Instant Casino - Player's cashback amount is incorrect.

I received €37 in cashback for the April 7–13 period, but this does not seem correct.

I deposited and lost €1400 on April 10. While I made a €1200 withdrawal on April 9, that was prior to this new deposit and should not impact the net losses from the €1400 I lost during the eligible cashback window.

Since the €1400 loss happened within the correct cashback period, and cashback rate is 10%, I should have received €140. Please review this why I did not receive the correct amount.

Dear Mourad,

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.

Have you received any additional bonuses or promotions during the cashback period that might affect your net losses?

Could you provide screenshots or documentation showing your deposit and withdrawal activity for that week?

Have you contacted the casino's customer support regarding this issue before? If so, what was their response? Send emails or chat transcripts to my email at [email protected], 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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Have you received any additional bonuses or promotions during the cashback period that might affect your net losses?

No, I did not received any bonuses or promotions.

Could you provide screenshots or documentation showing your deposit and withdrawal activity for that week?

See screenshots bellow zoom in please.

deposited and lost €1400 on April 10. While I made a €1200 withdrawal on April 9, that was prior to this new deposit and should not impact the net losses from the €1400 I lost during the eligible cashback window.

Bonus policy see bellow

("For example, you get unlucky, and you lose €500. At the beginning of the week, we give you €50 back in cash (€500 X 10% = €50). ")

They keep saying

Hello,

Greetings from Instant Casino! 

Please be advised that cashback is automatically credited by the system and it is calculated based on the total amount of your net losses for the week.

We wish you a great rest of your day and remain at your disposal.

Which is absolute not correct and wrong calculated.

Dear Mourad, to help us fully investigate and support your complaint, please request your full game history in Excel format from the casino. This document should cover the entire cashback period from April 7 to April 13 and include all deposits, withdrawals, bets, wins, and losses.

Once you receive it, please send the file to [email protected] so we can analyze it and better understand how your cashback was calculated.

Ignore the cash back there is other problem, Payment delay 600 EUR see my message please.

I would like to file a formal complaint against Instant Casino due to an unacceptable delay in processing my withdrawal.

I have now been waiting for over 10 hours, whereas all my previous withdrawals — more than ten times in total — were processed within a maximum of 7 hours. This time, however, the delay is unusually long and deeply frustrating.

I have also sent multiple emails to Instant Casino’s support team/complaints, but I have not received any helpful response or explanation for the delay.

Please note that I did not use any bonus, and I had to make several deposits in order to achieve this win — which makes the lack of communication and the long wait even more disappointing.

I wont this on roulette (live casino games) and slots

I kindly ask for your assistance in contacting the casino and helping me receive my rightful payout as soon as possible.

Withdrawal ID: b07e0406-f4e5-4a88-bba8-************ (500 EUR)

Withdrawal ID : db9601a1-f31a-4738-8072-************ (100 EUR)

Please see you're email Dominika, about payment delay withdrawal 600 EUR

And also ignore the cash back now its not relevant any more.

I like to change this topic now to, Payment Delay Amount 600 EUR

Sorry the amount have changed 500 EUR i have played the other one of 100 EUR

So I am still waiting for pyament ID: b07e0406-f4e5-4a88-bba8-************

Dear Mourad, have you received the money?

Dear Mourad,

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.

You can close it

Dear Mourad,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru