The player from Germany had a confirmed balance from the casino after requesting account deactivation and providing payment sources and proof of salary. Despite confirmation from support that his case was being processed, he had not received any updates after four days and had submitted multiple screenshots and emails with no response. After persistent communication with the casino and the Complaints Team, he reported that the remaining balance of €3,354.65 had finally been received. The issue was marked as resolved in the system, and the Complaints Team expressed appreciation for his cooperation.
Instant Casino - Player's withdrawal is delayed.
Amount: €9,354
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
3 weeks ago
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1 month ago
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I have a confirmed balance from support, which I won after requesting to deactivate my account. I had previously provided the casino with my payment sources upon request, along with proof of salary. Four days later, support confirmed my balance and that the case would be processed by the relevant department, but no update has been received yet. I have submitted several screenshots and emails to support, but no response.
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1 month ago
Dear Zodiak,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to help clarify your situation.
- Could you please specify the exact date when you closed your account?
- Could you kindly provide the reason for the closure of your account?
- When was the last time you submitted any identity documents to the casino for verification?
- Are there any documents that have not been checked by the casino or sent by you?
I hope we will be able to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 month ago
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Hello, I submitted an application to delete my account on March 10th. The deletion was then deleted on the morning of March 12th, 2025, despite a remaining balance of €9,354.65! My account is verified, and withdrawals have always been problem-free up until then! Even on March 11th, 2025, €500 was transferred to my account immediately after I submitted my application. My pay slip was sent upon request on March 12th, 2025, before the deletion! The reason for the deletion was that the cashback amount was often lower than what I had deposited, despite no winnings.
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1 month ago
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My next question would be: Your live chat confirmed my balance and that everything is correct, and that support would check. I've sent 20 emails to support and reminders (10x)! Not a single response so far! The question is why the money was transferred immediately after the request on March 11, 2025, and now we suddenly have a problem! As a precaution, I've passed the data on to my lawyer, which I don't really want to do. I want a proper solution here. I've paid in properly and won regularly.
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1 month ago
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To correct: The account deletion was done on March 12th and not the deletion.
Regarding cashback, I think that the cashback payouts were, according to my calculations, less than 10%
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1 month ago
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Addendum: They only asked for proof of my sources. I provided them with my credit card statements and payslips. Withdrawals always went smoothly in the past! You yourself state that verifications are completed within 24 hours. We are now on day 4, and your live chat tells me there is still no update from the responsible department! My balance, as well as my two previously requested withdrawals of €2,500 and €3,500, are active and are being processed. The payout of the remaining balance of €3,354.65 in my player account has also been confirmed. This was also confirmed to me via your live chat.
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1 month ago
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I'm attaching further confirmations. The live chat refused to provide me with the transaction numbers for the two withdrawals I've already requested.
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1 month ago
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Hello Victoria,
They even sent me the two transaction numbers, but I haven't received any money, and I still haven't received any response from support. See screenshot! The two transactions are €6,000, so the remaining balance is €3,354.65, and thus a total of €9,354.64, as stated, which I'm desperately waiting for.
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1 month ago
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And now comes the real highlight. Support sent me the following response via email from Cleo, who also responded to me via live chat! See screenshot
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1 month ago
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Hello! €6,000 was transferred to my account today, and I'm currently inquiring about the remaining balance and will keep you updated here. As of now, the casino still owes me €3,354.65.
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1 month ago
Thank you for keeping me updated. I am glad to hear that you received the first part of your winnings.
Have you received any news regarding the remaining withdrawal request? Please note that generally, we recommend players wait up to 14 days for their withdrawal requests to be processed and paid by the casino. Thank you for your patience and understanding.
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1 month ago
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Hello Veronica,
As of now, €3354.65 is still missing - but I am in close contact and will keep you informed.
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1 month ago
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Update: I still haven't received any payment for my remaining balance - I'm just being fobbed off with the statement that it's still being checked!
DAY 12 of waiting even though everything is okay
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4 weeks ago
Please forward me the most recent communication between you and the casino regarding the investigation of your winnings at veronika.f@casino.guru, or post screenshots here.
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4 weeks ago
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Attached is the last email from yesterday - Day 15
the answer is always the same
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4 weeks ago
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Unfortunately, I can't upload any more. I still have two photos from this morning's chat. They're putting me off again, and they're showing understanding. This is a joke and absolutely unprofessional.
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3 weeks ago
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Hello! Still no money! According to Instant Casino, my payment has been processed and I should contact my bank! But I'm not getting any transfer details, so how is my bank supposed to verify this? Please take action.
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3 weeks ago
Thank you very much, Zodiak, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 weeks ago
Dear Zodiak,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Instant Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet paid off?
Thank you in advance for providing the information.
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3 weeks ago
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Hello! I'm still being fobbed off, and they're not providing me with any information like transfers or dates! No bank in the world can verify that! I've now filed a complaint (again) and asked if I should send bank statements as proof!
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3 weeks ago
Dear Zodiak,
I understand how frustrated you are. Any prove is good! So please send me (martina.b@casino.guru) and them your bank statement proving not received any money.
However, I contacted Instant Casino just yesterday, so I want to encourage you to be patient and let´s give them some time to review everything and make a statement.
Thank you Zodiak.
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3 weeks ago
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Hello! I've already done all of that... now I'm getting this response again
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3 weeks ago
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However, I was previously informed that it was allegedly paid
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3 weeks ago
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And how is my bank supposed to investigate without concrete data? I've run out of patience, and as of April 4, 2025, I have a new bank account! Then it all starts again from the beginning if payment isn't made! I just received this response, which I don't understand. If my bank account no longer exists, the money automatically goes back to the sender and is debited back! But as far as I know, it hasn't even been transferred yet! It's all vague, and I haven't received a transfer number either.
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3 weeks ago
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I've tried several times now to be specific! My patience is at an end! My wife has cancer, and I desperately need the money.
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3 weeks ago
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You are simply kept waiting with vague statements
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3 weeks ago
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This is all stalling and dubious
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3 weeks ago
Dear Zodiak,
and when did you get these messages? I understand that it seem doubtful, however, I encouraging you to wait those few days. It may not take whole 5 working days. Keep checking your bank account and please keep me informed whether or not the money arrived.
I believe at this point, it is only a matter of time before the payment reaches you.
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3 weeks ago
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Hello, I have been receiving these messages of the same form for 10 days
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3 weeks ago
I see, so in that case it´s understandable you are skeptical. I will try to contact them again, but this time outside of this tread, and we will see.
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3 weeks ago
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Hello! The money has just arrived! Thank you
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3 weeks ago
Dear Zodiak,
That´s wonderful news! Thank you for letting me know! 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,
Martina Bennett
Casino.Guru
