The player from Andorra self-excluded from the casino on July 2nd due to gambling addiction, yet his account was reopened the following day, leading him to deposit around €1700-1800. He is now seeking the return of his funds, as the reopening contradicts his self-exclusion request.
Instant Casino - Player’s account has been reopened after self-exclusion.
Instant Casino
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5.9
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Opened
Current status
Waiting for player to reply
6d 22h 0m 27s
Case summary
1 hour ago
Public
Junior Apprentice
Public
8 hours ago
Translation
Good morning,
On July 2nd I requested Instant casino via email to permanently self-exclude due to my gambling addiction and gambling disease!
the casino reopened my account after 1 day and I deposited around 1700-1800€.
I need my money to live, I self-excluded myself so as not to fall into the gambling trap, the casino opened my account even though I self-excluded myself!
Automatic translation:
Public
Complaint Specialist
Public
2 hours ago
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 whether your account has been blocked or if it is still accessible to you?
- Could you please confirm that the casino proceeded to close your account, but later reopened it? Was your account closed sometime between July 2nd and 7th?
- Could you please share the responses of the casino to your account closure request, account reopen requests, and refund requests if available?
- Could you please advise when was the last time the casino allowed you to deposit?
- Share the evidence with me to my email at [email protected], alternatively, share screenshots here.
In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide
Thank you very much in advance for your reply.
Best regards,
Tomas
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Thank you for your patience, and stay safe.
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