The player from Germany requested a full refund of his total deposits of €106,933 made at Instantcasino.com due to the casino's illegal operation in Germany. His account had been blocked or deleted, and he only received €250 in withdrawals, resulting in a significant net loss. He sought assistance in obtaining the refund based on the illegality of the casino's operations under German law. The Complaints Team reviewed the case but was unable to assist with complaints related to licensing issues, as this fell outside their purview. Additionally, it was noted that his account had a zero balance at the time of closure, which the casino was legally entitled to do. The player was advised to contact the relevant licensing authorities for further assistance.
Instant Casino - Player seeks refund due to account closure and illegal operation.
Unjustified complaint
Amount: €106,933
Instant Casino
Safety Index:LowCase summary
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Regarding your blocked account, please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Could you please provide the account balance at the time the account was blocked?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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Translation
This is the evidence that I forgot to attach in the previous message.
Before interacting via Telegram, I had communicated with Remi via email and he told me that I could discuss anything with him, which in retrospect was apparently not the case, as you can see from the Telegram screenshot above.
Before the entire interaction with R*****, I had already written to Instant Support several times regarding GDPR data disclosure or deposit fees, as well as information about the location of the company from which the casino is operated.
If you would like to have these screenshots as well, I can gladly send them to you here.
Best regards
D*******
TranslationHere are previous chats with Instant Casino support from several days ago and a screenshot of my account that I took before it was blocked.
TranslationThere was another email dated August 7, 2025, which I discovered more or less days or weeks later, although this probably had little to do with the closure/deactivation of my account, because otherwise I probably would have received another email/reminder or something similar.
The chat with the VIP manager R***** was probably the trigger, because I mentioned the illegality of the casino in Germany and explained that I had gambled away a large part of my inheritance with a clear conscience, until I realized after losing it on August 23, 2025, that this casino was illegal.
But you can also see from R*****'s response (Telegram chat) that he didn't explicitly address my situation, but simply said that he understood my situation and referred me to the official communication channels, and there hasn't been a response yet...
... Not by email or Telegram.
And to deactivate my account without any justification, because of an INTERNAL decision, is more than incomprehensible to me, although I asked in the support chat of Instantcasino for several days and they could not give me any further information, only said that a department would contact me when possible.
I know I may have repeated myself, but it was important to me to make it clear again 😅
Dear DennisML25,
thank you for your messages and screenshots provided.
I truly empathize with the challenging circumstances you're currently facing, and I want to assure you that I've thoroughly examined the screenshots and messages you so kindly shared with us. We appreciate you bringing this matter to our attention and allowing us the opportunity to review the details.
After a careful and considered evaluation of all the information presented, I regret to inform you that we are unable to offer direct assistance regarding your specific complaint. There are a couple of key reasons that factor into this decision, which I'd like to explain in more detail to ensure complete transparency.
Firstly, as we have communicated in previous exchanges, our established policy is that we do not handle complaints or disputes that relate to missing licenses. This particular area falls outside of our purview and expertise, and we are therefore unable to effectively investigate or resolve such matters.
Secondly, our records indicate that your player account held a zero balance at the time it was closed. This is an important factor because, as a business entity, the casino maintains the right to refuse service to any individual, especially when an account has no funds associated with it. This is practice is within the casino's legal rights.
I fully recognize that this response is likely not the resolution you were hoping for, and I sincerely apologize for any disappointment or frustration this may cause. We understand that you are seeking a resolution to this issue, and we want to guide you toward the most appropriate avenue for seeking further assistance.
In light of our inability to directly intervene, we strongly recommend that you contact the relevant licensing authority responsible for overseeing the casino's operations. These authorities possess greater legal authority and investigative powers when it comes to addressing matters related to casino practices and licensing compliance. They are better equipped to handle complex situations like this and can provide more comprehensive support.
I would like to recommend our article how to submit a complaint to regulator: https://casino.guru/guide/submitting-complaints-to-regulators
This casino has two separate licenses, you are more than welcome to send your complaint to both of them. To submit a complaint on The Anjouan gaming, please follow the https://verification.anjouangaming.org/validate?domain=play.instantcasino.com&seal_id=aba0dc57171898ea987e5bf8c74ce06373cdce730c075a2e7b9f65b69f36dac070d660831a4ed92fd2d1db09e701b73f&stamp=ec4ba86a21fedb00a9afd2e7829851f4. And for the Curacao Gaming Control Board, please send your complaint to complaints@cga.cw.
I wish you the best of luck in your quest.
Katarina
