Instant Casino - Player's account has been closed with funds confiscated.

I have been trying to withdrawal my 1000 since January 2.2025. It was already deposited back into my casino account on the fourth instead of my bank and after I withdrew it a second time they closed my account and have kept my funds!!!! They will not answer my email or respond to me on the live chat as it won’t even open. I have sent in all my verification documents

Dear MeganBurden,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• When did you deposit in the casino?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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,

Tomas

Hi there I closed my account because I was gambling too much and then decided to open a new one on my other email so my original account was closed but it was closed with $1000 left in withdrawal and they will not fix my email which they entered as CON and not COM for me to receive my funds. They do not respond to my emails from my account associated with the 1000$ withdrawal and they just say the same generic response in chat. I play the slot game rising rewards and I was not using any bonus money I never had a bonus from this casino. I also included the email from GIGADAT that states they entered my email wrong and will not fix it so I can receive my money.

They are asking for bank statement to prove that I didn’t receive the e-transfer and the proof is in the email from the platform that they use for transfer called GIGADAT. I have provided this and they still will not pay me! They are now asking for a bank statement to show I never received it and how will that prove anything when there was nothing sent for my bank to reject??

They do not respond to any emails all they do is say the same thing in the chat

Thanks for your patience.

First, let me emphasize opening multiple accounts is prohibited on most online casinos. Creating an account if you used another one before, will be considered a breach of rules, and the consequences might range from account closure to balance confiscation. I would advise you to abandon such practice in the future. If you wish to play in the casino again, it's preferable to contact the casino support and ask for the reopening of the account.

If you deliberately opened a new account, while being aware of previously having an old account in a casino, we might not assist you with recovering winnings from your new account.

Please note that in cases when the withdrawal is processed and doesn't reach your bank account, the casino will ask for a bank statement confirming the money didn't reach you before launching an investigation.

If your winnings still haven't reached your bank account, I would strongly recommend you provide the casino with your bank statement as proof. Please let me know about your decision about any further developments.

Dear MeganBurden,

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.