The player from Italy faced issues withdrawing €500, as the withdrawal had not been accepted. His account was closed without explanation, and he had not received responses from customer support despite multiple attempts to contact them. The Complaints Team had extended the communication period for further inquiries, but the player did not respond to the requests for additional information. As a result, the complaint was rejected due to lack of cooperation from the player.
Instant Casino - Player's account has been closed and his withdrawal is delayed.
Amount: €500
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
1 month ago
Public
Public
1 month ago
Translation
Hi, last night I withdrew €500 and until this morning the withdrawal had not been accepted. I tried to contact support but they did not answer me. My account was closed for no reason. I tried to contact live support and also by sending an email but I did not receive any answer. I searched for the problem on google and I saw on your forum that there were several people with the exact same problem as me.
Automatic translation:
Public
Public
1 month ago
Dear c.mario00,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
Regarding the closure of your account, when was the last time you wrote an email to the casino requesting the explanation of their decision to close your account?
What types of games did you play?
Did you accumulate your winnings with or without a bonus?
Thank you in advance for your patience and understanding.
Best regards,
Veronika
