The player from Germany successfully registered and deposited funds at the casino but encountered issues withdrawing €69 in winnings due to data linked to a previously closed account.
Instant Casino - Player's withdrawal is delayed due to account issue.
Amount: €69
Instant Casino
Safety Index:LowSafety Index
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4.7
Instant Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 18h 7m 13s
Case summary
yesterday
Public
Public
1 week 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.
Automatic translation:
Public
Public
1 week 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.
Public
Public
1 week 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"
Automatic translation:
Public
Public
yesterday
Thanks for your email and messages.
- Were you able to submit the documents to the casino?
- Was your balance paid out?
Casino Guru is examining the case
