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Hello,

I’m reaching out to involve CasinoGuru in order to ensure that the refund process promised by InstantCasino is handled as quickly and transparently as possible.

Here’s a summary of the situation: I won approximately €25,000 on InstantCasino. After completing the KYC verification, my account was suddenly closed. When I contacted customer support, they explained that it was due to a duplicate account — which is true; I genuinely didn’t remember creating another one.

That said, I’ve never used any welcome bonuses or bonuses of any kind, as I generally prefer not to. Perhaps because of this, the support team has been quite understanding. They explicitly told me that, in my specific case, they would refund my balance via bank transfer, although I would no longer be allowed to play on the platform. I accepted this — it seemed fair.

It’s now been 24 hours, and I haven’t received any updates. Since it’s the weekend, I understand there might be some delay. Still, I’m opening this complaint so that CasinoGuru can act as a neutral party to ensure the refund is processed correctly.

I can provide any screenshots or supporting evidence you need — just let me know where and to whom I should send them.

Thank you very much for your help

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino agreeing to pay out your winnings despite breaking the rules of the casino to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, thanks for your reply.

I think I’ve played for about a month, roughly speaking.

The account was blocked on October 10th, Friday, after completing the KYC, while I was waiting for the withdrawal of the balance.

The big win came from slots, specifically from buying bonuses (I mean "bonus buys," as in purchased free spins — not casino promotional bonuses).

I’ve never used any casino bonuses, like welcome offers or similar — I’m just not a fan of those in general.

I’ve sent you all the emails and attachments for reference.

I’m adding these screenshots for the audience.

Updates that take additional time, confirming the refund but without any real timeframe.

I’m updating my case by attaching the conversation I had with the InstantCasino team on their official Telegram channel.



updates

Thanks for sharing the evidence regarding the case.

From our experience, refunds can take up to a month and, on rare occasions, even longer.

I appreciate you sharing updates in the complaint thread. If the refund isn't processed within a reasonable timeframe, we'll ask the casino for assistance. I'll set the timer for 21 days. Please provide any meaningful updates in the complaint thread, and when the money reaches your bank account, you have the option to mark the complaint as resolved via a dedicated button.

Based on your experience with this casino, and considering the public statement and the email I sent, how likely is it that I’ll actually receive the payment?

Would it be possible for you to contact the casino directly to confirm that the transaction is really being processed, as they claimed?

Hello,

I wanted to provide a quick update regarding my case.

On October 19th, I sent an email to [email protected] asking for the transaction reference (SWIFT / trace ID) related to my confirmed refund of €23,603.16, which was processed on October 11th.

So far, I haven’t received a reply yet, but I understand that these requests can take a few business days to verify internally.

I just wanted to keep the complaint thread updated while I wait for the casino’s response.

Thank you for your time and for keeping track of this case.

After requesting the SWIFT codes for the transfer, a request that seems legitimate and reasonable considering I had to notify the bank of the arrival of a €23,600 transfer, InstantCasino "responded" to me, as you can see in the photo, by not responding at all.

It is possible to request an intervention here with the Casino, considering that it is impossible for me to contact them.

Thank you, Casino Guru. I'd really appreciate your cooperation. I think my request is honest.

Dopo la richiesta dei codici SWIFT di transizione del bonifico, richiesta che mi sembra lecita e legittima considerando che ho dovuto avvisare la banca dell'arrivo di un bonifico di 23 600€, InstantCasino' mi ha "risposto" come leggete nella foto, ovvero non rispondendomi.

È possibile chiedere un intervento qui con il Casinò, considerando che mi è impossibile contattarli.

Grazie Casino Guru, apprezzerei molto questa vostra collaborazione. Penso che la mia sia una richiesta onesta.

On TrustPilot, they responded to my request for SWIFT codes like this:

They also tried to flag my comment as defamatory, but TrustPilot rejected the report. What should I think?

Su TrustPilot, hanno risposto così alla mia richiesta di codici SWIFT:

Inoltre hanno tentato di segnalare il mio commento come diffamatorio, ma TrustPilot ha respinto la segnalazione. Cosa dovrei pensare?



Email arrived from Support.

Mail arrivata dal Supporto.

Nothing new.

Nessuna novità.

Email from moderation.

Mail dalla moderazione.

Quick (and last) update on my case:

As of today, no payment has been received yet.

The support team keeps confirming that the refund has been "escalated with priority" due to the delay, but I haven’t received any concrete confirmation from the Complaints Department or the finance team.

As a reminder, InstantCasino officially confirmed in writing that my refund of €23,603.16, processed manually on October 11th, will be credited to my bank account by November 11th at the latest.

We’re now approaching that date, and I truly hope the casino respects their own written deadline.

I’ll keep this thread updated for transparency.

Dear kitchn

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear kitchn,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Instant Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and the state the refund is in?

Thank you in advance for providing the information.

Today is November 11th, which I remember is the deadline for sending the refund, as clearly promised by the Complaints department. They haven't responded by email for days/weeks, except for Support, who says the money will arrive soon. Obviously, they're stalling.

This is truly improper conduct and I hope that the delay will be included in the refund.

I'm truly sorry and disappointed, also because they stopped responding completely at random, they didn't warn me of the delay, they didn't communicate anything to me.

Where is my money?

We're talking about €23,600.

Oggi è l'11 Novembre, che ricordo essere la data ultima per l'invio del rimborso come promesso chiaramente dal reparto Complaints. Via mail non rispondono da giorni / settimane, se non il Support che dice che i soldi 'arriveranno presto'. Ovviamente è per prendere tempo.

È una condotta veramente scorretta e mi auguro che il ritardo venga conteggiato nel rimborso.

Sono veramente dispiaciuto e deluso, anche perchè hanno smesso di rispondere completamente a caso, non mi hanno avvisato del ritardo, non mi hanno comunicato niente.

Dove sono i miei soldi?

Parliamo di 23 600€.

Hi there,

We wanted to provide you with an update regarding your withdrawal request. The funds are scheduled to be sent by the end of this week. Once the transaction is processed, you will be notified.

Thank you for your patience.

Kind regards,

Instant Casino Team

Dear Instant Casino,

Thank you for the update!

Please continue to stay on top of the situation, and let us know as soon as the funds are processed and sent.

Dear kitchn,

I understand that not knowing what’s happening — and seeing deadlines being pushed — can make you feel frustrated and hopeless.

However, I truly hope that you will receive your funds by the end of the week. Thank you very much for your patience and understanding!

Thank you and thanks also to InstantCasino for the response.

I expect news by the weekend.

Grazie a voi e grazie anche a InstantCasino’ per la risposta.

Attendo notizie entro il weekend.

The money has arrived. I can't believe it.

I condemn InstantCasino's terrible communication, because we struggled to achieve this result. Nonetheless, I can't call this casino a scam. The moderation team on Telegram was brilliant, and I understand my tone was sometimes heated, but it was based on all the reviews I've read online.

I advise Instant Casino to clean up its image by significantly improving its communication. Users are afraid and biased. Your vague and pre-packaged responses, delayed payments, and unannounced account deletions don't help your cause.

Casino Guru, it's impossible for me to say for sure whether your work has actually had a positive impact on my situation, but I do know that you are a truly important resource for the community. I thank you for your work from the bottom of my heart.

I soldi sono arrivati. Non ci credo.

Condanno la tremenda comunicazione di InstantCasinò, perchè siamo arrivati a fatica a questo risultato. Ciononostante, è per me impossibile definire questo Casinò come truffa. Il reparto di moderazione su Telegram è stato brillante, e i miei toni, capisco essere stati talvolta accesi, ma erano frutto di tutte le recensioni che ho letto online.

Consiglio a Instant Casinò di ripulire la sua immagine migliorando di gran lunga la comunicazione. Gli utenti hanno paura e partono prevenuti, le vostre risposte vaghe e pre-generate, i ritardi dei pagamenti e la cancellazione di account senza preavviso, non aiutano la vostra causa.

Casinò Guru è per me impossibile constatare con certezza se il vostro lavoro abbia influito effettivamente sull'esito positivo della mia situazione, ma è certo invece che siate una risorsa veramente importante per la community. Vi ringrazio per il lavoro che fate dal profondo del cuore.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear kitchn,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina