Instant Casino - Player’s account has been closed.

Hello, I waited 5 days for a withdrawal, and then on October 6, 2025, my account was deactivated for no reason. I had requested a withdrawal of €1,000, but my account had much more. I was assured that everything would be credited to me, but the next day it happened. I don't want to reveal any information, casino, I haven't received a WITHDRAWAL or even a DEPOSIT into my account.

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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?
• 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 passed account verification in the casino?

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

I played there about a week. Only on slots most on pragmatic games. I didn't use any bonus . Yes I completed successfully the verification.

Here are e-mails from them created account 29.09. finished KYC about 04.10 and 06.10 get banned

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. However, I would like to warn you that it seems to be a common practice of Instant Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello nwkk3,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Instant Casino to join the conversation.

Dear Instant Casino,

I would appreciate details, including any supporting documentation, concerning the player's conduct which led to your decision to close the player's account and confiscate the funds. If this information cannot be shared publicly, kindly send it to me directly at michal.k@casino.guru or via Teams.

Hi there,

After completing the investigation, we have decided to return the confiscated amount and reopen the user’s account. The bonuses will remain blocked due to a commercial decision.

Kind regards,

Instant Casino Team

Tomas and Michal thank you for your help and cooperation

Instant Casino - Thank you for quick answer and for making an honest decision, if the payment is successful, I hope your rating will go up

So at the account was a 2737€ and it's in que to withdrawal

Dear Instant Casino Team,

Thank you for your reconsideration of the situation. I respect your entitlement to discontinue offering bonuses to the player as per your rules.

Dear nwkk3,

I'm pleased to hear that the situation has taken a positive turn, and you are set to receive your winnings. Please let me know once you receive them successfully so I can move forward with closing your case as resolved.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nwkk3,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru