The player from Italy had trouble withdrawing €450 that he requested on February 18th. Although he had completed a verification request and successfully received other smaller withdrawals, the €450 had not arrived even after 8 days, causing concern. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.
Instant Casino - Player's withdrawal is delayed.
Amount: €450
Instant Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Good morning, this is the first time I've asked for help so externally because I feel like I'm living in a surreal situation.
On February 18th at 2.22pm I made a withdrawal request of €450 on the site, and having already made other withdrawals where everything went well I expected them in the account after a short while or at least after a few days.
This withdrawal does not arrive as fast as the others but around 00.15 I received an email from support in which I had to verify my account which I did without problems and I think that maybe the withdrawal had not arrived because of this verification request and I wait.
Nothing happens and in the meantime I make another withdrawal request of €180 at 03:24 on 19/02 of another winnings, which is credited to my account in a few hours.
(after this request there was also another withdrawal request of €30 on 23/02 which was also successful and was paid after a few minutes)
So I wait a bit and then contact customer service because I'm a bit worried, they tell me that on their part it was processed that it takes up to 5 working days, now 8 days have passed and there is absolutely nothing in the account; despite the fact that in the meantime both from that site and from others I have continued to receive withdrawals requested obviously after the request for € 450 so no problem with the bank.
Please help me because I'm a little sad about this thing, in the documents I attached you will have the screenshots of the movements on the site, a bank report in which there are all the withdrawals but not what interests me
Automatic translation:
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1 month ago
Hello Susvizzeru96,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
So let's go in order, I requested the withdrawal of €450 at 2.22pm on 18/02, around 00:30 on 19/02 I received the email asking for account verification which I did via live chat no later than 02:00 on 19/02; so only a few hours after the withdrawal request.
The accumulated winnings that I requested to withdraw were only with real money, not with bonuses.
The last email I received yesterday always regarding this withdrawal for which I was asking for explanations. This morning I sent another email to urge because in fact, 8 days have passed and the fact that all the other withdrawals arrived after a maximum of a few hours without problems, both withdrawals before the verification and after, makes me worry.
Automatic translation:
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3 weeks ago
Hello Susvizzeru96,
As the recommended period of 14 days for any withdrawal has now passed, can you please advise if the payment has arrived?
If still not, we will try to intervene.
Awaiting your response.
Regards,
Nick
