The player from Germany had requested a withdrawal of €2250 on August 8th and received confirmation that the funds were sent on August 10th, but she had not yet received the money. Despite weekly inquiries and providing account statements, customer support only advised her to be patient. After two months, she received a message from the casino stating that the funds had been credited back to her account, allowing her to attempt the withdrawal again. Ultimately, she successfully received her winnings, and the complaint was marked as resolved.
Instant Casino - Player's withdrawal is delayed.
Amount: €2,250
Instant Casino
Safety Index:Below averageSafety Index
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5.3
Instant Casino has a Safety Index of 5.3, 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
2 months ago
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2 months ago
Translation
Hello everyone,
On August 8th, I requested a withdrawal of €2250, and on August 10th, I received an email stating that the money had been sent.
As of now, I have not received anything. I contact customer support weekly and have sent them all my account statements since that day. However, I keep getting told to be patient.
Perhaps you can help me here.
Regards, Jesel
Automatic translation:
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2 months ago
Dear Jesel,
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
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2 months ago
Translation
Good morning,
Thank you very much for your efforts and thank you for the answer.
a verification has taken place and was successful.
I have never played there with a bonus and have also received payouts that were in my account within a day.
Best regards
Jesel
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2 months ago
Thank you for your reply, Jesel. Could you please advise when exactly you received the last successful withdrawal? Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
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2 months ago
Translation
I received the last payment of 100€ on September 3rd.
and before that, on August 6th, there were 2 payouts of €900 and €280.
everything by bank transfer.
I also requested my missing payment via bank transfer.
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2 months ago
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.
Additionally, 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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2 months ago
Translation
Thank you for your message.
I received the following message from Instant Casino today
Hello,
Greetings from Instant Casino!
Please note that we are using a translator, so we apologize for any misunderstandings.
Please note that the funds have been credited back to your account so you can try withdrawing again.
We wish you a nice rest of the day and remain at your disposal.
I'll try to send it to my account again. As soon as I know anything new, I'll let you know.
Best regards
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2 months ago
Translation
Hello everyone,
thank you very much for your great help.
I finally received my money today after 2 months.
I am so happy!
thank you and best regards
and to everyone else —> don’t give up!
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2 months ago
Dear Jesel,
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
