Instant Casino - El retiro del jugador se ve retrasado por el casino.

Dear Casino Guru Team,

I would like to file a complaint against Instant Casino. Despite requesting a withdrawal of €1,600, I have not received the funds after more than 10 business days. I have communicated with customer support multiple times, but each time they come up with new excuses. Most recently, I was asked to send bank statements as evidence, which I have already done.

I find these constant delays and the demand for unnecessary documents to be unjustified. I request your assistance as I have submitted all the required documents, yet the casino continues to delay my withdrawal.

Thank you very much for your help.

Sehr geehrtes Casino Guru Team,

Ich möchte eine Beschwerde gegen Instant Casino einreichen. Trotz der Beantragung einer Auszahlung von 1.600 € habe ich die Gelder nach mehr als 10 Werktagen nicht erhalten. Ich habe bereits mehrmals mit dem Kundensupport kommuniziert, aber jedes Mal werden neue Ausreden gebracht. Zuletzt wurde ich aufgefordert, Kontoauszüge als Beweis zu senden, was ich bereits getan habe.

Ich halte diese ständigen Verzögerungen und die Anforderung unnötiger Dokumente für ungerechtfertigt. Ich bitte um Ihre Unterstützung, da ich alle geforderten Unterlagen eingereicht habe, das Casino aber weiterhin meine Auszahlung verzögert.

Vielen Dank für Ihre Hilfe.

Dear Sulito1988, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Dear Kristina,

Thank you for your message and inquiry.

- I requested the withdrawals of 500 EUR and 100 EUR on September 11, 2024. They were also confirmed to me in the chat by customer support, as you can see from the attached screenshots.

- No, unfortunately I have not received a successful payout from the casino yet.

Despite the confirmations from customer support, the money has unfortunately not yet arrived in my account.

Thank you in advance for your support!

Best regards,

Sulito1988

Liebe Kristina,

vielen Dank für Ihre Nachricht und die Nachfrage.

- Die Auszahlungen über 500 EUR und 100 EUR habe ich am 11.09.2024 beantragt. Sie wurden mir auch im Chat vom Kundensupport bestätigt, wie Sie den angehängten Screenshots entnehmen können.

- Nein, bisher habe ich leider keine erfolgreiche Auszahlung vom Casino erhalten. 

Trotz der Bestätigungen vom Kundensupport ist das Geld bis heute leider noch nicht auf meinem Konto eingegangen.

Vielen Dank im Voraus für Ihre Unterstützung!

Beste Grüße, 

Sulito1988

Thank you for your reply, Sulito1988. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you accumulate your winnings with or without an active bonus?
• If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance.

I would be happy to answer your question:

The winnings were achieved without a bonus.

In the meantime, my account has been deleted without any reason given; I suspect it is related to my activities with them.

Sehr gern beantworte ich ihre Frage:

Die Gewinne wurden ohne Bonus erzielt.

Mittlerweile wurde mein Account ohne Angabe von Gründen gelöscht, ich vermute es steht im Zusammenhang mit meinen Aktivitäten mit ihnen.

Could you please clarify which games you focused on while your account was active - slots, live casino, sports betting, etc.?

Only sports betting!

Nur Sportwetten!

Unfortunately, if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.