Instant Casino - Player’s account has been closed.

This casino closed my account and there are still funds on it. I have already tried to reach out to the casino for more info and to try and get my funds back and they are not giving clear answers and are now ignoring me. There was exactly $968.01 CAD on the account when it was closed. All they said was that there was a breach of the Terms and Conditions which is not true at all. I'd like my money back!

Hello,

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 were a player at the casino and when exactly your account was blocked?
• 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?
• Have you provided any documents required for verification of your account to the casino?
• Could you please describe what events preceded the decision of the casino to close your account?

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

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Thank you Tomas, I made my account on July 25, 2025, and it was closed August 27, 2025. I played both live casino and casino games. I did not achieve my balance with the help of a bonus. I provided documents for verification and immediately after I uploaded them, they closed the account. Before they closed the account nothing out of the ordinary happened. I tried to withdraw winnings and then they requested documents which were uploaded and then they closed the account.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Miniwheats90 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instant Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Miniwheats90,

I have tried to contact the Instant Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Instant Casino.

Dear Miniwheats90, After a thorough review of the account activity and internal reports, the casino has provided us with extensive evidence indicating clear instances of fraudulent gameplay. This includes the use of unauthorized software or automated tools, and behavior consistent with account manipulation intended to gain an unfair advantage. Due to that, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter