Instant Casino - Player's bets were rejected, and funds are missing.

Several bets I tried to place were rejected, not settled (some won) yet the stakes were deducted from my balance… I have all screenshots and the total came to €450.00. Instant casino accepted blame, were aware of the error and proceeded to refund me €200.00 without any explanation for the shortfall. I have spent the last 4 months asking them for an explanation of how they have some to €200.00 and which of the bets totalling €450.00 do they disagree with - but I receive nothing from them other than them telling me it has been resolved.

I merely want the additional €250.00 returning to me, or at the very least an explanation of why they come to €200.00. I have all screenshots of the bets in question as well as chat transcripts of them accepting fault & blame.

When I ask them where am I able to escalate my complaint to they become evasive and won’t tell me. Can anybody help with telling me who is the right regulator, governing body or independent third party who could now review my complaint & evidence to make a decision and hopefully bring justice? Thanks

Dear qd6rp9hp2n,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced with the online casino.

To better understand the situation and assist you effectively, could you please provide additional details regarding your issue? Here are some questions that may help clarify things:

• What specific bets were rejected or not settled that you believe should have been honored?
• Can you provide the exact dates and times when these bets were placed? Ideally, post a screenshot(s) of your game history here in this thread.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Kristina

Dear qd6rp9hp2n,

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.

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,
Kristina
Casino.Guru