Instant Casino - El retiro del jugador se retrasa debido a la suspensión de la cuenta.

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.

Guten Morgen,

bei meiner ersten Auszahlung war alles kein Problem. Doch jetzt bei der zweiten wurde mein Konto gesperrt und ich sollte einen Kontoauszug einreichen, dass es mein Konto ist.

Dies habe ich getan, aber ich werde immer vertröstet, dass die zuständige Abteilung dies prüfen würde. Es sind über 14 Tage vergangen.

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

Hi, yesterday I sent everything you wanted to know by email.

Thanks

Hi, ich habe gestern alles per Mail geschickt was sie wissen wollten.

danke

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?

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.

Guten Morgen, ich habe verschiedene Einzahlungsmethoden benutzt.

Ich habe aber ein Kontoauszug von dem

Konto geschickt um welches es sich geht.

Ich möchte auf das Konto abheben, von dem ich eingezahlt habe.

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? 

And

Ja

Yes I am the owner

Ja ich bin Besitzer

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.

Am Samstag habe ich eine Email bekommen und ich soll einen anderen Kontoauszug einreichen von einem anderen Konto von dem ich eingezahlt habe.

Dies habe ich getan.

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,

Heute wieder eine Email

Hallo,

Grüße von Instant Casino!

Bitte beachten Sie, dass wir einen Übersetzer verwenden. Wir entschuldigen uns daher für etwaige Missverständnisse.

Um Ihnen das Restguthaben auf Ihrem Konto zurückzuerstatten, benötigen wir Folgendes:

Einen Kontoauszug im PDF-Format, auf dem das Konto angegeben ist, auf das Sie das Geld überweisen möchten, mit Ihrem Namen, Ihrer Adresse, IBAN und BIC/Swift

Fotos von der Vorder- und Rückseite Ihres Ausweisdokuments.

Ein Selfie mit dem ausgewählten Ausweisdokument

Die IBAN im Text der E-Mail-Antwort.

Sollten Sie bei irgendetwas Hilfe benötigen, zögern Sie nicht, uns zu kontaktieren.

Mit freundlichen Grüßen,

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.

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.

Hello, I have submitted everything.

All bank statements.

Hallo, ich habe alles vorgelegt.

Alle Kontoauszüge.

The money has just been paid out.

Thanks for your help

Das Geld wurde eben ausgezahlt.

danke für ihre Hilfe

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