Instasino Casino - Player's winnings have been confiscated.

I am writing to express my concern regarding the recent actions taken on my Instacino account.

On 28 May, I won €2,022.50 at the casino. Following my win, I was asked to complete the verification process. I submitted all the documents they requested and also completed the facial verification.

After reviewing my documents, they requested an online meeting to verify my account. The meeting took place on 2 July.

A few days later, on 6 July, I received an email informing me that they had decided to confiscate my winnings. The reason they provided was that this action was taken under Clauses 2.4.9, 9.3, and 9.4 of their Terms and Conditions, which they stated allow the casino to disable a user's account and forfeit the account balance.

I believe this decision is unfair because I fully complied with every request and completed the entire verification process as instructed. While I understand that the casino may have the right to close my account, I do not believe it is justified to confiscate my winnings, as I did not violate any of their terms or engage in any inappropriate or prohibited activity.

I respectfully request that you reconsider this decision and return my winnings, as I have fully complied with all verification requirements and acted in good faith throughout the process.

I look forward to your prompt response and a fair resolution to this matter.

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 your complaint. I’m sorry to hear about your negative experience with Instasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas