Instant Casino - Pelaajan tili on suljettu ja varat takavarikoitu.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are experiencing with your account at InstantCasino.

In order to better assist you with your situation, I would like to gather some more information:

• What specific documents did you submit for the verification process, and when did you receive confirmation of their approval?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that the casino did not inform you of which rule you allegedly breached? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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.

Hey Kristina,

I submitted my ID, passed the liveliness check and as a proof of address I uploaded my electricity bill from last month.

All profit during the last couple of days was made with cold cash, without using any bonuses. For my first deposit I got 200% bonus but it’s released as real money after playing your deposit through a dozen times.

Yes, you understood correctly, they didn’t tell me nothing why my funds were confiscated, and I am 100% sure that I was playing without breaching any of their terms and conditions.

After that email where I am told that they closed my account and took (stole) my money, I decides to directly come to you, but if I have any email from them in the meantime I will let you know.

For now, I am asking you to do what you do best: stand up to fairness and ensure that the justice prevails.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you MateusX for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instant Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

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 MateusX,

I have tried to contact the Instant Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Instant Casino.

Dear MateusX, After a thorough review of the account activity and internal reports, the casino has provided us with extensive evidence indicating clear instances of fraudulent gameplay. This includes irregular betting patterns, the use of unauthorized software or automated tools, and behavior consistent with account manipulation intended to gain an unfair advantage in a tournament bonus.

Given the nature and weight of the evidence presented, as well as the casino’s compliance with industry-standard fraud detection protocols, we find no basis to challenge their findings. Consequently, the complaint will be rejected. Thank you for your understanding.

Kind regards,

Peter