The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet.
Instant Casino - Player believes that their withdrawal has been delayed.
Opened
Current status
Waiting for casino to reply
4d 20h 1m 37s
Instant Casino
Safety Index 0.7 Very lowCase summary
Discussion
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3 weeks ago
Translation
Ladies and Gentlemen
On July 7, 2026, I made a withdrawal of €4,000 from Instant Casino to my registered account. On July 9, 2026, I made another withdrawal of €2,300. Since no funds appeared in my account after several days, and the casino indicated that the transaction was successful on their end, I contacted my bank. They confirmed that no such transaction had been received. I contacted Instant Casino's customer support multiple times and provided my bank statements, which clearly show that no money had been credited to my account. Support always responded the following day, claiming that they had transferred the money. However, this is impossible, as I have proof that no money has been credited to my bank account. Please help me! I feel cheated and I'm getting nowhere with the casino's support; they keep telling me the same thing.
Here are the withdrawal details from the casino website:
WITHDRAWAL
EUR
4000.000000000000000000
July 7, 2026 00:58
PAID
[redacted]
WITHDRAWAL
EUR
2300.000000000000000000
09 Jul 2026 01:45
PAID
[redacted]
Edited by a Casino Guru admin
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Billy2508,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
TranslationDear Jean,
Thank you for your prompt reply. I am a patient person and will of course wait a few more days, but I would like to ask you not to close this complaint until then. Here is some additional information: I have previously made several withdrawals, all of which were received in my account without any problems. My verification is also complete on the Instant Casino website; I will attach a screenshot as confirmation. Instant Casino confirmed via email that the transactions have already been processed and the funds have been sent, and that I should contact my bank. I am attaching two corresponding screenshots to this message. The withdrawals were therefore reviewed and approved by the casino beforehand. This all seems a bit strange to me, as I still haven't received any funds in my account. I am always very friendly and respectful when speaking with customer support. Thank you for your help and support.
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2 weeks ago
Dear Billy2508,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationDear Jean,
I'm doing quite well so far, thank you very much, I hope you are too. Unfortunately, no money has arrived in my account to this day, neither the first withdrawal of €4000 nor the second withdrawal of €2300. I haven't been in contact with casino support since July 16, 2026, as I wanted to wait the 14-day period. I hope you can help me. I received the last email from casino support today, informing me that I have now been assigned a VIP manager; perhaps something can be achieved through him. What documents do you need? I will provide everything. Thank you very much for your help; I hope I haven't been cheated out of my money and that I will get it back.
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1 week ago
Thank you for the update. Please answer the following questions so I can better understand the situation.
- Have you accumulated your winnings with or without an active bonus?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- Could you let us know how long it usually takes for your previous withdrawals to be processed?
- For an independent review, could you please forward the bank statements that you sent to customer support to jean.s@casino.guru?
Thank you very much in advance for your assistance.
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1 week ago
TranslationGood evening Jean,
I'll gladly answer these questions for you.
(1) I never played with a bonus, therefore I obtained my winnings without an active bonus.
(2) I have chosen bank transfer to my bank account as the payment method for the withdrawal; yes, I have also used this payment method for previous withdrawals. Same withdrawal method and same account.
(3) The previous withdrawals always went quite smoothly. The verification and approval by the casino took less than a day, and the money was in my account the following day. On May 31, 2026, I made a withdrawal of €4,000, which was in my account on June 1, 2026. On May 21, 2026, I made a withdrawal of €2,300, which was in my account on May 22, 2026.
(4) I will provide you with all bank statements by email. I have also sent these bank statements to my VIP manager at Instant Casino so that he can also look into the problem. I will also include the VIP manager's email address in the email; perhaps you can get somewhere through him.
I hope you can help me. I really need the money urgently right now and I depend on it.
Thank you!
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4 days ago
Dear Billy2508,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria, (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Jean
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2 days ago
Dear Billy2508,
It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from Instant Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear Instant Casino,
Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could provide your statement regarding this situation and clarify why the player's funds have not been credited to their account.
Thank you in advance for your cooperation and prompt response.
Best regards,
Maria
