The player from Germany had experienced issues with her first deposit at Instant Casino. Despite having provided screenshots of the bank transaction, the casino did not accept the evidence and requested different proof. After several communications and delays in obtaining a bank statement, the player successfully submitted the required documents. Following this, her payment was processed, and the issue was marked as resolved by the Complaints Team.
Instant Casino - Player’s deposit has not been credited.
Amount: €21
Instant Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Yesterday, I made my first deposit at Instant Casino—20 euros plus a 1 euro fee.
The transaction was done via real-time transfer.
When my balance was not updated, I contacted support and sent all screenshots of the bank transaction.
The Casino’s response was if I had indeed made a deposit, I would need to prove it differently.
Screenshots, receipts, and scanned documents would not be accepted.
Currently, I can only prove it with my bank's screenshots.
Every other casino has accepted screenshots, but this one does not.
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3 months ago
Dear brigittegettmann,
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
I wrote to support again yesterday and I really want a bank statement in PDF format, and unfortunately that is not so easy for us. I get my statements online once a month and I cannot create them myself, which means I have to wait until September to be able to submit these things.
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3 months ago
Could you please specify if you contacted your bank, i.e. Sparkasse, regarding the status of your transaction?
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3 months ago
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Hello, yes the payment was made via Mandiato and has not been returned yet. I can prove this with screenshots.
I have tried to contact Mandiato twice but have received no response.
I have tried several times to contact the casino, but they remain stubborn; they want to see from a statement that the amount was actually transferred, even though it can also be seen from an SS.
That means I have to wait over 3 weeks until I get my statement from the bank, for me it's all nonsense, other casinos have always accepted SS when there were problems
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3 months ago
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Quick update: my transaction was always pending, but now I can't find my transaction anymore
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3 months ago
Do you have any screenshots from your transaction history in your casino profile showing that the deposit was pending? Also, kindly forward me all the communication between you and the casino as well as your payment provider regarding this issue at veronika.l@casino.guru. Thank you.
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3 months ago
Translation
Hello No, unfortunately I don't have screenshots of the transaction history, and when I wanted to look at it again a few days ago, the transaction list was empty and my deposit disappeared as pending.
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2 months ago
Thank you for your email. Would it be possible for you to provide the casino with a bank statement starting from the date you made the deposit to the casino up to today in PDF format as requested?
Also, the deposit payslip should be a single PDF document showing all the necessary information the casino needs to track the transaction.
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2 months ago
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Hello yes but this is only possible in 1 week because before then I can not get this
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2 months ago
I understand your situation. We can wait until the end of this month for the statement from your bank. In the meantime, you should still be able to download at least the deposit payslip. If it's not possible to do this from your phone, I recommend logging into your internet banking via a computer.
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2 months ago
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Hello
I have just submitted everything to the casino, including my bank statement.
Then let’s wait and see
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2 months ago
Thank you for the information. Has the casino checked your bank statement yet?
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2 months ago
Translation
Hello, yes, after submitting the documents I received my payment yesterday.
Thanks so much
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2 months ago
Dear brigittegettmann,
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,
Veronika
Casino.Guru
