The player from Germany had deposited approximately 522 euros in Bitcoin at the casino, which had been debited from his account but not credited by the casino. Despite providing evidence of the transaction and confirming with the payment provider that the funds had been received by the casino, communication from the casino had ceased. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to further inquiries.
Instant Casino - Player’s deposit has disappeared.
Amount: €522
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
2 months ago
Public
Public
3 months ago
Translation
Dear Guru Team,
About a week ago, I deposited approximately 522 euros in Bitcoin at the above-mentioned casino, which I can prove.
It was clearly debited from my account and successfully credited to the casino. However, the casino claims they did not receive the money.
I have sent all the evidence to the casino, but they have stopped responding.
I have sent hundreds of emails, but received no reply.
From reading the reviews, it seems common for the casino not to credit funds.
Please help me get my money back.
Best regards,
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Public
Public
3 months ago
Dear Robin1989,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
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3 months ago
Translation
Dear Veronika,
this has nothing to do with the payment provider. The payment provider assures me that the money has been credited to the casino.
I'm attaching a few screenshots. They show my wallet at the casino - I've always sent money to this address. And it's always arrived. But now, suddenly, 522 euros have disappeared. You can clearly see from the screenshot that the money was credited to the dealer.
I'm attaching a screenshot showing the other deposits. I always sent them to this address. And when I read the reviews about the casino, it seems to be a common practice for some players' money to disappear.
In the first picture you can see my wallet address at the casino. The second picture shows the deposit that apparently didn't arrive. In the last picture you can see the deposit with the same address. Strangely enough, this deposit arrived!
Please help me!
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3 months ago
Translation
I have now contacted the casino's payment provider again.
I finally received confirmation from them that the casino received the money. I informed the casino about this, but I didn't get a response and the money was not credited to my account.
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3 months ago
Thank you for the information.
Could you please forward me the communication between you and the casino regarding the lost deposit? My email address is veronika.f@casino.guru.
When was the last time you communicated with the casino regarding the uncredited transaction?
