The player from Germany's account had been blocked despite having successfully verified it, and he was unable to withdraw his 2200€ winnings out of a 2700€ balance. The Complaints Team had attempted to gather more information from him to facilitate a resolution but was unable to proceed due to his lack of response. Consequently, the complaint was closed at that time, but the player retained the option to reopen it in the future if he chose to engage again.
Instant Casino - Player’s account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €4,900
Instant Casino
Safety Index:LowCase summary
Discussion
Public
Public
9 months ago
Translation
I had 2200€ to withdraw and 2700€ in my balance and my account was blocked yesterday but I verified my account
Automatic translation:
Public
Public
9 months ago
Dear Player,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you have been a player at this casino?
- When did you pass account verification?
- Have you contacted casino support and asked for an explanation?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino support regarding the account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
9 months ago
Dear temizyurekbilal38,
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.
Public
Public
9 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
