Instant Casino - Player's withdrawal is delayed due to verification issues.

After I made a withdrawal, I was asked via email to verify my account by sending documents. Unfortunately, I can't find any section within my gaming account where I can upload them. They asked for a screen recording while I was making the withdrawal to verify that the upload section was indeed missing. I've sent several emails but never received a response. In the chat, they do reply, but their answers are not thorough; they only tell me they are working on my case. They haven't provided an alternative method for me to send the documents. This issue has been ongoing since August 5th. Please help me; I've played a considerable amount of money and would like to retrieve my winnings.

Dear serranoalessia3,

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. 

• Do I understand correctly that you have not provided any documents yet?
• Did the casino refuse to accept documents sent via email or other alternative option?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

different chats but the answers are always the same and I have many others

I have already provided a paper document and a bank statement to verify my identity for the withdrawal prior to this one which was successful through the famous section that they ask me for which I no longer have today.

They keep giving the same answers over and over again without solving the problem.

Is it possible that documents cannot be sent via email?

If the section never appears I won't get the money.

Thank you very much, serranoalessia3, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.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.  

Dear serranoalessia3,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Instant Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Instant Casino,

I am writing to request detailed information regarding the ongoing issue with a player’s withdrawal. Specifically, I would like to understand the reasons behind the delay in processing the withdrawal and the challenges related to the submission of the player's verification documents.

Could you please clarify the nature of the problem with the submission process? It is concerning to hear that the player’s casino frontend does not offer the option to upload these critical documents. If this is indeed the case, how has this situation occurred? Furthermore, if there is an issue on your end, I would appreciate an explanation as to why this process is being delayed and why an alternative method for submitting the verification documents has not been provided.

Thank you for your prompt attention to this matter. I look forward to your response and a swift resolution to this issue.

Best Regards,

Kubo

Hi there, 

Our technical team is actively investigating this matter.

We appreciate your understanding and will provide an update as soon as the issue is resolved.

Thank you for your patience.

Kind regards, 

Instant Casino Team

They always give the same answers.

Thanks for your help

Dear Instant Casino,

Could you please provide an update on this case? Specifically, I would like to know the findings from your technical team and the expected timeframe for resolving the issue.

Thank you.

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.

Hi there,

The technical issue has been resolved.

Kind regards,

Instant Casino Team

Dear Instant Casino,

Thank you for your prompt response and for resolving the issue.

Dear serranoalessia3,

Could you please confirm whether you have successfully submitted your verification documents and proceeded with the withdrawal of your funds?

Dear serranoalessia3,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo