Instant Casino - La cuenta del jugador se ha cerrado inesperadamente.

This is the third account I've opened with them. I self-excluded the previous ones, letting them know. I'm playing with the new account, and suddenly they block it, with a balance of €1,500. They've asked me for all kinds of documents, all sent properly, and now they refuse to pay me. I've written over 100 emails, and the response is the same: "We're reviewing the case." I'm sending a self-exclusion email, along with the number of emails sent, and a reply. I look forward to your help.

Es la tercera cuenta que abro con ellas, las anteriores me autoexcluí haciendolo saber. Estoy jugando con la nueva cuenta y de repente me la bloquean, teniendo un saldo de 1500e. Me han pedido todo tipo de documentos, mandados adecuadamente y ahora se niegan a pagarme. Le he escrito más de 100 correos y la contestación es la misma "estamos estudiando el caso". Mando correo de autoexclusion, números de correos enviados y contestación. Espero vuestra ayuda.

Dear Santititi,  

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

• When did you create the previous accounts, and when were they self-excluded?  
• When did you create your latest account? 
• Did you use the same information (name, address, date of birth, phone number, etc) to create the new account as in your previous accounts?
• Would you be so kind as to forward me the self-exclusion requests you sent to the casino for your previous accounts, together with all relevant communication between you and the casino? My email address is natalia.b@casino.guru.

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The accounts were created between January and February

F

F , all with the same data and identification. The third

F It was opened between April and May, with the balance held for two weeks. I've sent all the requested documentation on multiple occasions, and I always get the same response. I'm sending you a photo of the closure of one of them; I don't have the other. I look forward to your help. Thank you very much.

Las cuentas se crearon entre enero y febrero

Fuenfuen29@gmail.com

Fuensantillav@hotmail.com, todas con los mismos datos e identificación. La tercera

Fuensantavilasantos@gmail.com fue abierta entre abril y mayo teniendo el saldo retenido durante dos semanas, he mandado toda la documentación que me han pedido en múltiples ocasiones y siempre me contestan lo mismo. Le mando foto del cierre de una de ellas, la otra no la tengo. Espero su ayuda. Muchas gracias

Dear Santititi, could you please forward me the actual email that was sent by you to the casino? You have shared the screenshot in which the request is not sent. It looks like you made a screenshot while typing the text of the email. To proceed with this complaint, we need an actual email. Thank you for your understanding.

I've already sent it to them. They still haven't paid me.

Ya se lo he enviado. Aún siguen sin pagarme

Dear Santititi, you provided the same screenshot again. This is important that you forward the original request to close your account due to the gambling addiction, dated back in February. If you don't know how to forward emails, here's a little instruction:

1. On your computer, open Gmail.
2. Open an email.
3. At the bottom of the email, click Forward.
4. In the email, add your recipients.
5. Click Send.

I'm really sorry, but I will be forced to reject your complaint if you cannot share this crucial piece of evidence.

I have already sent it to you.

Ya se lo he enviado

They don't want to pay me

No me quieren pagar

Thank you, Santititi. First, I’d like to explain you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

It appears that your request to close your account wasn't connected to any gambling problems since you have never mentioned them to the casino. Unfortunately, it turns out that you have created multiple accounts in the casino. Please, understand that each player is eligible to have only one active account at the casino, and creating more accounts is considered to be a serious violation of casino rules. I have checked the terms and conditions of the casino and have found the following rule:

3.2 You are not permitted to register or use more than one account for the purposes of accessing the Services.

3.5 Should we believe, in our sole and absolute discretion, that you have registered and/or used more than one account with us in contravention of clause ‎3.2, we may restrict, suspend and/or permanently close any and/or all such accounts, withhold any winnings linked to said accounts and levy an administration charge for dealing with the same.

You cannot open new accounts at the casino if your previous accounts were never verified and were not closed because of a gambling addiction, and if you are fully aware of having these previous accounts.

Please let me know if there is anything I might have overlooked or misunderstood, otherwise, I will be forced to close your complaint.

Thank you for your understanding.

I asked them to close the account because of my addiction problem. I think it's more than justified, and they shouldn't have allowed me to reopen another one. I'm sending you a screenshot of the email.

Les pedí el cierre de la cuenta por mi problema de adicción, creo que está mas que justificado y no me deberían hber permitido reabrir otra. Le mando captura del correo

Dear Santititi, I'm sorry, but this is not the original email. You attached a screenshot that doesn't look like a sent email but rather like a fresh email in the process of writing that hasn't been sent yet. It was already explained to you multiple times that this screenshot doesn't look like valid evidence. The only email you forwarded states that you wanted to close your account permanently. There were no explanations or mentions of any gambling addiction. Unfortunately, if you failed to provide us with the original email after several requests, we cannot move on.

Please note that we are able to assist with the refund of lost deposits only in cases where the player explicitly states they are struggling with gambling addiction and the casino fails to take the necessary protective measures. Unfortunately, if you haven't notified the casino about your gambling issue, it is considered that you have breached the terms when creating multiple accounts.

If you realize that you struggle with gambling, it is important to notify the casino about it. When applying for self-exclusion, always state the reason why you want your account to be deactivated clearly 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 of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows 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. 

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#cnt_87=true)

This complaint will now be closed. 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.

Regards,

Natalia