Instant Casino - La cuenta del jugador ha sido cerrada.

On August 14, 2025, I requested that this casino be blocked forever.

They didn't comply, but I won't blame them for this.

I logged in again this January 2026, I was playing, on the 16th I lost a lot of money here and I only have one withdrawal pending for €1100. I lost about €7000, and now they tell me they won't give me the money because my account is closed. I requested it because I'm a gambling addict.

Yo fecha 14/08/2025 pedí el bloqueo de esta casino para siempre

ellos no cumplieron , pero no los culparé por esto

entré nuevamente este mes de enero del 2026, estuve jugando , el día 16 perdí mucho dinero en este lugar y solo se me quedó pendiente un retiro de 1100€ yo perdí unos 7000€ , y ahora me dicen que no me darán el dinero por qué mi cuenta está cerrada , lo pedí por qué soy ludopata

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand correctly that you informed the casino about your gambling addiction at some point? When exactly and how did you inform the casino?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes, I played in August 2025 and requested that my account be permanently blocked. They did it, but then in January 2026 I logged in and it wasn't blocked. I lost €10,000 and they then blocked my account, and I had a weekly cashback that I didn't receive. They ruined my life.

Buenas si , jugué en agosto de 2025 y pedí el bloqueo para siempre de mi cuenta , ellos lo hicieron , pero nuevamente en enero del 2026 entré y no estaba bloqueado , perdí 10.000€ y ellos después bloquearon mi cuenta , y tenía un cashback semanal que no recibi, me arruinaron la vida

I explicitly requested the permanent ("forever") blocking of my account in August 2025.

The casino confirmed and implemented the block.

In January 2026, the casino improperly reactivated my account, even though a permanent self-exclusion cannot be revoked under responsible gambling rules.

As a direct result of this illegal reactivation, I was able to deposit and play, losing approximately €10,000.

Subsequently, the casino blocked the account again, confirming that the original block was still valid.

I request a full refund of all losses incurred after the improper reactivation of the account, as the casino failed to fulfill its obligation to protect a permanently self-excluded player.

Solicité explícitamente el bloqueo permanente ("para siempre") de mi cuenta en agosto de 2025.

El casino confirmó y aplicó dicho bloqueo.

En enero de 2026, el casino reactivó mi cuenta indebidamente, a pesar de que una autoexclusión permanente no puede revocarse bajo las normas de juego responsable.

Como consecuencia directa de esta reactivación ilegal, pude depositar y jugar, perdiendo aproximadamente 10.000 €.

Posteriormente, el casino volvió a bloquear la cuenta, lo que confirma que el bloqueo original seguía siendo válido.

Solicito la devolución íntegra de todas las pérdidas producidas tras la reactivación indebida de la cuenta, ya que el casino incumplió su obligación de proteger a un jugador autoexcluido permanentemente.

Thanks for your response.

• Could you please clarify when you had a 1100 withdrawal pending?
• Did the casino confiscate any winnings you attempted to withdraw?

Looking forward to your reply.

No, what happened is that the casino did not accept my self-exclusion requests. They reopened my account even though I requested it properly in August 2025, and they reopened it in January 2026. They did not comply with my request as a customer, causing me to lose large sums of money. I request a refund of my deposits for not complying with their terms and conditions.

No , lo que sucedió lo es que el casino no acepto mis solicitudes de autoexclusión, me volvieron a abrir la cuenta a pesar de que lo pedí adecuadamente en agosto del 2025 yo lo pedí y en enero 2026 me la abrieron , no cumplieron con la petición mía como cliente haciendo que perdiera grandes cantidades económicas de dinero , pido una devolución de mis depósitos,por no cumplir con sus términos y condiciones

Today's conversation with chat support at InstantCasino confirmed that I requested the closure of my account, that it was closed, and yet they reopened it in January.

conversacion de hoy con chat en instantcasino, confirman que pedí el cierre que mi cuenta estaba cerrada y aún así la abrieron en enero

Thanks for your patience.

Could you please specify when the communication with the casino live chat on the screenshots you shared takes place?

Has your account been closed again? When was it closed?

Looking forward to your reply.

Hello Tomás,

I have already provided all the information requested above.

The conversation and the events are recent. In August 2025, I explicitly requested a one-year self-exclusion. However, in January 2026, the casino allowed me to reopen my account, which enabled me to play again.

The casino itself later confirmed that my account should have remained closed since August 2025, so my self-exclusion request was clearly violated. As a direct result of this violation, I suffered significant financial losses that should not have occurred.

After detecting this situation, I requested the closure of my account again.

My complaint is not related to withdrawals, but to the breach of self-exclusion terms and the lack of player protection.

Thanks for checking it out.

Hola Tomás,

Ya he proporcionado toda la información solicitada anteriormente.

La conversación y los hechos son recientes. En agosto de 2025 solicité explícitamente una autoexclusión de 1 año. Sin embargo, en enero de 2026 el casino permitió la reapertura de mi cuenta, lo que me permitió volver a jugar.

El propio casino confirmó posteriormente que mi cuenta debía haber permanecido cerrada desde agosto de 2025, por lo que se incumplió claramente mi solicitud de autoexclusión. Como consecuencia directa de este incumplimiento, sufrí pérdidas económicas significativas que no deberían haberse producido.

Tras detectar esta situación, solicité nuevamente el cierre de mi cuenta.

Mi reclamación no está relacionada con retiros, sino con el incumplimiento de los términos de autoexclusión y la falta de protección al jugador.

Gracias por revisarlo.

CONVERSATION TODAY WITH LIVE CHAT SUPPORT TODAY

CONVERSACION HOY CON SOPORTE DEL CHAT EN VIVO HOY

Thanks for your reply.

We can't ask the casino for a refund of the money that was used for gambling unless there is evidence that you informed the casino about your gambling issues prior to making deposits.

From the context of what you said and the information you provided, the casino support refers to you informing them of your gambling issues only recently.

• Could you please describe in more detail the circumstances that led to the reopening of your account?
• Did the casino ask you any questions related to responsible gambling?
• Have you saved any conversation between you and the casino from that time?

If I misunderstood the situation, please let me know.

Looking forward to your reply.

Hello Tomás

I've been waiting for over two weeks and I provided all the information above. As you can see, in mid-August I requested self-exclusion and a permanent account block. I waited the 24-hour period and stated that I wanted self-exclusion for one year. You can also see the casino's responses above.

Hola Tomás

Estoy a la espera más de 2 semanas y te proporcione toda la información arriba , como puedes ver q mediados de agosto pedí la autoexclusión y bloqueo de cuenta para siempre , esperé el periodo de 24 horas y dije que quería la autoexclusión 1 año y también puedes ver arriba las respuestas del casino

In August I expressly requested the self-exclusion of my account.

Despite this, in January 2026 my account was reactivated, allowing me to deposit and play again.

I don't understand how the reopening was possible if there was a previous request for self-exclusion.

I request a review of whether responsible gaming procedures were applied.

correctly in my case.

En agosto solicité expresamente la autoexclusión de mi cuenta.

A pesar de ello, en enero de 2026 mi cuenta fue reactivada, permitiéndome volver a depositar y jugar.

No entiendo cómo fue posible la reapertura si existía una solicitud previa de autoexclusión.

Solicito que se revise si los procedimientos de juego responsable fueron aplicados

correctamente en mi caso.

Hello,

I would like to clarify the chronology of events:

I requested a one-year self-exclusion. However, the casino subsequently allowed my account to be reopened and for further activity to resume, resulting in significant losses.

On January 17th, my account was closed again after I requested it be closed. Now the casino says the account cannot be reopened due to my self-exclusion request, but in January they did allow it to be reopened without respecting that initial request.

I believe this demonstrates inconsistent handling of my self-exclusion and a failure to comply with their own responsible gaming procedures.

I am available to provide any additional evidence that may be needed.

Hola,

Me gustaría aclarar la cronología de los hechos:

Solicité una autoexclusión de 1 año. Sin embargo, el casino permitió posteriormente la reapertura de mi cuenta y actividad adicional, lo que resultó en pérdidas significativas.

El 17 de enero mi cuenta fue cerrada nuevamente tras volver a solicitarlo. Ahora el casino indica que la cuenta no puede reabrirse debido a mi petición de autoexclusión, pero en enero sí permitieron la reapertura sin respetar dicha solicitud inicial.

Considero que esto demuestra una gestión inconsistente de mi autoexclusión y un incumplimiento de sus propios procedimientos de juego responsable.

Quedo a disposición para aportar cualquier prueba adicional necesaria.

Above, I also provided the live chat where they confirmed that my account was closed in mid-August and then reopened in January.

Arriba también proporcione el chat con el chat en vivo donde ellos confirman que mi cuenta estaba cerrada a mediados de agosto y luego se abrió en enero

A

In summary, I request that compensation be considered for the deposits made after my account blocking request, given the possible lack of effective implementation of responsible gambling measures.

En resumen, solicito que se considere una compensación de los depósitos efectuados tras mi solicitud de bloqueo, atendiendo a la posible falta de aplicación efectiva de las medidas de juego responsable.

Thanks for your reply.

Please understand that when evaluating refund requests, we consider information about the disclsure about gambling problems into account.

For this reason, the relevant timeline of when you informed the casino of your gambling issues is key.

If in your first self-exclusion, you didn't disclose gambling issues as reasons for the self-exclusion, we might not be able to assist you.

Also, the particular information about the circumstances surrounding the premature reopening of your account might prove useful in determining whether we can assist you.

Looking forward to your reply.

Thank you for your response.

After more than 3 weeks of waiting, I would like to emphasize a key point: I provided all the requested information and, in addition, in my initial application I clearly stated that I wanted a 1 year self-exclusion.

I understand that a self-exclusion request must be strictly enforced, regardless of other factors, and should prevent any access or reopening during the requested period.

Therefore, I believe that this aspect should be a determining factor in the evaluation of the case.

Gracias por su respuesta.

Después de más de 3 semanas de espera, me gustaría recalcar un punto clave: proporcioné toda la información solicitada y, además, en mi solicitud inicial indiqué claramente que quería una autoexclusión de 1 año.

Entiendo que una solicitud de autoexclusión debe aplicarse de forma estricta, independientemente de otros factores, y debería impedir cualquier acceso o reapertura durante el periodo solicitado.

Por ello, considero que este aspecto debería ser determinante en la evaluación del caso.

I would like to emphasize a fundamental point. In my communications, I made two clear and unequivocal requests:

I requested the permanent blocking of my account ("I want the block forever").

Subsequently, I expressly requested a 1-year self-exclusion.

Both messages are clear and leave no room for interpretation. This was not a simple temporary closure or a 24-hour reflection period, but a prolonged and permanent restriction.

I understand that a request for self-exclusion or permanent blocking must be strictly and effectively enforced, preventing any reopening or creation of new accounts during the requested period.

Therefore, I believe the key point of the case is that, despite these explicit requests, I was allowed to play again.

I appreciate that this aspect is taken into account in the final evaluation.

Quisiera recalcar un punto fundamental. En mis comunicaciones envié dos solicitudes claras e inequívocas:

Solicité el bloqueo permanente de mi cuenta ("quiero el bloqueo para siempre").

Posteriormente, solicité expresamente una autoexclusión de 1 año.

Ambos mensajes son claros y no dejan lugar a interpretación. No se trataba de un simple cierre temporal ni de un periodo de reflexión de 24 horas, sino de una restricción prolongada y definitiva.

Entiendo que una solicitud de autoexclusión o bloqueo permanente debe aplicarse de forma estricta y efectiva, impidiendo cualquier reapertura o creación de nuevas cuentas durante el periodo solicitado.

Por ello, considero que el punto clave del caso es que, pese a estas solicitudes explícitas, se me permitió volver a jugar.

Agradezco que este aspecto sea tenido en cuenta en la evaluación final.

I have also attached screenshots of the casino's own Terms and Conditions.

As can be clearly seen, the operator itself states that the player can request self-exclusion by indicating the desired time period.

In my case, I expressly requested a 1-year self-exclusion, complying exactly with the procedure described in its terms.

Therefore, I believe that my request was in accordance with the casino's own provisions and should have been effectively implemented during the indicated period.

I request that this point be taken into account when evaluating whether the self-exclusion procedure was correctly implemented in my case.

Adjunto también capturas de los propios Términos y Condiciones del casino.

Como puede apreciarse claramente, el propio operador establece que el jugador puede solicitar una autoexclusión indicando el periodo de tiempo deseado.

En mi caso, solicité expresamente una autoexclusión de 1 año, cumpliendo exactamente con el procedimiento descrito en sus términos.

Por ello, considero que mi solicitud se ajustaba a lo previsto por el propio casino y debía haber sido aplicada de forma efectiva durante el periodo indicado.

Solicito que este punto sea tenido en cuenta al evaluar si el procedimiento de autoexclusión fue correctamente implementado en mi caso.

Please carefully review all the documentation provided.

I have presented all available evidence, including confirmations from the casino itself where it is expressly stated that my account was set to remain blocked until August.

However, I was able to access and play in January, without the previously established self-exclusion period being respected.

I believe this point is fundamental in the evaluation of the case, since there is written confirmation from the operator regarding the duration of the block.

I request that this contradiction be analyzed carefully.

Por favor, revisen cuidadosamente toda la documentación aportada.

He presentado todas las pruebas disponibles, incluidas las confirmaciones del propio casino donde se indica expresamente que mi cuenta estaba configurada para permanecer bloqueada hasta agosto.

Sin embargo, pude acceder y jugar en enero, sin que se respetara el período de autoexclusión previamente establecido.

Considero que este punto es fundamental en la evaluación del caso, ya que existe una confirmación escrita por parte del operador sobre la duración del bloqueo.

Solicito que esta contradicción sea analizada detenidamente.

Player's message:

Just to clarify: my complaint is no longer related to the withdrawal of €1,100, which was finally processed.

The complaint focuses exclusively on the breach of the Terms and Conditions and responsible gaming policies, specifically the reopening of my account during a period of active self-exclusion.

I apologize for any misunderstandings.

From our point of view, the refund can't be pursued unless we can conclude the casino should have protected you. Without evidence, you informed the casino of your gambling addiction; you were ultimately responsible for playing in the casino, any losses, and any winnings. The reopening of an account during the pending self-exclusion isn't a sufficient basis for us to request a refund, unfortunately, at this time. Since you are unable to provide evidence about the circumstances under which your account was reopened, there is little we can investigate further. Since the casino already closed your account due to disclosure of gambling addiction, we would consider the outcome acceptable. To be protected in an offshore online casino (not licensed under Spanish jurisdiction), you need to request self-exclusion, disclosing your gambling addiction.

If you have any other account open in an online casino, using the following template might be useful:

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Instant Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Further resources and information can be found here in our responsible gambling guide: https://casino.guru/responsible-gambling-guide

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.