Instant Casino - Player's account has been closed and winnings confiscated.

Hi,

I played for some period of time in instant casino, made lots of deposits probably like 4000-5000 euro or so, and on my last deposit, after i played a bit i decided to make a withdrawl for first time, and they voided my withdrawl and closed my account, took me 10 days to get verified, asking me to repetelly send them selfies, which they where clear anyways, and then after 10 days they open the account but still took all my money.

and they say this is because i used once to make a deposit some long time a go with my brother's credit card because i was on limit that day.

No warnings no nothing.

Dear nasos512, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

6.8 You are not permitted to use any payment method belonging, or registered to, a third party for the purpose of depositing funds to your account. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit. 

Furthermore, please check our Fair Gambling Codex for Players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is the player’s responsibility to use only the allowed payment methods. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

Hi,

I have verified both me and my brother payment system and id verification because they asked for both.

So it's harsh the way they deal with their customer, they asked me to send all the info of my brother who did 1 time payment on casino, his selfie his documents, so i did verified the ownership of the payment.

It's just that they wanted to take the money, without any warnings, after depositing thousands.

Dear nasos512,

Thank you for your reply and for sharing additional details regarding your case.

I understand your frustration, especially given the effort you put into verifying both your and your brother’s details as requested by the casino. However, it’s important to note that according to the casino’s terms and conditions, using a payment method registered to a third party is strictly prohibited, unless prior approval has been obtained from the casino.

While the verification you completed demonstrates transparency and cooperation, the rule about third-party payment methods is in place to comply with anti-money laundering regulations and to protect all parties involved. Unfortunately, once such a rule is breached, the casino may choose to void winnings associated with the deposits in question, as outlined in their terms.

At Casino Guru, we advocate for fair treatment of players, but we must also recognize when terms and conditions have been violated, even if unintentionally. Regrettably, we are unable to assist further in this case and your complaint will be closed. If you believe the casino’s actions are unduly harsh or unreasonable, I encourage you to escalate your concerns with their licensing authority or a relevant regulator.

Thank you for your understanding. I am sorry we could not be of more help on this occasion.

Best regards,

Veronika