HomeComplaintsInstant Casino - Player’s winnings haven’t been received yet.

Instant Casino - Player’s winnings haven’t been received yet.

Amount: €4,240

Instant Casino
Submitted: 16 Jan 2025 | Case closed : 12 Feb 2025
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The Complaints Team had extended the investigation period by seven days; however, due to the player's lack of response to inquiries, the complaint was rejected. The player was informed that the complaint could be reopened at any time.

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I made withdrawals, and the casino advertises instant payouts. But nothing happens instantly – this is fraud. They keep coming up with new excuses not to pay out.


Today, I received a message from support claiming it has something to do with my deposits. My account is verified, and all the information I provided is correct. I’ve withdrawn twice before, and each time it took too long. Now they are refusing to pay out at all.


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Dear GPI1pSna,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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Now I recieved that message:


Hello,

 

This is regarding your verification.

 

Upon reviewing the document you provided about your proof of address verification, our dedicated team advised your utility bill didn't meet our criteria and requested new one to be provided.


We kindly remind you that we accept Utility Bill as Proof of Address. This can be an electricity, water, gas, or internet bill and should be under your name and issued in the last 90 days. The document must be in its original PDF format or a picture of an official physical copy.

 

If you have any other issues or concerns, please don't hesitate to get in touch with us.


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

 

Kind regards,

 

Welton

Instant Casino Support


but my account is verified.


file

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They are simply fraudsters. This casino should be avoided.


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Dear GPI1pSna,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

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Dear GPI1pSna,

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.

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Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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