My name is john, I had an account with instaspin roughly 16 weeks ago, and I started to experience gambling problems, basically a problematic gambler, I requested to have my account closed due to this issue and was informed my account was closed permanently and would remain closed and under no circumstances would it be reopened again which at the time was reassuring, Then just over a week ago I was able to reopen instaspin account by just telling them my gambling was under control, but as problematic gambling you are going to say that, I feel I have been failed after been reassured that account could never be reopened again, I was able to go on and gamble hundreds of pounds roughly ￡600 I would say which should not have been possible, I keep getting emails saying where sorry you are experiencing gambling problems and you can't have your account reopened which i haven't to have done, basically defecting away from the issue! and that were sorry to hear you've lost your money. My biggest problem is that they won't acknowledge wrongly opening account, but also myself being able to gamble hundreds when they have these gambling rules about problematic gamblers in place!!

Hello jmckinney1661,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instaspin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is your account currently still active or closed again?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I cannot say for sure when I opened account with instaspin, I was fully verified and active on account 16 weeks ago, I was experiencing gambling issues and requested account to be closed due to problematic gambling problems, which was followed by account closure from Instaspin and reassured it would be closed permanently and never opened again under any circumstances, I was able to reopen account on 12 February, the account was still active until yesterday, it's has now has been closed, i was talking to live chat regarding this issue yesterday, on which live chat was shut off an account logged out, I last spoke to live chat yesterday and have received a couple emails saying were sorry your experiencing gambling problems and you've lost all your money. And I would also like to point out, that the same lady who reopened my permanently banned account is the same lady who's dealing with this issue! Thank you for quick response Casino Guru

Hello jmckinney1661,

Is there any way to determine when exactly did you request for the exclusion as the live chat has no time stamp.

Regards,

Nick

Hi Casino Guru, Thanks for response

Hello jmckinney1661,

Can you please forward the full e-mails to [email protected] rather than screenshots?

Thank you in advance.

Regards,

Nick

Hello Casino Guru. I have just forwarded email as requested, I have used email address Jmck*******@mail.com

Thank you jmckinney1661 for all the information provided. I will now forward your complaint to my colleague Matej ([email protected]) who will be assisting your form now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you nick for your support and assistance, it's much appreciated. Look forward to matej help me get this is issue resolved. Thanks again nick

Hello jmckinney1661, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Instaspin Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the reason for re-opening an account previously blocked due to the gambling addiction? I would also appreciate if you can provide us with any and all relevant evidence. Sensitive information can be sent to me directly at [email protected].

Thank you for your patience and cooperation in advance.

Hello matej, nice meet you and thank you for assisting me to resolve this issue. much appreciated. I had chosen to close my instaspin casino account, as I was in a real bad place, I was no longer playing for entertainment and a fun level. I was unhappy I was losing lots of money and relationships with partner and family, were at a all time low. Basically I was in despair, and choose to contact instaspin live chat and layed it out there, I told there im experiencing gambling problems, to be honest I'm a problematic gambler, but instaspin were very helpful In closing my account and reassured me under any circumstances, I could not reopen account and was permanently banned which I was not too happy about as a gambling addict but was happy the control of being able to access account was out of my hands, At the start of February I was having a rough time of it and came across email from instaspin and just asked live chat is my account closed on the off chance which live chat replied that my account was closed due to gambling problems, and I just asked could I get account reopened and surprisely the live chat said I'll have a look, which lead to a member of staff who I will not name getting involved, I told them my gambling was under control, which was like putting petrol to a flame, they asked some questions. And just like that the misery had started again, and the control was put back into my hands the problematic gambler, I gambled for a couple of weeks to it became to much, I spoke to someone on a gambling forum, who told me, that I should never have had the chance to reopen account, under any casino gambling responsibilities, casinos don't reopen account when it come down to someone who in the past has stated they have gambling problems, instaspin have failed me and truly hope no else has went though are goes though the same situation, so when I contacted instaspin regarding me been able reopening a permanent banned casino account, they automatically shut chat down and when i tried to go back into account, they had closed it, and to make things worse the lady who reopened my permanently banned account is the same lady I tried to resolve this issue with, which I could not get anywhere with. That is what has lead me to reaching out to Casino Guru and yourself matej.

Dear jmckinney1661,

I have received an e-mail response from the casino. They are stating, that for the first time you have requested an account closure due to gambling addiction back in October 2024. Would you be able to find that message and forward it to me at [email protected], please, so I can add it into the evidence folder?

Thanks for getting back to me matej, I have forwarded you the corresponding emails regarding account closure. I have sent them using email address [redacted]

Thank you for the additional details provided. I can also confirm that the casino representative has contacted me via e-mail, and we are discussing the issue together.

Originally, I have been told you have been closing and re-opening the account voluntarily, not mentioning the gambling addiction. But with the evidence provided, it looks like your account has been closed due to the gambling problems in October 2024, as stated before.

We, at www.kpvfaw.com, believe such account should have never been re-opened and you should not be able to play in any casino you self-exclude yourself from. I will continue talking with the casino, and posting updates as we go.

By the way, would you be able to send me your cashier history - with all the deposits and withdrawals - since October 2024?

Thank you for your speedy response Matej, I will forward cashier history to the email address you have provided, and again thank for your assistance with this issue, it much appreciated.

I have sent further communication to the casino representative, and am now waiting for the reply. I will inform about any new development here, as soon as I hear back from them.

Once again matej, Thank you!! hopefully it can be resolved.

Hello Casino Guru, firstly I would like to confirm I had complaint with instaspin resolved, they agreed to repay me deposits made after they wrongly reopened my permanently banned account cause of problematic gambling, and I can also confirm money has been paided back into bank account, and on advice of matej I have requested email to confirm my account remains permanently closed, at the minute it remains open, and lastly big thank you to nick and matej for the excellent work they put into my complaint, much appreciated.

Dear jmckinney1661,

I am happy to hear that your issue has been resolved, and Marie from Instaspins also confirmed via e-mail that your the account has been permanently closed, with no option for reopening, as well as no more comms will be sent your way. I'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

If you are looking for more options to stay safe online, I would also like to bring to your attention free app called BetBlocker (https://betblocker.org/), that can help you block gambling sites on both computer and mobile.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

www.kpvfaw.com

I Would just like too confirm I have received email confirming account will remain closed permanently.