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I'm having trouble withdrawing. I use a joint bank account. I'm married and only have one bank account with my husband. The casino closed my account immediately upon withdrawal and requested passport photos of my husband. I sent everything by email. I haven't received a response from the casino yet. What will happen now? I have many accounts at different casinos and have never had a problem like this before. Is this allowed?

Ich habe Problem mit Auszahlung. Ich benutze gemeinsamebankkonto. Bin verheiratet und habe nur das eine einzige Bankkonto mit mein Ehemann. Kasino hat mein Konto sofort bei Auszahlung geschlossen und angefordert Passbilder von meine Ehemann. Ich habe alles per Mail zugeschickt. Ich habe jetzt kein Antwort von Kasino was passiert jetzt. Ich habe viele Konto in verschiedenen Kasino und habe so ein Problem noch nicht gehabt. Ist das erlaubt ?

Dear annaheidswier,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Instant Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino, please?
• Could you please provide the exact date your withdrawal request?
• Have you had any successful withdrawals with this casino?

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I reopened the account because it said immediate withdrawal. I didn't make any withdrawals. When I wanted to, my account was verified immediately with a web photo and so on. It was confirmed. I then canceled my first withdrawal because I wanted to carry on playing. I lost everything and deposited a few more times. And then I won something and wanted to withdraw 4,000. And a few days later I got an email saying that I have a joint bank account and that my husband should verify himself. I did the same with my husband. And then I got a reply saying that joint accounts are prohibited and all my money was canceled. 4,000 euros are still 0 euros. Now they've closed my account. I have transfers of what I deposited as proof and I still have all the emails about what I wrote to the casino. I'll send them this by email.

Ich habe da Konto neu geöffnet. Weil es stand sofort Auszahlung. Ich habe da keine Auszahlung getätigt. Wen ich es wollte wurde mnien Konto verifizierert sofort mit web Foto und so weiter. Es wurde bestätigt. Den habe ich meine erste Auszahlung storniert weil ich wollte weiter spielen. Habe ich den alles verloren und den habe ich noch paar Mal eingezahlt. Und den habe ich was gewonnen und wollte 4 tausend auszahlen. Und nach paar Tagen habe ich Mail bekommen das ich gemeinsamebankkonto habe und mein Mann sollte sich verifizieren. Das habe ich mit mein Mann auch gemacht. Und den habe ich Antwort bekommen dass gemeinsame Konto verboten ist und mein ganzes Geld wurde storniert. Stadt 4000 Euro sind 0 e geblieben. Jetzt haben die mein Konto geschlossen. Ich habe Überweisungen was ich da eingezahlt habe als Beweis und habe ich noch alle Mail was habe ich mit Casino geschrieben. Ich sende sie das zu per Mail.

What's your email address? Where can I send everything? But I don't think I'll get the money back because my casino account was deleted. It's just sad how casinos can treat people. And I deposited a lot of money there. I took the casino seriously because my verification was confirmed. I uploaded my bank statements with my name and my husband's name on them and they were confirmed. The big problem only came up when I wanted to withdraw the money. Sad but true. I've been using the account for years and the casino hasn't had any problems with it.

Was für Email Adresse haben sie ? Wo kann ich alles zusenden. Aber ich glaube nicht daß ich das Geld wieder bekomme. Weil meine Konto bei Casino würde gelöscht. Es ist einfach traurig wie mit Menschen umgehen Casino kann. Und ich habe da wirklich viel Geld eingezahlt. Habe ich das Casino ernst genommen weil meine verifizierung wurde bestätigt. Und habe meine Konto Auszuge wo meine Namen und Name von meine Mann steht auch hochgeladen und worde es positiv bestätigt. Nur wen ich das Geld schon Auszahlen wollte ist das grosse Problem aufgetaucht. Traurig aber war. Seit Jahren benutze ich das Konto und hat keine Casino damit Probleme gehabt.

And the best thing is, I'd like to be sent a link with the rules. But the page doesn't work at all. Please check it. Where are customers supposed to look for precise information?

Und das beste ich mir würde link mit Regeln zugeschickt. Nur die Seite funktioniert überhaupt nicht. Bitte es prüfen. Den wo sollen die Kunden genaue Informationen suchen ?

Because of this, I believe this is a planned scam. The account was deleted immediately. No information available.

Das wegen finde ich das ist geplante Betrug. Konto sofort gelöscht. Keine Informationen vorhanden.

I've now received an answer. This means there's nothing I can do and I can continue to cheat people.

Ich habe jetzt Antwort bekommen. Das heißt kann Mann nichts machen und kann Mann weiter Leute betrogen

The worst part is that the casino verified me positively and always approved my deposits. They immediately blocked me. I was only blocked when I wanted to withdraw, and not after verification. And the casino absolutely wants to abide by its rules. The rules aren't public for players, because the site doesn't work when someone tries to make them.

Das schlimmste ist das dass Casino hat mich verifizierert positiv und hat meine Einzahlungen immer zugelassen. Stadt sofort mich zu sperren. Ich würde erst Gespert wen ich auszahlen wollte. Und nicht nach Verifizierung. Und Casino will unbedingt sich seinen regeln halten. Nur für Spieler sind die Regeln nicht öffentlich weil Seite funktioniert nicht wen Mann versucht Sie ausmachen.

And that's the end of my games. I close my accounts everywhere and never trust anyone.

Und damit hat sich meine Spielereien beendete. Ich schließe überall meine Kontos und vertraue ich niemals niemanden.

CasinoG is this one of you who is writing me messages??

CasinoGuru@consultant.com ist das jemand von euch was mir Nachrichten schreibt ??

Dear annaheidswier,

thank you for your messages and evidence.

If you have more emails or screenshots, please forward them to my email katarina.d@casino.guru

• Could you please specify how long you have been a player at this casino?
• Have you utilized any bonuses while playing at this casino?

Could you please explain what you meant by your last message? I have neither sent you an email nor communicated with you through any other means in the past 4 days.

Looking forward to your reply.

Katarina

No bonuses. I was new there. I played for two days. I reported everything via email. But I don't know if they received anything. I've been waiting for a response for days.

Keine Boni. Ich war da neu. Ich habe 2 Tage gespielt. Ich habe alles per Mail mitgeteilt. Aber ich weiss es nicht haben sie nichts bekommen ? Ich warte seit Tagen auf Antwort.

It's unbelievable. I can't believe it. How can a casino treat people like this? 4,000 euros simply canceled. And there's really nothing you can do. They sit back and do whatever they want. You don't get any help. Not even from the police. It's your own fault. 4,000 euros canceled, and you have to get on with your life.

Es ist unglaublich. Ich kann es nicht schlaffen. Wie kann so eine Casino mit Menschen so umgehen. ?? Einfach 4000 tausend Euro storniert. Und kann Mann so wirklich nichts machen. Die sitzen ganz ganz weg und dürfen machen was Sie wollen. Mann bekommt gar keine Hilfe. Auch bei Polizei nicht. Selber schuld. 4000 Euro storniert und Mann muss weiter leben.

The casino verified me positively when I deposited the first 500 euros. The casino already had a bank statement showing a joint bank account. Despite that, the casino didn't worry about me depositing another 2,000 euros. And when I requested a withdrawal, all my money was gone; my account was deleted.

Casino hat mich verifizierert positiv wen habe ich erste 500 Euro eingezahlt. Da hat Casino schon Kontoauszug wo gemeinsame Bankkonto angezeigt wird gehabt. Trotzdem hat Casino keine weiter sorgen gemacht ich könnte weitere 2000 Euro einzahlen. Und wen ich Auszahlung beantragen habt war mein ganzes Geld weg, Konto wurde gelöscht.

Why doesn't anyone check that the site with the responsible data and so on isn't working?!? The site is a scam.

Warum prüft keiner das da Seite mit Verantwortung Daten und so weiter nicht funktioniert?!? Die Seite das sind Betruger.

No one answers where I'm supposed to contact.

Da wo ich mich melden soll antwortet keiner.

In summary. The casino website with the regulations that the casino so closely adheres to is unavailable to players for technical reasons. The player has no chance to see and read the regulations. After positive verification of the player, the casino may overlook the unacceptable error of the player (deposits from the joint account), the casino has the right to continue accepting deposits from the player because the account was positively verified. When the player wants to withdraw money, the casino suddenly finds an error that it did not notice before. It deletes the player's entire account balance of 4 thousand Euro and closes the player's account. So the casino has the right to make mistakes, has the right to take everything and the player has nothing to say, the player is simply left with nothing. The casino sends information on other websites with opinions about casinos that the player has to register by e-mail to explain the situation and when the player registers, there is no answer. So the casino can do everything and the player does nothing.

Podsumowujac. Strona kasyna z regulaminem ktory casyno tak Bardzo przestrzega jest niedostepna dla graczy z powodow technicznych. Gracz nie Ma szans na zobaczenie i przeczytanie regulaminu. Casyno Po pozytywnym zweryfikowaniu gracza moze przeoczyc niedopuszczalny blad gracza (wplaty z Konta wspolnego) kasyno Ma prawo przyjmowac Nadal wplaty ze strony gracza Bo przeciez Konto bylo pozytywnie zweryfikowane. Jak gracz chce wyplacic pieniadze kasyno nagle odnajduje blad ktorego wczesniej nie zauwazylo. Kasuje graczowi caly stan konta 4 tysiace Euro oraz zamyka graczowi Konto. Czyli kasyno Ma prawo do bledow, Ma prawo zabrac wszytsko a gracz nie Ma nic do gadania, gracz Po prostu pozostaje z niczym. Kasyno wysyla na innych stronach z opiniami o kasynach informacje ze gracz Ma sie zameldowac mailowo aby wyjasnic sytuacje a kiedy gracz sie melduje nie Ma odpowiedzi. Czyli kasyno moze wszytsko a gracz nic.

You can't win with these cheaters. This is mafia. This casino should be closed

Z takimi oszustami sie nie wygra. To jest mafia. To kasyno powinno zostac zamkniete

Dear annaheidswier,

thank you for your messages and updates.

I have checked my email and there was no message from you. Do you have any other communication with this casino apart from what you have already provided, please? Kindly forward it to my email katarina.d@casino.guru.

Is your account subject to a permanent block?

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us.

Thank you for your patience and understanding. 

Katarina

It doesn't matter. I sent a large amount here, too. I know I won't get my money back. Here, too, it takes a really long time without help.

Es ist egal. Hier habe ich auch grussere Teil gesendet. Ich weiss schon das ich mein Geld nicht mehra bekomme. Hier dauert das auch alles ganz lange Zeit ohne Hilfe so wirklich.

Dear annaheidswier,

thank you for your message.

We understand your frustration with the process. We are working diligently to gather comprehensive information to address each concern. While it may seem we are requesting a great deal, experience has shown this approach to be the most effective. We regret that we cannot expedite the process, as it is not always the optimal solution in situations such as these.

Could you please address the last question that was asked, whether you account is permanently blocked, please?

Looking forward to your reply.

Katarina

Yes, it's blocked. My account was blocked after my husband verified it. I no longer have access.

Ja ist gesperrt. Mein Konto wurde nach verifizieren meines Mannes gesperrt. Ich habe keine Zugriff mehr.

Thank you very much, annaheidswier, for your cooperation.I apologize for the late reply, I was on a sick leave and therefore unable to respond. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Instant Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Sincerely,

Katarina

Hello annaheidswier,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear annaheidswier,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Instant Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Instant Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi there,

Following an internal review, the account was closed due to a breach of our Terms and Conditions, specifically Clause 6.8. The funds were voided, and the account was closed in line with these policies.

Best regards,

Instant Casino Team

Yes, that much we ALREADY know. And what about the fact that your regulations on your casino's website don't work at all? The player can't read the regulations because he's been inactive for months ALREADY because I check all the time. And what about the fact that after verifying me positively you still accepted deposits and then it wasn't important to you that I was depositing money from the bank account belonging to me and my husband. Only when I deposited a lot of money and wanted to withdraw something suddenly a problem appeared. Why didn't you find this problem during my verification? Why was my verification positively approved and you still accepted my deposits? That's OK, right? You made a mistake by letting me know with positive verification that everything was fine.

Tak tyle to JUZ wiemy. A co z tym ze wasz regulamin na stronie waszego kasyna w ogole nie dziala.? Gracz nie moze sie zapoznac z regulaminem Bo jest nieaktywny JUZ od miesiecy Bo caly czas sprawdzam. I co z tym ze Po zweryfikowaniu mnie pozytywnie Nadal przyjmowaliscie wplaty i wtedy nie bylo dla was istotne ze wplacam pieniadze z Konta bankowego nalezacego do mnie i mojego meza. Dopiero Jak wplacilam kupe kasy i cos chcialam wyplacic nagle sie znalazl Problem. Dlaczego tego problemu nie znalezliscie podczas mojej weryfikacji ? Dlaczego moja weryfikacja zostala pozytywnie zatwierdzona i Nadal przyjmowaliscie moje wplaty ? To jest OK tak ? To wy zrobiliscie blad dajac Mi znac pozytywna weryfikacja ze jest wszytsko dobrze.

This is all regardless of the casino's mistake. They positively verified me. I provided my ID, verification was done online, I provided statements from the account where it is stated that the owner of the bank account is me and my husband. And that was all positive for you. Suddenly, after a few days, how was the payout supposed to happen, as if I had broken your rules???? I broke the rules??? You deleted all my money as if it were ordinary candy wrappers. My money was simply deleted and my account was closed. So that the evidence would disappear.

To jest wszystko obojetnie ze kasyno popelnilo blad. Pozytwnie mnie zweryfikowali. Dostarczylam dowodu osobistym, weryfikacja odbyla sie online dostarczylam wyciagi z Konta gdzie stoi ze wlascielel konta bankowego jestem ja i Moj maz. I to bylo wszytsko dla was pozytwne. Nagle Po paru dniach Jak mialo dojsc do wyplaty niby ja zlamalam wasze zasady ???? Ja zlamalam zasady??? Skasowaliscie moje wszytskie pieniadze jakby to byly zwykle papierki Po cukierkach. Po prostu moje pieniadze zostaly skasowane i moje Konto zostalo zamkniete. Tak zeby dowody zniknely.

It doesn't make sense. You can't win with something like that. No matter what mistakes the casino makes, the player is always to blame.

Es macht keinen Sinn. Mit so was kann Mann nicht gewinnen. Egal was für fähler macht Casino der Spieler ist immer schuld.

Dear annaheidswier,

I completely understand your frustration, and I appreciate your patience throughout this process.

After reviewing all the available information, I would like to share our position on the matter:

Funding a casino account from third-party sources is indeed considered a serious breach of Terms & Conditions and Anti-Money Laundering (AML) policies at most online casinos. It is the casino's right and obligation to verify the origin of funds to ensure their legitimacy. As such, players are typically required to use only their own personal funds for deposits.

However, in your case, it appears that the funds originated from a joint bank account held by both you and your husband. This is a common and accepted financial practice among married couples. According to the available information, both names are displayed on the bank statement you provided, confirming your (partial) ownership of the account.

Given these circumstances, we believe that the decision to confiscate your balance and close your account solely due to the use of a joint account was disproportionate. In our view, the winnings in question should be honored.

Dear Instant Casino,

Thank you for providing additional context and for addressing the situation externally.

As I mentioned in my response to your message, while we understand that your Terms & Conditions include a clause prohibiting the use of joint accounts, we respectfully believe that the enforcement of this rule in this specific case may not be entirely fair or justified.

Based on the available evidence, it appears that the bank statement submitted by the player includes both her and her husband’s names, confirming her (partial) ownership of the account. Furthermore, the player claims she successfully completed an extended verification process, which reportedly included the submission of her husband's passport, and complied fully with your verification requirements.

In light of these factors, we see no compelling reason for such strict measures to be applied. I would therefore like to kindly ask you to reconsider your decision in the interest of fairness and maintaining a player-friendly approach.

Thank you again for your cooperation. I look forward to your response.

I have been playing for 6 years in online casinos. For 6 years I have been using the same bank account that I used in Instant Casino. I have about 30 accounts in different casinos. No one has ever given me such a problem with a bank account as Instant casino. I have always been able to withdraw money to the joint bank account from which I deposited money to the casino. I do not understand why Instant casino is different? I have accounts in various casinos vulcano Vegas, Richard, 888casyno, 777casyno, Vegas, Revolution casino ICE casino, big Bet and many more. And es hat mir niemand so was wie Instant Casino gemacht. Niemand !

Ja Gram od 6 lat w Casino online. Od. 6 lat uzywam tego samego konta bankowego co uzylam w Instant Casino. Posiadam okolo 30 Konto w roznach kasynach. Nigdy nikt nie zrobil Mi takiego problemu z Kontem bankowym Jak Instant casyno. Zawsze moglam wyplacic pieniadze na wspolne Konto bankowe z ktorego wplacalam pieniadze do casyna. Nie rozumiem dlaczego kasyno Instant jest inne ? Ja posiadam konta w przeroznych casynach vulkano Vegas, Richard, 888casyno, 777casyno, Vegas, Revolution casyno ICE casyno, big Bet und noch viele weitere. Und es hat mir niemand so was wie Instant Casino gemacht. Niemand !

And I would never have to verify my husband once!

Und ich müsste nie ein Mal mein Mann verifizieren!

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.

Dear annaheidswier,

I would like to inform you that I have also been in active communication with the casino representative outside of this platform regarding your case. I’ve made an effort to present our position on the matter and to encourage the casino to reconsider applying such strict measures in this situation.

As I have just sent the most recent message today, I believe it is fair to allow the casino some time to respond. Therefore, I will extend the timer by an additional week to facilitate further discussion and give the case a chance to move forward.

I will keep you updated on any developments that arise in the meantime.

Thank you very much for your continued patience and cooperation.

Yes, thank you. I know I won't get the money back. It doesn't matter. You have to keep living. And deal with fraud.

Ja danke. Ich weiss dass ich das Geld nicht mehra bekomme. Es ist egal. Mann muss ja weiter leben. Und mit Betrug klar kommen.

Financial transactions

Instant Casino strives to facilitate efficient and secure financial transactions. All deposits and withdrawals are processed via secure methods. You confirm that all funds deposited into your account come from legitimate sources and are not associated with any illegal activity. Instant Casino reserves the right to request account verification documents, including proof of identity and address, at any time to comply with KYC and AML regulations. Failure to provide such documents may result in account closure or delays in withdrawals.

Finanztransaktionen

Instant Casino ist bestrebt, effiziente und sichere Finanztransaktionen zu ermöglichen. Alle Ein- und Auszahlungen werden über sichere Methoden abgewickelt. Sie bestätigen, dass alle auf Ihr Konto eingezahlten Gelder aus legitimen Quellen stammen und nicht mit illegalen Aktivitäten in Verbindung stehen. Instant Casino behält sich das Recht vor, jederzeit Dokumente zur Kontoverifizierung, einschließlich Identitäts- und Adressnachweis, anzufordern, um die KYC- und AML-Vorschriften einzuhalten. Das Fehlen solcher Dokumente kann zur Sperrung des Kontos oder zu Verzögerungen bei Auszahlungen führen.

There's nothing here that says a man can't use a joint bank account. I'm looking for where Instantcasino even posts these rules.

Hier steht kein Wort das Mann gemeinsame Bankkonto nicht benutzen darf. Ich suche wo Instantcasino das regeln überhaupt zu sehen stellt.

Dear annaheidswier,

Unfortunately, the casino representative has ceased communication, and as a result, we’re unable to move forward with the resolution process.

Despite my efforts to present the case - specifically, that I do not consider jointly held accounts to constitute third-party funding as claimed by the casino - they have not changed their position. They continue to cite internal policies and compliance procedures as the basis for their decision.

If the casino account had indeed been funded by an unrelated third-party account registered under a different name, we would understand and support their stance. However, based on the information available, it appears that you are a legitimate (even if partial) owner of the funding account. In such cases, we believe that strict measures such as full balance confiscation may not be justified.

From our perspective, there is no evidence of fraud or unauthorized third-party payments. The funds originated from an account legally belonging to you, and the casino had access to sufficient documentation to verify this. Therefore, we see no justifiable reason for the account closure or the withholding of your remaining balance.

Regrettably, without further cooperation from the casino, there is little more we can do at this time, and I must now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best Regards,

Kubo