Instant Casino - Pelaajan kotiutus viivästyy tilin sulkemisen jälkeen.

I've played at the casino several times and have also withdrawn something. I should mention that I have two accounts, a private account and a joint account. I last deposited using the joint account (never had any problems with other casinos) and won 900 euros. I withdrew, and the next day my player account was closed. When I asked, they wrote to me that I had deposited using a joint account and that this was prohibited, and that if I did it again, withdrawals could be canceled. They wanted me to submit my ID with a screenshot of me and my wife, as well as bank statements. I did this. Later, I received an email saying that my account was open again, but the withdrawal hadn't been paid out... I don't think that's really clear. OK, if they have the guidelines, I understand, and I wouldn't have done it again. But accepting my deposits of over 500 euros from the account but not withdrawing anything isn't right, I think. And as I said, I've never had any problems with the account at other casinos... can you help me with this problem?

Best regards

Ich habe bei dem Casino schon öfters gespielt und auch mal was auszahlen lassen. Ich muss dazu sagen ich besitze 2 Konten ein eigenes und ein Gemeinschaftskonto. Ich hatte zuletzt mit dem Gemeinschaftskonto eingezahlt ( bei anderen Casinos noch nie Probleme gehabt) und 900 Euro gewonnen. Ich zahlte aus und am nächsten Tag war mein Spielerkonto geschlossen. Auf Nachfrage schrieb man mir das ich über ein Gemeinschaftskonto eingezahlt hätte und dies verboten sei, bei Wiederholung Auszahlungen storniert werden können. Sie wollten das ich den Ausweis mit Screenshot von mir und meiner Frau einreiche und Kontoauszüge. Dies tat ich auch. Später bekam ich eine E-Mail das mein Konto wieder offen ist aber die Auszahlung nicht ausgezahlt wird... Ich finde das nicht richtig klar OK wenn die die Richtlinien haben verstehe ich das und ich hätte es ja auch nicht mehr gemacht. Aber meine Einzahlungen von über 500 Euro annehmen von dem Konto aber nix auszahlen ist dann nicht richtig finde ich. Und wie geschrieben bei anderen Casinos nie Probleme gehabt mit dem Konto.. können sie mir bei dem Problem helfen?

Liebe Grüße

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.

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

• When was the last time you contacted the casino regarding the payout of your winnings?
• Is your payout currently pending, or were your winnings confiscated?
• 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 consequences of using a joint account in your case? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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Hello, I last wrote to them yesterday. My player account was reopened, but the winnings were canceled and withheld... no, not until I played through the bonus.

Hallo hatte gestern zuletzt mit denen geschrieben. Mein Spielerkonto wurde wieder geöffnet aber der Gewinn wurde storniert und einbehalten.. nein nicht bis Bonus gespielt

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.

OK, thank you very much...

OK vielen Dank...

Dear Pallmall1904,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Instant Casino representative to join this conversation and participate in resolving this complaint.

Dear Instant Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

OK all clear

OK alles klar

Hi there,

Following a review of the case, we confirm that the winnings were confiscated due to a breach of the Terms and Conditions. Additional details will be provided directly to Stefan.

Kind regards,

Instant Casino Team

Yes, I understand that. But shouldn't my deposits be rejected?

Ja das verstehe ich ja. Aber müssten nicht meine Einzahlungen zurückgewiesen werden.

Dear Instant Casino,

From our perspective, the existence of a joint account should not pose an obstacle during the verification process of the player. If the player has provided a bank statement and their identity has been successfully verified, we believe that the player should be eligible for payment.

We hope to reach a mutual agreement on this matter.

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 Pallmall1904,

I regret to inform you that, due to the casino's lack of response, we are left with no option but to close your complaint as unresolved, in accordance with our Fair Gambling Codex.

Unfortunately, without the cooperation of the casino, we are unable to proceed further or reach a fair resolution. I understand how frustrating this situation must be, and I truly wish I could have been of more assistance in bringing this matter to a satisfactory conclusion.

Please note that the casino retains the right to request the reopening of this complaint at any time, should they choose to cooperate in the future.

If you have any additional information or concerns, feel free to reach out to us again.

Kind regards,

Stefan, Casino.Guru

We’ve reopened this complaint at the request of Instant Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Pallmall1904,

We have been informed by the casino representative that the payment has been sent to you. Could you kindly confirm whether you have received the funds?

I look forward to your response.

Yes, the casino has now paid out as a gesture of goodwill....

Ja genau das Casino hat nun doch aus Kulanz ausgezahlt....

Dear Pallmall1904,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan

Casino.Guru