Instant Casino - Jugador solicita reembolso luego de autoexclusión.

Hello, I excluded myself from this casino in August, and I deposited a lot of money into my first account. On top of that, I was overcharged whenever I made deposits. I managed to open another account with a different email but with the same personal information, phone number, and debit card. I request a refund for the deposits since I self-excluded.

Thank you.

Hola me excluido de esté casino en agosto y ingresé mucho dinero en la primera cuenta y encima me cobraban de de más cuando hacía los depósitos. Pude abrir otra cuenta con otro correo electronico pero con mis mismos datos, mi número de teléfono y tarjeta de debito. Solicito la devolución de los ingresos ya que me autoexcluí.

Gracias.

Dear juanlopxzz7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please confirm that you have passed the KYC verification with the first account?

Do you have any confirmation from the casino that your casino account was closed?

Would you be so kind as to forward me all the account closure requests that you sent to the casino?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, yes I passed the KYC verification,

I don't have any confirmation but I try to log in with this email and it tells me that the account is blocked.

Hola, si pase la verificacion KYC,

No tengo ninguna cofirmacion pero intento entrar con este correo electronico y me dice que está bloqueada la cuenta.

Dear juanlopxzz7, kindly forward all the account closure requests that you sent to the casino and your communication with the casino to my email at dominika.l@casino.guru.

Hello, I have already sent you the conversation I had with this casino, on top of that when I deposited money they charged me between €5 and €50. You will see at the end of the conversation that they will close my account because I have a problem called gambling addiction.

Hola ya os he enviado la conversación que tuve con este casino, encima cuando ingresaba dinero me cobraban entre 5€ y 50€. Veréis al final de la conversación que me cerrarán la cuenta que tengo un problema llamado ludopatía.

Dear juanlopxzz7, did the casino not respond to the email you sent on August 7th requesting account closure?

If they closed my account, I will send you the emails through your email.

Si me cerraron la cuenta, os pasé los correos por vuestro correo.

Dear juanlopxzz7, has your new casino account been closed?

Could you please send me all the account closure requests you submitted to the casino from that new account?

Delete the email so you can never play again

Borre el correo para no poder jugar nunca más

Dear juanlopxzz7, I'm not sure I understand correctly. Can you clarify?

I have deleted the email with the new account that I registered last time

He eliminado el correo electrónico con la nueva cuenta que registre la última vez

Dear juanlopxzz7, has your new casino account been closed or not?

Yes, it was closed but it lets me deposit money and create the account with the same data as the old account that they closed.

Si fue cerrada pero me deja ingresar dinero y crear la cuenta con mis mismos datos de la antigua cuenta que me cerraron

Dear juanlopxzz7, could you please provide details about your second account?

When was it created?

How long was it active?

When was it closed?

What was the total amount you deposited into this account?

Are there any other casino accounts you've created besides these two that are now closed?

On December 16th I deposited €338.

If I have purchased that with another email and my data I can create a new account.

El 16 de diciembre y deposite 338€.

Si he comprado que con otro correo electrónico y mis datos puedo crear una nueva cuenta.

Dear juanlopxzz7, kindly answer all the questions.

Hello, I sent you the email that they will close the account and then I deleted that same email on the same day, December 16th.

Hola, le envié el correo electrónico que cerrarán la cuenta y después borre ese mismo correo el mismo día 16 de diciembre.

Thank you very much, juanlopxzz7, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello juanlopxzz7,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Instant Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V

We’ve reopened this complaint at the request of juanlopxzz7. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Instant Casino,

The player informed me that he was able to create another account with the same personal information. Would you be able to provide us with additional information?

One of the deposits I made on this fraudulent website resulted in a prize of €8,900. I tried to withdraw it hundreds of times, and after talking to their terrible email, they only gave me excuses for 29 days, and they wouldn't accept my withdrawal until I spent it all. It's normal that they won't accept my withdrawal if they don't accept players from Spain. They only let you deposit and never withdraw—a clear scam.

By the way, this casino doesn't accept players from Spain. I deposited €5,914. Should they give me my money back?

Please set the complaint amount at €5914 as you should not have been able to play at this casino.

Uno de los depósitos que ingrese en esta fraudulenta web, obtuve un premio de 8900€ lo intenté retirar cientos de veces y hablando con su pésimo correo que solo me daban excusas durante 29 días y no me aceptaron el retiro hasta que me lo gasté todo. Normal que no me aceptarán el retiro si no aceptan jugadores de España solo te dejan depositar y nunca retirar, una clara estafa.

Por cierto encima este casino no acepta jugadores de España, he llegado a depositar 5914€. Deberían devolverme el dinero no?

Pon importe de la queja 5914€ ya que no debería haber podido jugar en este casino

They have no shame!!

No tienen vergüenza!!

Dear juanlopxzz7,

The evidence I was able to review shows that you have indeed created multiple accounts, and although you have used an identical phone number in each one, you have used different names for those accounts. This proves that you have created those accounts intentionally, given the number of accounts and different email addresses used. The casino can not protect you if you keep using different personal information for each account. I will not be able to help you further.

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.

Please let me share a few resources related to responsible gambling that might be useful:

If you have accounts open in any other online casino 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.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, 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