The player from Finland states his casino account was reopened without his request despite having a known gambling problem. When he questioned the reopening of his account, the casino immediately closed it again. The complaint was resolved as the player received his refund.
Instaslots Casino - Unwanted reopening of player's account.
Amount: €770
Instaslots Casino
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7.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
12 months ago
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1 year ago
Translation
This casino opened my account even though I didn't ask for it to be opened! I've never requested for my account to be reopened. All I asked was why my account had been closed.
I closed all my accounts due to a gambling problem, and MY ACCOUNT SHOULD NEVER BE REOPENED.
Once the operator becomes aware of a player's gambling problem, and you knew about my gambling problem, YOU SHOULD NEVER REOPEN MY ACCOUNT!
THEY OPENED my account without asking if my gambling is under control? If I have a gambling problem?
My account is now closed because when I asked them why they even opened it, they immediately closed it.
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1 year ago
Hello Lolna123,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instaslots Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Since when is your account excluded and when did you request for it? When was the last time you spoke to the casino and what was it about? Did you deposit any money while your account was reopened by the casino?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, the account has not been verified. I'm a serious game addict and I got an ad email from them on my phone and I clicked on it and it took me to their site. 10/10/2023 I tried to log in and it said "the account is locked" I went to the chat and asked why? I got the answer that since I have asked all the casinos to block me because of a game problem, yes it is true I have asked. I have asked 01.02.2023 to block me at all casinos! Unfortunately, I can't tell you more because my account is closed and I can't access it.
On 10/10/2023 I talked to the casino about why my account is closed. (I never asked to open the account) they said because of a game problem and the account remains closed.
On 13 November 2023 I was able to log into my account normally and lose 770e
this chat is on 10/10/2023
Edited
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1 year ago
Translation
the operator announced today that they will refund me my deposit.
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1 year ago
Hello Lolna123,
Do you wish to keep the complaint open until the refund is credited back to you or do you consider the case as resolved?
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1 year ago
Translation
Hey, I got the money. Case can be closed thank you very much!
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12 months ago
Dear Lolna123,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
