then I got the error message my account is disabled due to self-exclusion. In the live chat I was then only informed that there was a self-exclusion in a sister casino and therefore my account was deactivated.
I have asked the casino to inform their management and that I have filed a complaint with the MGA.
Automatic translation:
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2 years ago
Translation
Hello again, the instant pay casino has now replied to me and refunded all my deposits. I will withdraw the complaint both here and to the mga once the money has been received. Many thanks for your help and best regards!
Automatic translation:
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2 years ago
Thank you very much for your replies, Lesane01. Please, keep us updated and let us know when you receive the refund. Thank you in advance.
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2 years ago
Translation
Hello, I have just received the refund and would like to close the case as "solved". Thank you for the help and best regards!
Automatic translation:
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2 years ago
Awesome news, Lesane01. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
