Instant Casino - La cuenta del jugador fue reabierta a pesar de la autoexclusión.

Good morning,

On July 2nd I requested a permanent self-exclusion from Instant Casino via email due to my gambling addiction and gambling disorder!

The casino reopened my account after 1 day and I deposited around €1700-1800.

I need my money to live, I excluded myself to avoid falling into the gambling trap, the casino opened my account even though I excluded myself!

After they reopened my account, I loaded the money and lost everything...

please can you help me get my funds back!

Thank you

Buongiorno,

il 2 luglio ho richiesto al casinò Instant casino via e-mail L autoesclusione permanente per via della mia ludopatia e malattia nel gioco d azzardo!

il casinò mi ha riaperto il conto dopo 1 giorno e ho deposititato circa 1700-1800€.

ho bisogno dei miei soldi per vivere, io mi sono autoescluso per non cadere nella trappola del gioco, il casinò mi ha aperto il conto nonostante io mi sia autoescluso!

dopo che mi hanno riaperto ho caricato i soldi e perso tutto …

per favore potete aiutarmi a recuperare i miei fondi !

grazie

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Ciao Veronika,

I sent an email with all info …

thanks

Thank you for the screenshots. However, I need to review the full conversations between you and the casino regarding the closure of your account. This is necessary to verify whether you followed all the steps outlined by the customer support representative to successfully self-exclude from the casino. Please forward me the original emails instead of pictures once again at veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear 9dr2k6jfcq,

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.

HI,

I sent you the email again a week ago with everything

Ciao,

ti ho mandato l email ancora una settimana fa con tutto

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Instant Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear 9dr2k6jfcq,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Instant Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Instant Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player's account - previously closed due to a gambling problem in accordance with your self-exclusion policy - was reopened, allowing the player to deposit and play at your casino?

Your detailed response is essential to ensure a fair, responsible, and transparent resolution of this matter.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hi there,

After reviewing this case, we can confirm that on July 2nd the player requested the closure of their account without mentioning gambling addiction. As per procedure, the account was placed on a cool-off period, and the player was informed that if they wished the closure to remain in place, they would need to contact us again after the cool-off expired.

Since no follow-up request was received, the account was reopened and remained active. On July 7th, after the player reached out again, the account was permanently closed.

Best regards,

Instant Casino Team

Dear Instant Casino,

According to the email the player sent to your casino on July 2, the message clearly indicated a mention of a gambling problem. Since you have stated otherwise, I kindly request that you provide a screenshot from your system showing the player’s message with the account closure request. Feel free to send the evidence to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

Don't worry, they're not responding. If only you knew how depressed and angry I am, I really need that money to survive. I tried everything, but the casino blocked me on Telegram when I pointed out that their terms and conditions explicitly state that the account is blocked immediately after notification of gambling addiction, as I did in the email. Instead, they reopened my account specifically to steal my money.

I know I'm reasoning nonsense, but gambling addiction really is a nasty beast...

A casino so important that it makes millions and then has problems refunding €1800 when they are in the wrong (mistakes happen to everyone, and I'm here to reconsider the casino's good faith) but this makes me think that it was an action done on purpose to limit and dominate a player who left them a lot of money anyway just for the purpose of ripping off his money by gambling on his gambling addiction...

14. Responsible gaming

14.1 You are under no obligation to continue using our Services and may choose to discontinue use of them, temporarily or permanently, at any time. Additionally, at your sole discretion, you may instruct us at any time via email, and we will promptly establish, in accordance with your instructions, a "self-exclusion" period from our Services ("Self-Exclusion") within 24 hours. You acknowledge and agree that, during any self-exclusion period, you will not be permitted, and we will not permit, you to:

(a) access your account and/or the Services in any way, by any means and/or for any purpose; or

(b) initiate any deposit or withdrawal request and/or otherwise have access to any balance of funds on your account,

until the Self-Exclusion period ends, at which point we will restore access to your account. For more information regarding Self-Exclusion, please see the Responsible Gaming section on our Website.

casino terms:

14. Responsible gaming

14.1 You are under no obligation to continue using our Services and may choose to discontinue use of them, temporarily or permanently, at any time. Additionally, at your sole discretion, you may instruct us at any time via email, and we will promptly establish, in accordance with your instructions, a "self-exclusion" period from our Services ("Self-Exclusion") within 24 hours. You acknowledge and agree that, during any self-exclusion period, you will not be permitted, and we will not permit, you to:

(a) access your account and/or the Services in any way, by any means and/or for any purpose; or

(b) initiate any deposit or withdrawal request and/or otherwise have access to any balance of funds on your account,

until the Self-Exclusion period ends, at which point we will restore access to your account. For more information regarding Self-Exclusion, please see the Responsible Gaming section on our Website.

14.2 In the event that, pursuant to clause 14.1, you request a permanent Self-Exclusion from the Website, we will permanently close your account and you will no longer be able to access it, and any remaining funds in your account will be confiscated.

Tranquilli che questi non rispondono, sapessi lo stato di depressione e di rabbia che in cui mi trovo, ho davvero bisogno di quei soldi per sopravvivere… ci ho provato in tutti i modi… ma il casinò mi ha bloccato su telegram quando ho fatto notare che nei loro termini e condizioni è espressamente scritto che l’account viene bloccato immediatamente dopo la notifica dello stato di ludopatia come ho fatto nell’ email…. Invece mi hanno riaperto il conto apposta per fregarmi i soldi..

lo so che sto ragionando in modo insensato, ma davvero la ludopatia è una brutta bestia…

un casinò così di rilievo che fattura milioni e poi si fa problemi nel rimborsare 1800€ quando sono nel torto ( capita a tutti di sbagliare, e sono qua per ricredermi sulla buona fede del casinò ) ma questo mi fa pensare che sia stata un azione fatta apposta per limitare e sovrastare un giocatore che gli ha lasciato comunque tanti soldi solo per con lo scopo di fregare i suoi soldi giocando sulla ludopatia …

14. Gioco responsabile

14.1 Non hai alcun obbligo di continuare a utilizzare i nostri Servizi e puoi scegliere di cessare l'uso degli stessi, temporaneamente o permanentemente, in qualsiasi momento. Inoltre, a tua esclusiva discrezione, puoi darci istruzioni in qualsiasi momento via e-mail, e noi provvederemo immediatamente a stabilire, secondo le tue istruzioni, un periodo di "autoesclusione" dai nostri Servizi ("Self-Exclusion") entro 24 ore. Riconosci e accetti che, durante qualsiasi periodo di autoesclusione, non ti sarà permesso, e noi non ti permetteremo, di:

(a) accedere al tuo account e/o ai Servizi in qualsiasi modo, con qualsiasi mezzo e/o per qualsiasi scopo; o

(b) iniziare qualsiasi richiesta di deposito o prelievo e/o altrimenti avere accesso a qualsiasi saldo di fondi sul tuo account,

fino al termine del periodo di Autoesclusione, a quel punto ripristineremo l'accesso al tuo account. Per ulteriori informazioni riguardanti l'Autoesclusione, consulta la sezione Gioco responsabile sul nostro Sito Web.

termini del casinò :

14. Gioco responsabile

14.1 Non hai alcun obbligo di continuare a utilizzare i nostri Servizi e puoi scegliere di cessare l'uso degli stessi, temporaneamente o permanentemente, in qualsiasi momento. Inoltre, a tua esclusiva discrezione, puoi darci istruzioni in qualsiasi momento via e-mail, e noi provvederemo immediatamente a stabilire, secondo le tue istruzioni, un periodo di "autoesclusione" dai nostri Servizi ("Self-Exclusion") entro 24 ore. Riconosci e accetti che, durante qualsiasi periodo di autoesclusione, non ti sarà permesso, e noi non ti permetteremo, di:

(a) accedere al tuo account e/o ai Servizi in qualsiasi modo, con qualsiasi mezzo e/o per qualsiasi scopo; o

(b) iniziare qualsiasi richiesta di deposito o prelievo e/o altrimenti avere accesso a qualsiasi saldo di fondi sul tuo account,

fino al termine del periodo di Autoesclusione, a quel punto ripristineremo l'accesso al tuo account. Per ulteriori informazioni riguardanti l'Autoesclusione, consulta la sezione Gioco responsabile sul nostro Sito Web.

14.2 Nel caso in cui, ai sensi della clausola 14.1, richiedi un'Autoesclusione permanente dal Sito Web, chiuderemo permanentemente il tuo account e non potrai più accedervi, e i fondi rimanenti nel tuo account saranno confiscati.

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.

Dear 9dr2k6jfcq,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo