What Happened
A player from Spain says they asked Instant Casino to self-exclude them on 15 August 2025 because of a gambling problem, and the casino confirmed the account would be closed. Around 15 January 2026 they were able to reopen it, then deposited and lost about €7,500. They asked for the deposits made after the exclusion request to be refunded.
How It Developed
- Complaint opened with the player's emails, the casino's confirmation and a live chat screenshot.
- The mediator said it was waiting for information from the casino and warned the case would close as unresolved without it.
- The complaint was reopened at the player's request for one more try. The player said the casino stopped replying after promising a review, and that they may go to a regulator or ask their bank for a chargeback.
- The player gave two exclusion lengths, one year in one reply and the casino's own six-month maximum in another. Either way, the account opened again after about five months.
Unresolved
The casino has not answered on the page, and no refund of the €7,500 is shown.
What Has (and Hasn't) Helped
Nothing has worked yet: the casino has not answered on the page. Keep the casino's written confirmation of your self-exclusion, with its date and length, because that is the core of any refund claim.