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I am a player who lives in the United Kingdom and is has been registered with GAMSTOP for some years now. I have been suffering with a severe gambling addiction with led to my GAMSTOP registration, and I begun playing on InstantCasino a few months ago. I have blocks on my bank account preventing gambling transactions, although I’m aware they can’t be prevented if they are not registered as a Gambling merchant in the United Kingdom, however they accept players from the UK.

I emailed the casino’s support email with this information 2 weeks ago from today, and I sent a follow up email a few days ago, and I have received no response at all, and my account is still active and deposits still go through.

I have probably wagered over £2000 since I have emailed them this information, and I am heavily suffering from this addiction.

Hello packmanchristian,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant 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? Did you ever specifically mention gambling addiction to the casino? Where did you get the casino's e-mail from as it is clearly written in their responsible gambling section to contact them on: support@instantcasino.com? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

yes I can confirm my account is verified and has been since the creation of the account which was on 15/07/24.

The last time I spoke to the casino was today (10th august) and that was on their live chat support asking if it was possible for them to pass information along to respond to my email.

The Email address was obtained from their website at the bottom of the FAQ’s page, in the section stating how to contact support.

yes I have specifically stated that I have a severe gambling addiction in my initial email to the Casino.

regards,

Chris

Dear packmanchristian,

As you wanted to request a self-exclusion, which is responsible gambling tool, you should have contact them based on that section: https://www.instantcasino.com/en/responsible-gambling.

Did you contact them on support@instantcasino.com since?

If not, please do as soon as possible.

Hello,

I’ve sent a repeat email with the same content to Support@instantcasino.com. I will update you in a couple of days if I do/do not hear back from them.

Thank you for the update packmanchristian. The exclusion should be done within 72 working hours after sending the request so if it would take longer, please let us know.

Hello,

I did receive a response saying that the account was closed which was very prompt, however I replied to that email which has gone unanswered.

All of the transactions are to random named companies, quite evidently bogus shell companies to evade protective measures such as Gamstop, making it even more dangerous for players like myself who struggle with this addiction. I’ve contacted my bank regarding this and they are effectively helpless and that there was nothing they could do

Regards

Hello packmanchristian,

Do I understand it correctly that your account is now blocked after you requested it on the proper e-mail address?

The account I believe has now been deleted yes but not blocked, and to test the authenticity of it, I’ve just attempted to create a new account with a different email address (still with my full name in the email address) and all of my correct details (full name, DOB, address, mobile number) and it was been opened without a hitch.

My issue is this shouldn’t have happened in the first place. If the email is listed as a contact option on their website, it should be monitored accordingly. I should have received a prompt response no matter which email address I sent my complaint to. At the very minimum, I should’ve been told by them to resend my email to the other email address and it would’ve been handled there.

However I was left in the dark to figure it out on my own and as a result, I’ve lost a large amount of money due to their laziness and complete lack of customer care. The fact that this casino promotes responsible gaming and yet allows players to create account after account as long as they have another email address, and the fact that the "player protection" is that fragile is completely irresponsible as a Casino.

I should also note, that my email response to them stating my complaint has still gone unanswered.

regards

chris

Hello packmanchristian,

Did you also deposit on this new account or tried to verify yourself?

Also please forward the self-exclusion request you sent to the correct e-mail address to nikolas.b@casino.guru.

Dear packmanchristian,

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.

Hello,

I have just forwarded the email you’ve requested to your email address.

I haven’t tried to deposit although it does give me access to all areas of the website and allows me to input card details. Furthermore there doesn’t appear to be any way to verify myself on the website beyond simply the creating an account.

regards

chris

Hello packmanchristian,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Packmanchristian,

Not all self-exclusion systems prevent you from creating a new account, though ideally, they should. However, the important thing is that once the casino identifies that you’ve attempted to deposit or spend money, they are required to block the new account and refund any deposits. Since no deposit was made in your case, there’s nothing to refund, and there isn't much we can address at this time.

Is there anything else we can assist you with?

Best regards,

Nick

Dear packmanchristian,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.