Instant Casino - Pelaajan kotiuttaminen viivästyy.

On April 9th ​​I made my withdrawal successfully. Since April 11th, every day I send a message and I get the same answer that the relevant department is checking it, which is a lie. Not a single euro has been deposited into my bank account and every day I send them my bank's e-statement, which shows no movement of money on their part.

In their chat I mention that I need the money but I still get the same boring answers. Every day large deposits in their casino but when it's time to give they do everything they can to prevent you from taking what belongs to you.

Στις 9 Απριλίου μου έκανα την ανάληψη μου επιτυχής . Από τις 11 Απριλίου λοιπόν κάθε μέρα στέλνω μήνυμα παίρνω την ίδια απάντηση πως το ελέγχει το αρμόδιο τμήμα δηλαδή ψέμματα . Στον λογαριασμό τράπεζας μου δεν έχει μπει ούτε ένα ευρώ και κάθε μέρα τους στέλνω και το e statement της τράπεζας μου που αναγράφεται καμία κίνηση χρήματων από μεριά τους .

Στο τσατ τους αναφέρω ότι χρειάζομαι τα χρήματα αλλά και πάλι παίρνω τις ίδιες κουραστικές απαντήσεις . Κάθε μέρα μεγάλες καταθέσεις στο casino τους αλλά όταν είναι να δώσουν κάνουν ότι μπορούν για να μην τα πάρεις ότι σου ανήκει .

Dear Pantelis96,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

I have made at least 5-6 withdrawals, all of them were on time and this is the first time this has happened. When I made this withdrawal, I was asked for identification which was done in a few minutes. It should be noted that the next withdrawal after the one I am requesting to be credited to me was credited to me on the same day.

No, my winnings were not from bonuses.

Έχω κάνει τουλάχιστον 5-6 ανάληψεις όλες στην ώρα τους ήταν και αυτό γίνεται πρώτη φορά. Όταν έκανα αυτή την ανάληψη μου ζητήθηκε μια ταυτοποίηση η οποία έγινε σε μερικά λεπτά . Να σημειώσουμε ότι η επόμενη ανάληψη μετά από αυτή που ζητάω να μου μπει μου μπήκε την ίδια μέρα κιόλας .

Οχι τα κέρδη μου δεν ηταν απο μπόνους .

Also, I just logged into the site and they closed my account.

Επίσης μόλις μπήκα στο site και μου έκλεισαν και τον λογαριασμό .

Today is April 24th and the withdrawal hasn't been credited to my account and I can't log in because they blocked me.

24 Απριλίου σήμερα και ούτε μου μπήκε η ανάληψη στον λογαριασμό μου και ούτε μπορώ να κάνω είσοδο διότι με μπλόκαραν .

Good evening. Nothing today. If you have any developments

καλησπερα σας. Τίποτα και σήμερα . Εάν έχετε κάποια εξέλιξη

Thank you for your reply, Pantelis96. 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.?
• Have you received any explanation from the casino regarding the blocked account? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you for your cooperation.

Good evening, I am sending you the email conversation with the casino. The chat conversations do not exist because I cannot log into my account to send them to you because I am blocked.

I played the slot machine games.

I was not informed by the casino about my exclusion, they simply blocked me. I am sending you my conversation with them by email.

Καλησπέρα σας στέλνω στο e mail την συνομιλία μέσω email με το καζίνο . Τις συνομιλίες από το τσατ δεν υπάρχουν διότι δεν μπορώ να μπω στον λογαριασμό να σας τους στείλω γιατί έχω φραγή.

στα παιχνίδια των κουλοχέρηδων έπαιξα .

δεν ενημερώθηκα από το καζίνο για τον αποκλεισμό μου απλά με έκλεισαν . Σας στέλνω στο email την συνομιλία μου μαζί τους

Good evening, I have forwarded the discussions with the casino to your email.

Actually, to this day my withdrawal has not been completed. If you also need the e-statement of my withdrawal account, you can have it whenever you want.

I don't want my money stolen. Please help me figure it out because it's unfair.

Καλησπέρα σας έχω προωθήσει στο email τις συζητήσεις με το καζινο .

πντως μέχρι και σήμερα η ανάληψη μου δεν έχει ολοκληρωθεί . Εάν χρειάζεστε και το e statement του λογαριασμού της ανάληψης μου μπορείτε να το έχετε όποτε θέλετε.

δεν θέλω να μου κλέψουν τα χρήματα μου . Παρακαλώ βοηθήστε με να βγάλω μια άκρη γιατί είναι άδικο .

Still nothing. Will I get my money? How do you see it??? Since the 9th of the month nothing.

Ακόμα τίποτα . Θα πάρω τα χρήματα μου ; Πως το βλέπετε ;;; Από τις 9 του μήνα τίποτα .

Thank you very much, Pantelis96, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Okay, do you need anything else from me or should I send you?

Ωραία χρειάζεστε κάτι άλλο από μένα ή να σας στείλω ;

Is there any update? I have sent an email to instant casino every day and they answer the same thing that the case is being reviewed by the relevant department and I do not receive any response. In fact, almost a month has passed without me receiving my money.

Υπάρχει καμία ενημέρωση ; Έχω στείλει κάθε μέρα email στο instant casino και απαντάνε τα ίδια και τα ίδια πως η υπόθεση εξετάζεται από το αρμόδιο τμήμα και δεν παίρνω καμία απάντηση . Ουσιαστικά πέρασε σχεδόν ένας μήνας χωρίς να πάρω τα λεφτά μου .

Hello Pantelis96,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Instant Casino to join the conversation.

Dear Instant Casino,

Can you please provide us with an explanation of why the player's winnings have still not been disbursed to them? If there are any factors that contribute to this situation that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

Hi there,

Upon review, we can confirm that the player had a withdrawal which was reversed. We have contacted the player and requested the necessary bank statement in order to proceed with a refund of that amount.

Once the required document is received, the refund will be processed accordingly.

Best regards,

Instant Casino Team

Good evening. I have sent the necessary documents since you replied to me, but I have not received a response yet. I am still waiting.

καλησπέρα . Εχω στείλει από την ώρα που μου απαντήσατε τα απαραίτητα έγγραφα αλλά δεν έχω λάβει απάντηση ακόμα . ακομα περιμένω .

Good evening

I have sent what they asked for but they have yet to transfer the money to my account.

Καλησπέρα

έχω στείλει ότι μου ζήτησαν αλλά ακόμα να μου περάσουν τα χρήματα στον λογαριασμό μου .

Good morning.

They are very slow. They ask me for identification papers one by one, I send them and they answer after many hours. I still haven't received my money and I say every day that I need it. I ask the instant casino to do the process quickly because I need this amount.

Καλημέρα .

καθυστερούν πάρα πολύ . Μου ζητάνε ένα ένα χαρτιά ταυτοποίησης τα στέλνω και απαντάνε μετά από πολλές ώρες . Ακόμα τα χρηματα μου δεν τα έχω πάρει και ας λέω καθημερινά οτι τα χρειάζομαι . Παρακαλώ το instant casino να κάνει γρήγορα την διαδικασία γιατί χρειάζομαι αυτό το ποσό

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

While all the identification was done on Friday, May 9th, they sent me an email that the money would be in my account soon.

Today, May 14th, I ask if they know what happens to the money and the answer is:

Hello,

Greetings from Instant Casino!

The refund is still not processed, rest assured once this is done you will be notified.

In the meantime, your patience is greatly appreciated.

Kind regards,

James

Instant Casino Support

is this possible ????

What finally happened to the two???

I've been so tired for a month now that I don't know what else to do.

They found that there was an error and that they haven't made my withdrawal and then they tell me that they put it in and today they tell me that it hasn't been completed???

I don't understand, help me.

Ενώ έγινε όλη η ταυτοποίηση την παρασκευή 9 Μαΐου μου έστειλαν email ότι τα χρήματα θα είναι στον λογαριασμό μου σύντομα .

σήμερα στις 14 Μαΐου ρωτάω εάν γνωρίζουν τι γίνεται με τα χρήματα και η απάντηση είναι :

Hello,

Greetings from Instant Casino! 

The refund is still not processed, rest assured once this is done you will be notified.

In the meantime, your patience is greatly appreciated.

Kind regards,

James

Instant Casino Support

είναι δυνατόν αυτό ;;;;

τελικα τι έχει γίνει από τα δύο ;;;;

έχω κουραστεί πάρα πολύ εδώ και ένα μήνα δεν καταλαβαίνω πια τι άλλο να κάνω .

βρήκαν ότι υπάρχει λάθος και ότι δεν μου έχουν κάνει την ανάληψη μου και μετά μου λενε ότι τα έβαλαν και σήμερα μου λενε ότι δεν έχει ολοκληρωθεί ;;;;;;

δεν καταλαβαίνω βοηθήστε με

Dear Pantelis96,

I understand your frustration. The situation you encountered is indeed far from ideal; however, there may be certain elements beyond the control of the casino's team that affect the release of the funds. While I have not received any updates from the casino regarding the cause of the delay, I sincerely hope that your refund will be processed promptly.

Dear Instant Casino Team,

Could you kindly provide clarification on why the funds have not yet been successfully disbursed to the player?

If there are any factors that contribute to this situation that cannot be disclosed publicly, I kindly request that you send them to me at michal.k@casino.guru.

On Friday, May 9th, they told me in an email that they have deposited the money. And last night and today they tell me that they have not yet made the transfer. Which of the two have they finally done and why? Please credit me with my money so that we can end this story, I have been dealing with it every day since 9 o'clock last month. The situation has reached an impasse and I need the money.

Την παρασκευή στις 9 Μαΐου μου είπαν σε email ότι έχουν βάλει τα χρήματα . Και χθες βράδυ και σήμερα μου λένε ότι δεν έχουν κάνει την μεταφορά ακόμα . Τι από τα δύο τελικά έχουν κάνει και γιατί ; Παρακαλώ να μου πιστώσουν τα χρήματα μου να τελείωνουμε με αυτή την ιστορία ασχολούμαι κάθε μέρα από τις 9 του προηγούμενου μήνα . Η κατάσταση έχει φτάσει στο απροχώρητο και τα χρήματα τα χρειάζομαι .

Dear Instant Casino Support,

I do not accept any further delays. For over a month now, I have been receiving the same generic response about the "relevant department," with no actual progress on my case. Frankly, I believe you are deliberately stalling the payment, providing false information and excuses every single day.

The amount of €440 is rightfully mine, and I urgently need it to cover medical expenses. I have already submitted my bank account details for verification, and there is absolutely nothing more that needs to be checked. You are fully aware that the money has not been deposited into my account, and you are doing everything possible to delay this payment.

Last Friday, I was told that the funds would be in my account — this was clearly false. I will no longer tolerate being misled and forced to wait. I am demanding that the payment is made today and that I receive immediate confirmation that the funds have been successfully transferred and are visible in my account.

There is no valid excuse for such an extended delay, especially from a casino that processes player deposits without any issues or delays. When it comes to receiving money from us, everything works perfectly — but when it’s time to pay out, suddenly there are "issues."

End this situation now and do the right thing. I expect to hear that my issue has been resolved today, without fail.

Dear Pantelis96,

Unfortunately, despite my repeated attempts, I have not received a response from the casino team. There has not been any development, and the casino team has stopped responding to my enquiries.

Such an approach is not in alignment with the standards we expect from reputable casinos. Consequently, we find ourselves in the position of having to close this case as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in their rating may encourage them to reconsider and renew their efforts to reach a satisfactory resolution, and this option certainly remains open to them. Of course, you will be notified by email of any developments.

In the meantime, I recommend you contact the Anjouan Gaming (AOFA) Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru