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

I am writing to formally lodge a complaint against Instant Casino regarding their unreasonable and excessive verification requirements, which have resulted in the prolonged withholding of my withdrawal funds.

Summary of the Issue

I recently requested a withdrawal from my account with Instant Casino. However, the casino has refused to process my request, citing verification requirements. They are specifically demanding a photo of a bank card that I have reported as lost.

I have provided the casino with ample documentation to verify my identity and ownership of the lost card, yet they continue to deny my withdrawal request without justification.

Details of the Evidence Provided

To comply with their verification process, I have submitted the following:

A copy of my valid passport.

A bank statement showing my account linked to the lost card.

A statement from my bank confirming that I am the cardholder and that the card has been lost.

A selfie photograph for identity verification.

Despite these efforts, Instant Casino insists on a photo of the lost card, which is impossible for me to provide.

Concerns Regarding Instant Casino’s Practices

Excessive and Unreasonable Demands: The casino's refusal to accept the provided documentation is disproportionate and contrary to fair gaming practices.

Possible Delay Tactics: The request for a lost card photograph appears to be a stalling tactic to avoid processing my withdrawal.

Customer Rights Violation: This approach is causing undue distress and may breach responsible gaming standards and consumer rights.

Requested Action

I kindly request your intervention to ensure Instant Casino:

Accepts the documentation I have provided as sufficient to verify my identity and ownership of the lost card.

Processes my withdrawal request without further unreasonable delays.

Dear Ammarx99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Is the only obstacle to your winnings that you can't provide the requested photo of the lost card?

Have you sent the casino any statement confirming you own the card?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Dear Dominika,

Thank you for your response and for your assistance with my complaint.

I understand the importance of the KYC process and appreciate your efforts to help resolve this issue. Regarding the ownership of the card, I have a statement from Santander Bank confirming the account and card ending in 1699. While the letter mentions that the card had not been recently used, it confirms that I am the rightful owner and that a replacement will be issued when the card expires at the end of January 2024.

Unfortunately, I misplaced the card, which is why I am unable to provide a photo of it. However, I believe this letter should serve as sufficient proof of ownership. Additionally, my bank has informed me that they will be sending a proof of ownership letter later this week, which should provide further confirmation of my claim.

Regarding your other questions:

I accumulated my winnings without an active bonus.

I have attached the communication I had with the casino regarding the verification process, including relevant emails and chat transcripts.

Please let me know if there is anything else I can provide to assist in completing the verification process.

I look forward to your guidance on how to proceed.

Kind regards,

Ammar A****

Hi, are there any updates on this??

Hello Dominika any updates, did you look through the transcripts I sent you on email?

Thank you very much, Ammarx99, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi Natalia:  I wanted to update you on a new issue that has come up. Yesterday, my proof of ownership letter was accepted, and I successfully completed the KYC process.

However, since then, I’ve tried to withdraw my funds multiple times, but each time the withdrawal is returned to my Instant Casino account. I haven't been able to withdraw successfully at all.

Could you please assist me in resolving this issue? Your help in getting the withdrawal processed would be greatly appreciated.

Dear Ammarx99,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done if they reply.

Dear Instant Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify why the player's withdrawal request was rejected.

I'm looking forward to hearing from you. If you have any supporting evidence, you can send it to my email: natalia.b@casino.guru

Kind regards,

Natalia

Hi Natalia,

I wanted to update you on my most recent withdrawal attempt.

I made a withdrawal of €1507.5 on November 27th at 19:51 PM, and I received an email confirming that it was successfully withdrawn from my Instant Casino account. Unlike my previous attempts, the money has not been returned to my Instant Casino wallet, but it still has not been deposited into my bank account.

I reached out to live chat to check on the status, and they replied, and I quote:

"It is approved on our end, now it depends on your bank and their policy, the funds should be credited to you in up to 5 business days."

Could you please help confirm if there is anything else that needs to be done on your side, or if I should wait the 5 business days as mentioned?

Thank you for your continued support. I look forward to hearing from you.

Dear Ammarx99, thank you for the updates. It's a positive sign that the casino has finally confirmed the processing of your withdrawal request. Once processed, it typically takes a few days for the payment to reach your bank account, depending on the payment service provider. In some cases, payments are credited within a day, while in others, it may take up to two weeks or even longer. That's why I would recommend you to wait, though I hope you won't have to wait too long for your withdrawal.

Hi Natalia,

Another update about my account with Instant Casino.

They’ve informed me that, due to a commercial decision, they’ll no longer be supporting UK players, and my account will be closed in 30 days.

They’ve assured me that ongoing withdrawals won’t be affected, but I’m still waiting on my €1507.5 withdrawal from November 27th at 19:51 PM. Given the situation, I wanted to ask for your opinion—how likely is it that I’ll receive my funds without any issues?

Also, is there another regulator worth chasing up before my account closes, or should I just wait a couple more days to see if the funds come through?

Thanks so much for your help, as always! I really appreciate it.

Dear Ammarx99, If the casino has informed you that your withdrawal requests have been processed, the seizure of their business in the UK should not impact these requests. They are still required to fulfill their obligations to players and complete payouts before closing. I hope this won't delay your withdrawal, and you receive your payment within this business week.

However, we are still waiting for the comment from Instant Casino.

I got my money, I genuinely did not think I will. You need to give this casino a really low rating, they have scammed so many people. Please spread more awareness. If anyone is looking at my situation and thinking "well he got his money, so this casino is probably ok", it is not. You need to look at the Trustpilot reviews, stay away from this casino please.

Dear Ammarx99,

Thank you for the updates, I'm glad to hear you finally received the payment. I'll go ahead and mark the complaint as 'resolved' in our system because this particular issue was resolved.

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, 

Natalia  

Casino.Guru