The player from the Netherlands had been attempting to withdraw a refund for over five months, with no responses to emails and unhelpful interactions on live chat. After finally being informed that the refund was in process, weeks passed without receiving the funds. The Complaints Team intervened, facilitating communication with the casino and ensuring that the player’s refund request was escalated for resolution. As a result, the player was then in the process of receiving the promised funds.
Instant Casino - Player is facing delayed withdrawal.
Amount: €2,700
Instant Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
Instant Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
Over five months ago, I requested a refund via email. Despite my daily follow-ups, I never received a single response to my emails. In my desperation for answers, I turned to their live chat almost daily, only to be met with the same stalling and unhelpful messages.
Adding to my frustration, Instant Casino decided to block me on Telegram, Twitter, Instagram, and Facebook, effectively cutting off all other communication channels.
After months of persistence, live chat finally confirmed that my refund was being processed. I even have proof of these conversations. Yet, weeks later, I still have not received my money.
This situation is unacceptable. The lack of communication, poor customer service, and outright avoidance of accountability is appalling. It shouldn’t take months of relentless effort just to get back what is rightfully mine.
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3 months ago
Dear Larsieboii,
Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Instant Casino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? For what reason are you requesting a refund from the casino? I will be waiting for your reply patiently.
Best regards,
Nick
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
I have requested a refund over 5 months ago because this casino is not allowed to operate in the netherlands aswell as does not care about their duty of care, they finally promised me a refuns three times now so i hope i get my money back soon. I will post proof of them confirming my withdrawal. 
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3 months ago
Dear Larsieboii,
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.
Best regards,
Nick
