Instant Casino - Jugador busca reembolso debido al cierre de cuenta y operación ilegal.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Regarding your blocked account, please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Could you please provide the account balance at the time the account was blocked?

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

Best regards,  

Katarina

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.

This is the evidence that I forgot to attach in the previous message.

Before interacting via Telegram, I had communicated with Remi via email and he told me that I could discuss anything with him, which in retrospect was apparently not the case, as you can see from the Telegram screenshot above.

Before the entire interaction with R*****, I had already written to Instant Support several times regarding GDPR data disclosure or deposit fees, as well as information about the location of the company from which the casino is operated.

If you would like to have these screenshots as well, I can gladly send them to you here.

Best regards

D*******

Das sind einmal die Beweise, die ich vergessen hatte in der vorigen Nachricht anzuhängen.

Vor der Interaktion über Telegram habe ich mit Remi per Mail kommuniziert gehabt und er sagte mir, dass ich mit ihm über alles diskutieren könne, was im Nachhinein wohl nicht so war, wie sie den obigen Screenshot von Telegram entnehmen können.

Ich hatte vor der ganzen Interaktion mit R***** schon öfters mit dem Instant Support geschrieben gehabt bzgl. der DSGVO-Datenauskunft oder Gebühren bei der Einzahlung sowie Daten zum Standort der Firma, von wo das Casino betrieben wird.

Falls Sie diese Screenshots auch noch haben möchten, kann ich Ihnen diese gerne hier zukommen lassen.

Mit freundlichen Grüßen

D*******

Here are previous chats with Instant Casino support from several days ago and a screenshot of my account that I took before it was blocked.

Hier sind einmal noch vorige chats mit dem Instant Casino Support vor mehreren Tagen und ein Screenshot von meinem Account den ich gemacht hatte, bevor er gesperrt wurde.

There was another email dated August 7, 2025, which I discovered more or less days or weeks later, although this probably had little to do with the closure/deactivation of my account, because otherwise I probably would have received another email/reminder or something similar.

The chat with the VIP manager R***** was probably the trigger, because I mentioned the illegality of the casino in Germany and explained that I had gambled away a large part of my inheritance with a clear conscience, until I realized after losing it on August 23, 2025, that this casino was illegal.

But you can also see from R*****'s response (Telegram chat) that he didn't explicitly address my situation, but simply said that he understood my situation and referred me to the official communication channels, and there hasn't been a response yet...

... Not by email or Telegram.

And to deactivate my account without any justification, because of an INTERNAL decision, is more than incomprehensible to me, although I asked in the support chat of Instantcasino for several days and they could not give me any further information, only said that a department would contact me when possible.

I know I may have repeated myself, but it was important to me to make it clear again 😅

Es gab noch eine Mail vom 07.08.2025, die ich Tage bzw. Wochen später mehr oder weniger entdeckt habe, wobei das wohl eher weniger mit der Schließung/Deaktivierung meines Kontos zusammenhängt, weil sonst hätte ich wahrscheinlich nochmal eine Mail/Erinnerung oder ähnliches erhalten.

Da war dann wohl eher der Chat mit dem VIP Manager R***** der Auslöser gewesen, weil ich die Illegalität des Casinos in Deutschland angesprochen habe und erklärt habe, dass ich ein Großteil meines Erbes verspielt habe mit gutem Gewissen, bis ich nach dem verspielen am 23.08.2025 festgestellt habe, dass dieses Casino halt illegal ist.

Aber man sieht auch an R***** Antwort (Telegram Chat) dass er nicht explizit auf meine Situation geantwortet hat, sonder nur sagte, dass er mich verstehen kann und er mich auf die offiziellen Kommunikationswege verwiesen hat und fan kam halt keine Antwort mehr bisher...

... Nicht per Mail oder Telegram.

Und mein Konto ohne jegliche Begründung zu deaktivieren, wegen einer INTERNEN Entscheidung, ist für mich wirklich mehr als unverständlich, wobei ich über mehrere Tage nachgefragt habe im Support chat von Instantcasino und die konnten mir auch keine näheren Informationen geben, sondern nur sagen, dass eine Abteilung, bei möglichkeit, sich bei mir melden wird.

Ich weiß, dass ich mich vielleicht wiederholt habe, aber mir war es nochmal wichtig deutlich zu machen 😅

Dear DennisML25,

thank you for your messages and screenshots provided.

I truly empathize with the challenging circumstances you're currently facing, and I want to assure you that I've thoroughly examined the screenshots and messages you so kindly shared with us. We appreciate you bringing this matter to our attention and allowing us the opportunity to review the details.

After a careful and considered evaluation of all the information presented, I regret to inform you that we are unable to offer direct assistance regarding your specific complaint. There are a couple of key reasons that factor into this decision, which I'd like to explain in more detail to ensure complete transparency.

Firstly, as we have communicated in previous exchanges, our established policy is that we do not handle complaints or disputes that relate to missing licenses. This particular area falls outside of our purview and expertise, and we are therefore unable to effectively investigate or resolve such matters.

Secondly, our records indicate that your player account held a zero balance at the time it was closed. This is an important factor because, as a business entity, the casino maintains the right to refuse service to any individual, especially when an account has no funds associated with it. This is practice is within the casino's legal rights.

I fully recognize that this response is likely not the resolution you were hoping for, and I sincerely apologize for any disappointment or frustration this may cause. We understand that you are seeking a resolution to this issue, and we want to guide you toward the most appropriate avenue for seeking further assistance.

In light of our inability to directly intervene, we strongly recommend that you contact the relevant licensing authority responsible for overseeing the casino's operations. These authorities possess greater legal authority and investigative powers when it comes to addressing matters related to casino practices and licensing compliance. They are better equipped to handle complex situations like this and can provide more comprehensive support.

I would like to recommend our article how to submit a complaint to regulator: https://casino.guru/guide/submitting-complaints-to-regulators

This casino has two separate licenses, you are more than welcome to send your complaint to both of them. To submit a complaint on The Anjouan gaming, please follow the https://verification.anjouangaming.org/validate?domain=play.instantcasino.com&seal_id=aba0dc57171898ea987e5bf8c74ce06373cdce730c075a2e7b9f65b69f36dac070d660831a4ed92fd2d1db09e701b73f&stamp=ec4ba86a21fedb00a9afd2e7829851f4. And for the Curacao Gaming Control Board, please send your complaint to complaints@cga.cw.

I wish you the best of luck in your quest.

Katarina