The player from the Netherlands struggled with withdrawing a total of €1935 due to a series of withdrawals and subsequent account blockage. Despite multiple attempts to contact customer service and sending numerous emails, he received no answers and was only informed that his account was closed. The Complaints Team was unable to investigate the issue further due to the lack of response from the player after multiple inquiries, resulting in the rejection of the complaint.
Instant Casino - Player's account has been closed and funds are delayed.
Amount: €1,935
Instant Casino
Safety Index:Below averageSafety Index
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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
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
First they say it will be fine, it will just be paid out, it just takes a bit longer than the other one. It took a very long time then. Then I spoke to customer service and they said a maximum of 48 hours that the €1935 euros will be there. There were 5 withdrawals, these are the amounts. January 24 €65, €1200, 200. And also January 25 €230 and €240 euros. Then I was still in customer service, they say the amount has been refunded to your Wallet account where I played. Finally, they blocked my account and when I ask for it I never get an answer, all they say is: "Your account has been closed". Please can you help me with this, I have already sent 75 emails and been to customer service 300 times, but never any response, not even from the license holders of Instan Casino
Automatic translation:
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1 month ago
Hello Milan_294837,
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?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Hello Nick,
I verified my account before withdrawing, but in the end they just blocked me and didn't pay out. The date of verification was between January 23-25. I built my winnings with real money, which is why I have such a bad feeling right now. Last week was the last time I spoke to the casino. It took 2 hours before I could access the live chat. They immediately said "Your account has been closed". Can I help you with anything else?
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1 month ago
Hello Milan_294837,
Is there any communication between you and the casino where they have explained the reason for blocking your account - if yes, please forward it to nikolas.b@casino.guru for further review.
Awaiting your response.
Regards,
Nick
