Instant Casino - Player’s account has been closed without explanation.

I created an account today at Instantcasino, verified myself, all ok. I made 6 deposits totaling 300 euros. Eventually, I won and requested a withdrawal of 600 euros. My withdrawal hadn't even been processed after several hours, so I played a bit more and won another 500 euros. This withdrawal wasn’t processed either, so I kept playing and won an additional 600 euros.

I made a total of three withdrawals totaling 1700 euros (about 19000 SEK).

I emailed support asking why it took so long to process my withdrawals, but received no response all day. I emailed 5 times (they still haven't replied).

I went to the chat and asked why it was taking so long and got kicked out of the chat. I tried logging in again but discovered I couldn’t log in. I wrote in the chat again and asked why I couldn’t log in, and they replied that they had closed my account. They didn’t tell me why.

I’ve tried getting help in the chat 8 times today, and I keep getting the answer that someone will contact me. When I asked what the department responsible for my money is called, I was told they don't have a name, and the person in the chat doesn’t know (I’ve saved all the chats).

So, the casino closed my account without reason or explanation, took my deposits, took my withdrawals, and ignored me via email (I emailed both the customer service and complaints email).

I suspect there is no one actually working in these departments as they seem made up.

I have reported this to askgamblers and Curaçao complaint management.

Hello Flaxiflax,

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 since when is your account fully verified? 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?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi, it was real money (no bonus money).

I chatted with them yesterday, they just reply that "someone will contact you", they reply over and over, but no one contacted me.

No, a withdrawal should not take that long. Max 24 hours according to them. But the problem is that they have closed my account without telling me why, and now they are not going to pay my withdrawals. They closed my account because I made a withdrawal (I've read about several people who have had the exact same thing happen to them).

this is a casino that doesn't want to pay big bucks but just cheat people on deposits

I verified my account when I opened it with code alone, but I never got the chance to verify myself at the checkout with anything else to prove my account, because they closed my account without explanation.

Hi, I chatted with them again, this is proof that the company is not honest. The first guy in the chat says that my payments are made and that I should contact my bank, I understood art one was a lie because I haven't received a single email that my withdrawals are on their way. All of a sudden a new person enters the chat saying that they haven't paid out any money at all (I have saved all the chats)

I got my money now, but still no explanation to the closed account and no one answered the emails or contacted me.

stay away from this casino. Case closed.

Dear Flaxiflax, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru