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this casino blocks my accoont aftwr i loss 1650 EUR. I ask him why they not screening responsible gambling but they blocked my account. The 10% cashback bonus every monday they stole that also from me. Because monday is the cashback day and sunday they cloose my account.

they ignore me on every email. Casinoguru help me to get in contact.!

Hello Amkamk,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Do you have any real money balance left on your account?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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.

Hello,

no my account it was just 2 days old. Without any verifycation or something they let me play with 1650 EUR. When i ask for their license and the cashback they block my account instant. There is no balance left on my account but they stole the 10% cashback. Also they are not protecting their players from gamble problems how it is possible to lose 1650 euro without any verification or something.

the last time contact it was yesterday from the livechat but they close the chat immediatly

im not from Costa Rica im from the Netherlands help me with contact them and solve this issue. I want a full refund or i want my 10% cashback.

Hello Amkamk,

Unfortunately, there is basically no reason for a refund, you have deposited and lost like it would happen in any other casino.

Additionally, as bonuses are not real money but rather a good-will of the casino, they are entitled to refuse to give them to any player without any reason given. As you real money balance in the casino is zero, they can block your account without any explanation - it works like that in every single casino.

Is there anything else we could assist you with?

Regards,

Nick

My balance was 165 Euro because i get the cashback. After that they block my account. I cant spend it

Hello Amkamk,

Was the cash-back actually credited to your account or you were only supposed to get it?

Thanks in advance.

Regards,

Nick

No it was credit

Thank you Amkamk for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Amkamk,

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 an explanation of why the player's account was closed prior to them supposedly receiving the cashback bonus?

Hi there,

We’ve sent an email to michal.k@casino.guru.

Best regards,

Instant Casino Complaints Team

Dear Instant Casino Team,

Thank you for your email, I have responded back with some additional queries.

Dear Amkamk,

From the information I have received so far, it looks like the cashback bonus was not awarded to you prior to closing your account, but I have requested to confirm this.

Furthermore, I have been provided information that you behaved impolitely towards the casino team and even resorted to threats, which was one of the main reasons why the casino team took the decision to close your account. Can you please explain that? Please forward me the emails or chat transcripts that you had with the casino staff at michal.k@casino.guru

Dear Amkamk,

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 reminders, 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 within the next 6 months 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. Conversely, if we do not hear from the player in that timeframe, the case will be considered permanently closed.

Thank you for your understanding.

Best regards,

Michal

Casino.Guru