The player from Germany had successfully completed her first withdrawal but faced issues with the second, as her account was suspended and under review after she submitted a bank statement for verification. It had been over 14 days without a resolution. Ultimately, the issue was resolved, and her winnings were paid out to her.
Instant Casino - Player's withdrawal is delayed due to account suspension.
Amount: €400
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
1 month ago
Public
Public
2 months ago
Translation
Good morning,
With my first withdrawal, there were no issues. But now, with the second one, my account has been suspended and I was asked to submit a bank statement to verify the account is mine.
I have done this, but I keep being told that the responsible department is reviewing it. It has been over 14 days now.
Automatic translation:
Public
Public
2 months ago
Dear Uschi1811,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- When was the last time you were in contact with casino support and what did you discuss?
- Could you please share with me your communication with the casino to support your complaint? 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 in advance for your reply.
Best regards,
Tomas
Public
Public
2 months ago
Translation
Hi, yesterday I sent everything you wanted to know by email.
Thanks
Automatic translation:
Public
Public
1 month ago
Thanks for the provided information.
I checked the exchange between you and the casino.
It seems the casino is of the opinion you used a payment method that belongs to a third party.
- Could you please explain whose bank account and debit card have you used for deposits?
- Do you wish to withdraw your winnings to a payment method that belongs to you?
Public
Public
1 month ago
Translation
Good morning, I used different deposit methods.
But I have a bank statement from the
account in question.
I want to withdraw to the account from which I deposited.
Automatic translation:
Public
Public
1 month ago
From our point of view, the owner of the payment method should be you. If you are trying to withdraw money from the casino to someone else's bank account we might not assist you if the casino decides not to pay you to such an account.
Could you please confirm the money you used to deposit in the casino came from your bank account?
Public
Public
1 month ago
Translation
On Saturday I received an email asking me to submit another bank statement from a different account from which I deposited money.
This is what I have done.
Automatic translation:
Public
Public
1 month ago
Translation
Another email today
Hello,
Greetings from Instant Casino!
Please note that we are using a translator, so we apologize for any misunderstandings.
To refund the remaining balance in your account, we need the following:
A bank statement in PDF format showing the account you want to transfer the money to, with your name, address, IBAN and BIC/Swift
Photos of the front and back of your identification document.
A selfie with the selected ID document
The IBAN in the text of the email response.
If you need help with anything, please do not hesitate to contact us.
Best regards,
Automatic translation:
Public
Public
1 month ago
Thanks for your patience.
Could you please break down whose account you deposited from and whether you provided bank statements for every used deposit and withdrawal method?
I apologize for the delay and inconvenience.
Public
Public
1 month ago
Dear Uschi1811,
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.
Public
Public
1 month ago
Translation
Hello, I have submitted everything.
All bank statements.
Automatic translation:
Public
Public
1 month ago
Translation
The money has just been paid out.
Thanks for your help
Automatic translation:
Public
Public
1 month ago
Dear Uschi1811,
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
