Instasino Casino - Player’s winnings haven’t been received yet.

I cant complete the KYC procedure due to expired id card. I already made the deposit and therefore i want from them to refund my money. They stall the payment and they dont respond clearly to my ticket issue. Please, what can i do?

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

καλησπερα. Το προβλημα μου ειναι οτι δεν μπορω να κανω την διαδικασια KYC, γιατι η ταυτοτητα μου εχει ληξει και δεν εγινε αποδεκτη απο το καζινο. Δεν εχω αλλο τρόπο για να ξεπεράσω το προβλημα. Έτσι, αιτήθηκα στο καζίνο να μου δώσει την κατάθεση πίσω. Και δεν φαινεται να συνεργάζεται.

Κατα την εμπειρία σας, τι συμβαίνει σε αντιστοιχες περιπτ΄ωσεις, όπου εγινε κατάθεση ΑΛΛΑ δεν μπορει να ολοκληρωθεί η διαδικασία KYC?

English : Good evening. My problem is that I cannot complete the KYC process because my ID has expired and was not accepted by the casino. I have no other way to resolve the issue. Therefore, I requested the casino to return my deposit. However, they do not seem to be cooperating.

Based on your experience, what usually happens in similar cases where a deposit has been made but the KYC process cannot be completed?

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Just to clarify, do I understand correctly that you have no winnings and you only want to get your original deposit refunded?

Also, did you play with that deposit at all, or is it unused in your account?

Have you made any successful withdrawals before?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Dear player,

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,

Dominika

Casino.Guru