The player from Sweden encountered issues with withdrawals, as a total of 2,500€ and 1,400€ were sent back to their play account instead of their bank account. The player provided multiple transaction IDs for reference. The player stated that this was his first withdrawal and expressed confusion over the KYC verification process, noting that he had played with real money and not a bonus. The complaint was resolved when the player confirmed that he had received the funds, leading us to mark the complaint as 'resolved' in our system.
Instant Casino - Player's withdrawal has been delayed.
Amount: €2,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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2 weeks ago
Dear hais95091,
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 made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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.
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2 weeks ago
Translation
it's my first withdrawal. I don't know how to confirm I passed the KYC verification everything shows that I passed it. They themselves tell me that they have paid to my bank but after a few days I find the money in my gaming account. I played with real money not bonus
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2 weeks ago
Translation
yesterday I made a withdrawal of 2000€ it took more than 24 hours and they haven't processed it now so I'm not sure about the withdrawals for the 3 withdrawals I've made so far and I haven't received the money and no information about why I got it back before
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1 week ago
Thank you for your reply, hais95091. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 week ago
Translation
Hey, you can close my case because I got the money today.
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1 week ago
Dear hais95091,
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,
Kristina
Casino.Guru
