The player from Germany had successfully registered and deposited funds at the casino but encountered issues withdrawing €69 in winnings due to data linked to a previously closed account. After submitting the required documents, the player experienced a delay of 14 days before receiving confirmation that the refund had been processed. The issue was ultimately resolved, and the player confirmed that the amount had been refunded. The complaint had been marked as 'resolved' by the Complaints Team.
Instant Casino - Player's withdrawal is delayed due to account issue.
Amount: €69
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
2 months ago
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3 months ago
Translation
I registered properly at the casino and made a successful deposit. Afterwards, I managed to win €69 and wanted to withdraw that amount. I was informed that my data is already registered on another account, which refers to a closed account from the past.
I was able to log in normally and deposit money! But as soon as you win and try to withdraw funds, it doesn't work anymore? I kindly ask you to have the winnings paid out or at least refund the deposit amount.
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3 months ago
Dear Marti89,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.
Please understand creating multiple accounts is prohibited in most online casinos. Consequences for breaking this rule can range from account closure to confiscation of your balance in the casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise the reason why you opened another account in the casino?
- Could you please advise why your previous account was closed?
- Have you accepted bonuses on either of your accounts?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 months ago
Translation
- I know that this casino has quick payouts and I wanted to place a certain sports bet where I won. And I wanted to have the money paid out again.
- I closed the account at that time because I was no longer interested and did not want to make any losses.
- no, I have not claimed any bonuses.
- Correspondence so far from the casino "Hello,
Greetings from Instant Casino!
Upon reviewing, we were able to see that your previous accounts were closed as we were concerned about your responsible gambling. Due to that, this account was closed too. As you have funds, could you please provide us with a bank statement, and high quality front and back photos of your ID?
We wish you a great rest of your day and remain at your disposal.
Kind regards,
Antonio
- Instant Casino Support"
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2 months ago
Thanks for your email and messages.
- Were you able to submit the documents to the casino?
- Was your balance paid out?
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2 months ago
Translation
Documents have been submitted .
no money has been refunded yet.
I am told that support is still working on it
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2 months ago
Have your documents been approved to our knowledge?
Have you received any further updates regarding the withdrawal of your funds?
Kindly let me know about any further developments.
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2 months ago
Translation
In any case, no more were requested.
You are always kept waiting, they say that the payment has been made but still has to be checked by the security department. And this has been the case for 14 days
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2 months ago
Dear Marti89,
Has your refund reached your bank account since your last post?
If not, does the casino still claim it's not yet processed?
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2 months ago
Dear Marti89,
We're glad to hear that your issue has been resolved. 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,
Tomas
Casino.Guru
