The player from Germany has requested a withdrawal of €1,600 from Instant Casino, but after more than 10 business days, the funds are still not received. Despite multiple communications with customer support and providing requested documents, including bank statements, the player faces constant delays and additional demands for evidence.
Instant Casino - Player’s withdrawal is delayed by the casino.
Amount: €1,600
Instant Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 2h 48m 11s
Case summary
21 hours ago
Public
Public
2 weeks ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against Instant Casino. Despite requesting a withdrawal of €1,600, I have not received the funds after more than 10 business days. I have communicated with customer support multiple times, but each time they come up with new excuses. Most recently, I was asked to send bank statements as evidence, which I have already done.
I find these constant delays and the demand for unnecessary documents to be unjustified. I request your assistance as I have submitted all the required documents, yet the casino continues to delay my withdrawal.
Thank you very much for your help.
Automatic translation:
Public
Public
1 week ago
Dear Sulito1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Have you made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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1 week ago
Translation
Dear Kristina,
Thank you for your message and inquiry.
- I requested the withdrawals of 500 EUR and 100 EUR on September 11, 2024. They were also confirmed to me in the chat by customer support, as you can see from the attached screenshots.
- No, unfortunately I have not received a successful payout from the casino yet.
Despite the confirmations from customer support, the money has unfortunately not yet arrived in my account.
Thank you in advance for your support!
Best regards,
Sulito1988
Automatic translation:
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5 days ago
Thank you for your reply, Sulito1988. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you accumulate your winnings with or without an active bonus?
- If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you in advance.
Casino Guru is examining the case
