Instant Casino - Player's account has been closed and money is missing.

When I wanted to withdraw the money, they blocked my account and now that they have opened a new casino, I can get in again, but suddenly the money is gone.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which casino closed your account and confiscated your winnings?

Have you been able to access the same casino website, and has your previous account been reopened, or did you create a new account at the same casino?

I’m afraid I will need more information regarding your problem. Please could you elaborate?

I will be waiting for your reply patiently.

Best regards,

Veronika

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello,

the casino i’m talking about is instant casino.

They opened a new and better casino and their i can login but on the other one i can’t

and didn’t make a other account.

best regards,

joris

Thank you for the information.

Could you please specify why your account in the old casino was blocked? Also, please forward me the email you received from the casino after your account was blocked to veronika.f@casino.guru.

Additionally, did you complete the full KYC verification process in the old casino?

Hello, i really don’t know why they blocked my account.

i will send you a mail from what the casino sended me

i did not complete KYC cause they never asked me to do it

I just wanted to follow up and ask whether you’ve already sent me any emails. I haven’t received anything from you yet. Could you please double-check that you used the correct email address: veronika.f@casino.guru?

If you’ve already sent the message, it’s possible it didn’t go through, so feel free to resend it. Thank you very much for your cooperation.

Good even ing

i resends it now fur you

let me give a minet

Could you please send me a screenshot of the email you sent, making sure that both your email address and mine are visible in the image? I have still not received anything from you, so I’d like to verify whether it was sent correctly.

I have send you a new mail

i maked a miscount while typing

Thank you for your email. What types of games did you play at your old account before it was blocked? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

I played sport bets without a bonus

Thank you for your patience throughout the complaint process.

Please understand that if your account has been blocked and you have only placed bets on sports betting, the casino may have detected certain activity that led to this decision. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards

Veronika