The player from Germany had requested withdrawals totaling 3,500 euros from Instant Casino but had not received any clear feedback on the payment processing despite successful verification. He had contacted live chat multiple times and was seeking support to resolve the issue. The Complaints Team had extended the response time for the player to provide additional information; however, the player did not respond, leading to the rejection of the complaint.
Instant Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €3,500
Instant Casino
Safety Index:LowCase summary
Discussion
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1 year ago
Translation
Dear Casino Guru Team,
I am contacting you because I need support with my withdrawal at Instant Casino.
On February 8, 2025 (Saturday), I requested a withdrawal to withdraw my funds from my wallet. I never used a bonus and have already deposited over 2,000 euros in total. The withdrawals were submitted as follows:
08.02.2025 (Saturday):
9:14 pm – 1,000 euros
10:04 pm – 1,000 euros
09.02.2025 (Sunday):
7:02 pm – 500 euros
7:25 pm – 500 euros
8:28 pm – 500 euros
The total payout amounts to 3,500 euros.
I have already contacted the live chat several times. According to the information, the verification was successful.
I have only used Bank Sofort as a deposit method and would also like to have the money paid out to my bank account.
Unfortunately, I haven't received any clear feedback yet and the payment hasn't been processed yet. I'm therefore urgently asking for your support as I'm starting to despair.
Thank you in advance for your help!
Automatic translation:
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1 year ago
Hello Pablo28,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 year ago
TranslationHello Nick,
My account has been fully verified for 3 days. I also checked again in live chat earlier and was confirmed that my account was verified.
No, I have never played with a bonus.
I communicated with the casino about my withdrawal via live chat about 10 minutes ago and was told to keep waiting and if the withdrawal is declined and the money is returned to my wallet, I should request new withdrawals as my account is now verified. When I made the withdrawals, the casino said my account was not fully verified yet, which is not true.
Automatic translation:
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1 year ago
Hello Pablo28,
Can you please advise since when is your account fully verified?
Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.
Looking forward to hearing from you.
Regards,
Nick
