InstaCasino - Refund of duplicate deposits/self-exclusion

posted on June 3, 2016.

Good Morning

I sent an email to you last night firstly i only got in contact to to query the transactions that had been taken from my account as it appears you only sent 27 payment receipts to all of which i agreed with but more transactions have actually been debited from my card of which i believe have not been authorised and in actual fact were duplicated payments only two were being disputed. I then searched your casino to see if there were any reviews of other players having the same problem only to find that you are part of Dunder casino which i self excluded from in early May 2016 prior to asking you to open my account and verifying with my bank card.
i would like my account to be reviewed as i sent an email requesting my account to be opened not realising you are regulated under a licence i have excluded from. i even sent my back card to verify my account which was the same card i used at your sister site including all the same details address/ email address and aloud to deposit and deposit even withdraw i would like to know how much your company would of let me lose before notifying me. i believe this is terrible and request a full refund of my losses due to a serious breach of your licence.

i sent this email to insta casino explaining what has happened they have told me it has been escalated ive not heard nothing back

i Would like a member of management to look at my account and investigate this further.

kind regards


posted on June 6, 2016.

Hi Amy,

Your account was merely locked due to “time-out” at Dunder and we were under no obligation to block your InstaCasino account.

posted on June 6, 2016.

i tried to open an account with another of your sister sites (Bet Spin) around the same time as re opening the Insta account and was advised as i am self excluded from a site under the same operator and i will be unable to open an account with any of our casinos due to the self exclusion period all accounts i have opened with the exact same details. Please advise why i this was not noticed when i had reopened this instas account and verified with the same card details? if this is your practice that one person is unable to open any accounts whilst self exclusion why was i able to? i did not time- out i self excluded.

Please advise..

posted on June 6, 2016.

i was advised by one of your colleagues i did not time out i had self excluded, hence being unable to open an account.

posted on June 8, 2016.

According to my knowledge on the situation, You have chosen to take a "time-out" from Dunder, this differs from a self-exclusion as the time out does not mean other accounts at other brands should remain closed and the option/reason you selected: I'm not happy at Dunder" does not indicate any behavioural problems. Therefore there will be no refund offered. In the future you should always make sure to use the exclusion option rather than the time out/cooling off period if you wish to have your accounts blocked across all of our brands.

We cannot comment on what Betspin customer support has told you as they are a separate company. We only share the same license. We do not have access to their customer data.

We hope this answers all of your questions. Please do not hesitate to contact our customer support department should you have further querries.

posted on June 11, 2016.

Dear @amzfar,

Are you satisfied with a casino response, can we close this complaint? Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.