Instant Casino - Player’s account closed pending verification.

I was playing on this new casino instantcasino.com

And first it was only typ in phone numbers to log.

Then I deposit with my mastercard around 1000 sek each 500 two times.

A won 150 euro i did withdraw no problem to writing my Iban account and was all OK got a receipt and lucky to take screenshot.

Next day my account was closed got an email from them that they need

My picture with my id hold it.

Foto on my mastercard coverd my cvc kod.

And my Iban account info.

I took a screenshot on my Iban

And here is when they was saying they need my Iban account on PDF file and was looking in my Swedbank account. No find to download my Iban info and talk to bank and they don't send my personal bank accounts info on PDF file because I got hacked or scam. So I found a PDF file from another casino that withdraw money to me

And there was mu info and my Iban numbers and name.

So u send a new info and my iban PDF file

A got all my mail conversation saved.

So I haven't heard sny thing after that and I was writing to their live chat support.

And they saw it was send and it the person in chat was informing the support service and they will start to value my info.

And the strange thing is thar I have sent same info and screenshot to Powerbet 777

And Qbet and they didn't had any issue.

So my questions is if you know anything about this new casino instantcasino.com

Because love to take money but other way problem started.

So I just want to get in my account and withdraw my win and delete them as f...

Si I hope you can gm helpi me to understand this company

Best regards Migell Blad

Hello migge26438,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi

Thx for your help.

I been in contact evry day since Monday I open the account Friday.

And I've send in my photo id holding it and pdf filenwith my Iban bank account from Swedbank because they didn't approved my first screenshot on my bank app.

And now they tell me that the owner on my mobil phone that I used to logg in is listed on my mother because I can't take my own abonnemang on mobil companies because I got an mark at my tax government. And I've been using that mobile like 10 years and I explained that to them that she is not the player it's me her son, and mobil number is only use as inlogg instead or name and password.

So I told them that it's me that is the player and if I was working in company that handels mobile to their employer is the company then the player and shuld the company owner then send id with himself.

So I told them just send the withdraw to the same mastercard number they accepted the deposit in with no problem.

I'm so frustrated I I was impressed first with their lay out and games. But now I'm so sick of them so I will never recommend to new player. And I told them that to to put little press on them

So will see how they respond to that.

But I got all our conversation saved and ny withdraw screenshot.

Thx for your help.

Migell Blad 1

Dear migge26438,

If only the phone number is the issue and every other document is correct, the casino should reconsider the verification as it is common that the phone number does not belong directly to the owner of it. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear migge26438,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Instant Casino representative to join this conversation.

Dear Instant Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

Hi there,

Thank you for bringing this to our attention. We can confirm that we have communicated with the player, the account has been reopened, and the situation has been resolved.

Kind regards,

Instant Casino Team

Dear migge26438,

Could you please confirm, if you have been able to make a successful withdrawal as well?

Dear migge26438,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.