The player from Germany experienced significant delays in withdrawing winnings due to ongoing identity verification requests, despite having submitted official documents. After three days with no resolution and unsatisfactory support responses, she expressed concern about the casino's practices and considered legal action. The casino ultimately agreed to process the outstanding payments. The issue was marked as resolved following this confirmation from the player.
Instant Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €3,500
Instant Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Public
Public
2 months ago
Translation
The casino has no issues when customers deposit money; everything works smoothly. However, as soon as you have a larger win and want to withdraw, they ask you to verify your identity. I complied by submitting even more documents, including official ones, that clearly prove that I am who I say I am. Three days have passed, and still nothing has happened. They keep stalling me. My lawyer will soon contact the Anjouan licensing authorities. Unfortunately, I've read so much online about issues with withdrawals that I am seriously concerned about this casino. The support team acts clueless and responds as if they are following a script, offering no reasonable answers. They are not helpful at all. I'm starting to believe what I read online about this casino. Withdrawals also take several days, contrary to their claims of instant transactions! I will likely need to go to the highest court to resolve this and win. I am willing to do whatever it takes to get my money, even if the effort becomes expensive, it does not matter.
Automatic translation:
Public
Public
2 months ago
Dear SvenK1010,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re facing with your withdrawal and the lack of support from the casino.
To help us assist you more effectively and mediate this situation, could you please provide further details regarding your case? Specifically:
- Could you confirm if this is the first time you are attempting a withdrawal with this casino?
- When you submitted the requested documents for verification, did you receive any confirmation from the casino that they were received and being reviewed?
- Did the casino provide a specific reason for the delay or request any additional information after you submitted your documents?
- Could you provide the exact timeframe of events—when you initiated the withdrawal, when the verification request was made, and when you submitted the documents?
If you have any communication from the casino (emails, chat transcripts, etc.), could you forward these to petronela.k@casino.guru? This will help us analyze their responses and process.
Your cooperation in providing these details is vital to ensure we can address your concerns effectively and work towards a resolution. For now, we advise postponing any legal action, including contacting the licensing authorities or proceeding with court measures. Escalating the matter too soon could hinder our ability to mediate effectively and potentially resolve the issue without additional complications.
We understand how frustrating delays like this can be, especially when expectations have not been met.
I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
Public
Public
2 months ago
Translation
Hello, first of all thank you for your help! Many thanks
I have been registered there for about 3 months... but I have played with 100/200 euros and deposited a few times, maybe around 1,500. Withdrawals of 200/300 euros also worked.
When I topped up on January 17th and won 6,600, I could only make one payment of 250 and 1000. These were confirmed - the rest had to be verified. I paid out 3650 in the end
Verification was not possible because my ID card still has my old name on it before the wedding - all other documents are my name after the wedding... which means that no matter where I register, it has to be the same as in my passport. Therefore, verification would not be possible. But I sent all the documents - passport - selfie with passport - bank card - government document for the use of the name - and my registration certificate for my address. It is quite clear that even a blind person can see that everything is correct. I sent the documents on the 18th at around 9:00 a.m. Since then, no more messages.
I received 250 without confirmation or verification into my bank account.
I didn't receive the 1000 either, even though the payment was sent without verification.
In total there are 4 payments outstanding to me.
In live chat they always just say be patient and it's as if I'm always writing the same thing to bots.
So I wrote a complaint to Trustpilot today - my account was immediately blocked.
I feel like I've been ripped off. I've read a lot of similar cases about this casino on the internet and it's really strange.
——————————————————————————
No, I didn't get any confirmation from the casino that my documents had arrived, but I sent them three times and in the live chat they said they were checking. No response for days since then.
No, I didn't get a reason why it was taking so long. Absolutely bad service.
Paid out on 17.01 at 16:30 approximately
All documents submitted on 18.01 at approximately 09:00
Today at 18:55 I found out that someone wanted my marriage certificate. I wasn't even informed by email
at 18:58 the marriage certificate was submitted via email and live chat
Edited
Automatic translation:
Public
Public
2 months ago
Translation
The casino has responded and will pay me out - we can close this case.
Automatic translation:
Public
Public
2 months ago
Dear SvenK1010,
Great news :) 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 (link here). 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,
Petronela
Casino.Guru
