Instant Casino - Player’s account has been closed by the casino.

Dear CasinoGuru Team,

I am filing a complaint against Instant Casino. They have blocked my account and are withholding my winnings after I requested a withdrawal.

Facts of the case:

1. I played without a bonus and reached a balance of over €4,600.

2. I requested a withdrawal of €500 (Transaction ID: 100727003A3281264109).

3. I have a screenshot showing a remaining balance of €4,122.84 and the successful withdrawal request.

4. Immediately after this, my account was locked. The casino claims a "breach of terms" (Section: Fraud) but provides no evidence.

I have completed all KYC steps and played fairly. I have attached the screenshots of my balance and the transaction ID. Please help me recover my funds.

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.

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.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• How long has your account been verified?
• Have you made any other successful withdrawals apart from the €500?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

1. I only played Slots (e.g., Book of Ra, Crystal Ball, Book of the Divine, Asgard Bonanza). No sports bets. I have photos and videos of my gameplay as proof.

2. First verification was on Feb 11th, second on Feb 12th (via link). I have photos of both verification steps.

3. No successful withdrawals yet. My account was blocked immediately after my 500 € request.

I have NOT violated any Terms and Conditions. No bonus was used. I am attaching my Revolut PDF now to prove the payment method is mine. Please help me get my funds (over 4,600 €).

I am sending screenshots because I had technical issues attaching the PDF file. I hope this is acceptable.

Hello Tahiri,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru