Instant Casino - Player's withdrawal is delayed.

I withdraw RM 318.18, but is still pending and i even email them but no reply

Dear Paan9967,

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,

Kristina

Alright then ,in that case i'll wait , thank you. I will update if anythings happen

They kept refunding my withdraw into my account , this is the second time

without any history of me trying to withdraw

Still not getting my withdrawal btw

Thank you for your reply, Paan9967. 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?

Thank you.

No i have not made any successful withdraw. Yes i've finished my kyc already and no i did not claim any bonus

It's almost a month already , i can't withdraw my wins and they keep telling me there is still no update on my case. Why oh why are you guys giving this casino a high rating ?They clearly don't even want me to withdraw

Could you 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.



They keep telling me this , that the beneficiary name was wrong and i can send you proof that i entered my full name correctly and i can even send my bank statement that it is my account. They keep saying what i entered doesn't match my banks name. Keep repeating the same excuse.

This is the last email i recieved. I even sent them a video what i entered when i submit the withdraw and this is what they respond. Still the same excuse.

Thank you very much, Paan9967, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Paan9967,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Instant Casino representative to join this conversation and participate in resolving this complaint.

Dear Instant Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

My request for withdrawal has been officially approved today but not yet credited into my bank. However, I am experiencing difficulty in understanding the exact reason for the delay. I have diligently reviewed my personal information numerous times, specifically my name, as the casino has indicated a discrepancy with my bank's name. Should you wish to review the casino's response, it is evident that there may be intentional delays in the process.

I have had enough with this company. This has been going on for too long. I thought it was approved couple of hours ago turns out it's not. Now this problem ? Keep the money then , i don't want to care anymore. Clearly they're doing this on purpose. Disgusting

This from latest customer service, they said they request a video recording of my withdrawal which i alread went through couple weeks ago and they said there was nothing wrong and try to check for a typo or misspell.

Here is proof that i already went through this cerade and had to wait 5 days for them to investigate and i even added my bank statement. What they came up with is that maybe there is a misspell or typo. I really don't care anymore but just giving a heads up for those who want to here from a foreign country. Just don't , you can go read what i went through. Even the chinese did better than this.

I bet that the casino reply will ask me to comply and send them another screen recording

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

For the better , avoid them doing this to other people

So much has happened is this week, but this is my last attempt. I withdraw, they say it is successful and the money bounce back to my account and count it as a deposit

just consider this as an unresolved problem , do not let anyone else be a victim of this scam. This is the second time by the way, this has happened before

I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eAnjouan Gaming Authority (File a complaint - Anjouan Gaming) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru