Instant Casino - La cuenta del jugador ha sido cerrada debido a problemas de retiro.

I deposited approximately 200 euros and withdrew a total of 1100. I had made withdrawals from Instant Casino before without any issues. However, when I won 1000 euros, complications arose quickly. First, when I tried to log in to the casino again, it said "this account has been closed." So, I contacted support, and they requested new information, including a photo of myself, ID, photo of my card, bank statement, proof of phone ownership, etc. I am currently in the process of completing these steps.

I have, however, read online that this has happened to other people, and I even saw a very similar case here on Casino Guru. I am afraid Instant Casino might be fraudulent and I don't know what to do.

Jag la in ungefär 200 euros och tog ut totalt 1100. Jag hade gjort uttag på instant casino innan och det hade gått felfritt. Men när jag fick en stor vinst på 1000 euro blev det snabbt komplikationer. Först när jag försökte logga in på casinot igen stog det att " this account has been closed". Så jag skrev till support och de begärde nu nya saker som jag behövde skicka ink. bild på mig, id , bild på kort, bank statement, telefonnummer ägarintyg osv. Jag är nu i processen av att genomföra dessa steg.

Jag har dock läst online att det här har hänt fler personer, och såg till och med ett väldigt liknande fall här på casino guru. Är rädd Instant casino är svindlare och vet ej vad jag ska göra.

Dear cassidy, 

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 and it might take a few working days to complete this thorough process. 

Could you please advise 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 communicated with the casino regarding your verification?

Have you submitted any identity documents for KYC in this casino before?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear cassidy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.