What Happened
A player from Andorra says they emailed Instant Casino on 2 July 2025 asking for a permanent self-exclusion because of a gambling addiction. According to the player, the account was reopened a day later, and they deposited and lost around 1,700 to 1,800 euros. Instant Casino told the mediator the July email asked only to close the account and did not mention addiction, so a cooling-off period was applied and the account reopened when no follow-up came; it was closed for good on 7 July after a second message.
How It Developed
- Complaint opened. The mediator explained the difference between closing an account and self-exclusion and asked for the original emails rather than screenshots.
- The player resent the emails and the case went to a resolver, who warned that this casino usually ignores Casino.guru.
- Instant Casino replied that the first request made no mention of addiction and followed its cool-off procedure.
- The mediator said the player's 2 July email did mention a gambling problem and asked the casino for a screenshot of the message from its system.
- The casino never answered; after a reminder the case was closed as unresolved, with advice to write to the Curaçao regulator.
Unresolved
Instant Casino stopped answering after the mediator disputed its account of the self-exclusion email; no refund is shown.
What Has (and Hasn't) Helped
The mediator read the original email and backed the player's version, but the casino went silent once challenged. Keep the exact email where you name the addiction and use the word permanent; that is what the mediator relied on here, even if it did not get the money back.