Instant Casino - Player's winnings are delayed.

Hi,

I had an open account with Instant Casino but emailed them requesting to close my account.

however, upon waking up the next morning I sent an email to say I wish to keep account open as I had a change of heart.

in the meantime, I had deposited €50 and placed a bet. However, as the day went on the casino got to my original request to close account and actioned it.

the open bet then turned out to be a winner and returned between 90-95 euros (can’t remember exactly).

I asked if account could be reopened on live chat and they advised me no which is fine but I just requested to have my account balance returned to me.

I contacted the casino to request this and they keep telling me it’s been passed to the relevant team and being reviewed but as yet I’m receiving no updates.

also, the bank I had set for withdrawals on my account had been upgraded so I provided them with my new bank details along with photo ID to verify this in email and they confirmed it’s still under review.

as yet I have not had an update, all I want is my account balance returning to my new bank details that I provided.

Dear TheOwl,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify the reason you provided to the casino for closing your account? Did you indicate a specific period for which you wanted your account to be closed?

Did the casino request new identity documents for verification from you, or did you send these documents on your own initiative?

When was the last time you communicated with customer support, and what was the nature of that communication?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

I requested to close my account as I wished to take a break from gambling after a few losses. I did ask them not to allow me to reopen it so I have no issues with them persisting with this.

as I said that my bank account had been upgraded, the casino requested a statement confirming my new bank details along with front/back of my ID and an image of me holding the ID. I provided all these via email as requested.

My last communication with them was yesterday asking for an update but it was the same response stating it has been sent to the relevant team who are looking into it as requires more ‘technical time’. I have been advised similar each time I ask for an update so feel like I’m being lied to.

I have no problem with my account being closed I just wish to have the balance on my account returned to me into me new bank details.

These funds have now been received. Therefore, case can be closed.

Dear TheOwl,

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