The player from Canada had experienced difficulties when trying to close his account with the casino. Despite having provided the necessary reasons for self-exclusion, the casino had initially refused to close the account. We had advised the player to forward any relevant communication to us for further assistance. However, the issue was ultimately resolved with the casino agreeing to close the player's account. We had subsequently marked the complaint as 'resolved' in our system.
Instaslots Casino - Casino refuses to close player's account.
Amount: ??
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Dear mdarowiche1978,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
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.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings Instaslots Casino,
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
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."
Please send another email to hey@instaslots.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.
Thank you in advance.
Best regards,
Petronela
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1 month ago
Translation
I wrote why but they refuse to close the account
Automatic translation:
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1 month ago
Hi mdarowiche1978,
- Could you please forward any relevant communication to petronela.k@casino.guru at your earliest convenience?
Thank you.
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1 month ago
Dear mdarowiche1978,
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.
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1 month ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mdarowiche1978, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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