The player from Germany faces a withdrawal issue after her joint account was closed without notice. She provided the requested documents for her payout of 1000 euros, which was declined, and after attempting to resolve the issue, she was logged out of her account and now cannot access her winnings of over 1800 euros.
Instant Casino - Player's account has been closed unexpectedly.
Amount: €1,800
Instant Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for casino to reply
3d 22h 12m 30s
Case summary
3 days ago
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3 weeks ago
Translation
I've been playing at this casino for quite some time. Payouts for small amounts have always worked perfectly until today, when I won a larger amount.
Yesterday, I wanted to withdraw 1000 euros, and of course, they wanted the appropriate documents from me, which I sent. I was informed that the documents would be forwarded to the relevant department.
Shortly after, my withdrawal was declined without any reasons, and the amount of 1000 euros was credited back to my wallet. In the meantime, I won several hundred euros more, bringing my total amount to a little over 1800 euros.
I then contacted support, and they told me there were issues because the account in question is a joint account shared between me and my husband.
To resolve this, they asked me to send a selfie with my ID and my husband to send a selfie with his ID. Additionally, they needed a statement from my personal account, where the payout should be sent, which has always worked fine before.
While I was uploading the documents, I was kicked out of the chat and logged out of my account. I tried to log back in immediately, and behold, logging in was no longer possible. My account was simply closed, and now I can't access my winnings.
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3 weeks ago
Dear brigittegettmann,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that you have not received any updates regarding your verification since you've lost access to your account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Translation
Hello Kristina
I won the amounts through slots.
It is true that there was no verification when I opened my account, and there was no button where I could do this, only now after I won.
I won without a bonus.
And now comes an update: the casino has voided my winnings because I violated terms and conditions and I shouldn't have used the joint account, but it's still my account because I have my own bank card and my salary goes into this account.
Every other casino has recognized this account.
And if the winnings are invalid then all my deposits are also invalid, I wouldn't have been allowed to use this account either.
If verification had been carried out beforehand, I would not have made any deposits
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3 weeks ago
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I have written to the casino several times and tried to make it clear that I am the same account holder and do not share the account with anyone else, and that is something completely normal in a marriage these days.
I then asked the casino to refund my deposits because I believe that if this payment method is not valid then my deposits are also not valid.
Then another message came and the casino no longer responds to anything else 
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3 weeks ago
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New update my account has been closed again because there is a new review, but I have little hope and I don't believe in miracles
Vg
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2 weeks ago
Thank you for your reply, brigittegettmann. We believe it is perfectly fine to use a joint account to deposit in any casino if you can prove you are one of the legitimate owners of this account.
Could you please provide evidence that this account also belongs to you? Did you send this evidence to the casino?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 weeks ago
Translation
Hello Kristina
Yes, I am in constant contact with the casino and have forwarded this receipt showing me as the account holder several times, but they are of no interest. Since the last message that there is another check, there has been no response.
I will pass everything on to you.
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2 weeks ago
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Dear Kristina
I sent you everything by email.
Vg and thank you
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2 weeks ago
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Just a quick note: I have used the joint account in other casinos and no one had any complaints about this account, everyone accepted it and paid out my winnings without any problems.
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2 weeks ago
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Another quick update: my supposed re-verification has been going on for 4 days now and has been blocked since then.
Even after repeated requests there is no further feedback
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2 weeks ago
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After the renewed verification that I was promised days ago, no more messages from the casino, no replies to my emails, if they even arrive at all, and my account is still blocked.
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2 weeks ago
Thank you very much, brigittegettmann, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 weeks ago
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Thank you very much, I also hope that I will still get my winnings which I won through fair means
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1 week ago
Hello brigittegettmann,
I'm Michal, and I have taken over your complaint. I have reviewed your case and as my colleague Kristina mentioned, as long as you can sufficiently prove that you are the legal co-owner of the joined account from which the deposits were made your winnings should be paid. I will contact the casino to shed more light on this matter.
We would like to invite Instant Casino to join the conversation.
Dear Instant Casino,
We understand the importance of players using payment methods registered in their own names. However, it is worth noting that joint accounts are frequently utilized, as appears to be the situation here. Provided that the player can demonstrate their legal co-ownership of the account and confirm that the deposited funds belong to them, we believe that the winnings should be disbursed accordingly. If the player was determined to be in violation of any other of your policies, I kindly request that you share any relevant evidence with me at michal.k@casino.guru
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1 week ago
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Hello
Yes, I can definitely prove that I am a legitimate account holder, as I have already shown Kristina.
What I don't understand is that it is claimed that I used an invalid payment method. If that is the case then in my opinion all my deposits would be invalid, after all, we are talking about over 800 euros that were deposited.
If verification had been carried out from the start, I would not have made these deposits; instead, small winnings were paid out to me immediately without further verification.
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3 days ago
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.
Instant Casino has 3d 22h 12m 30s to reply
