Instant Casino - Jugador busca reembolso luego de problema de cierre de cuenta.

Casino: Instant Casino (instantcasino.com)

My username at the casino: ****

Problem:

I cannot complete the KYC/verification process (uploading ID/documents). Every attempt gives a general error message (e.g. "upload failed" or "file not accepted"), without any specific error code. I have tried multiple troubleshooting steps (restart browser, clear cache & cookies, incognito mode, different browser/device, switch between WiFi and mobile data), but uploading still fails.

Support refuses to refund my deposits (€220 total) and states that refunds are "not available" for wagered/used funds (see chat with Gennaro on January 21, 2026). They keep asking for screenshots of the error message, but since uploading doesn't work, I cannot provide a screenshot.

I only want my deposits refunded (€220), no winnings or remaining balance claimed. I have repeatedly requested permanent account closure + refund of deposits, but they require verification first and do not provide refunds.

The casino is illegal in the Netherlands (no KSA license, listed as restricted territory in their own terms). I live in the Netherlands and was not aware of the illegality.

Attachments (I will upload):

- Screenshot chat with Gennaro (states refunds "not available")

- Screenshot chat with Mishcel/Alucard (asking for screenshots of error + troubleshooting steps)

- Screenshot latest chat with Mishcel (verification must be completed for closure)

- Screenshots of deposits in casino cashier/history (total €215, dates, method)

- Rabobank transaction screenshots / statements of the deposits (proof of €215 deposited)

Please review and mediate for a refund of my deposits (€215) and/or account closure.

Kind regards, 

Lars *****

[removed by Casino.Guru admin]

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address 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 note, we don't engage in cases where a refund of deposits is requested due to the casino missing a particular license. Please note that before refunds of deposits or payouts are processed, verification might be requested. We are unable to ask the casino to skip the verification process once it has been initiated.

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

• Could you please advise whether you taken a screenshot of the situation and provided it to the support via email to investigate?
• Is your player's account filled out with complete and accurate personal information?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me what the verification requirements are? Send the infomation at tomas@casino.guru, 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 Tomas,

Thank you for your quick reply and questions.

1. Screenshots of the error: I tried to upload documents many times, but the upload always fails with a general error message ("upload failed" or "file not accepted") without any detailed code or reason. Because the upload itself doesn't complete, I cannot take a screenshot of the error during the process. I have sent screenshots of the support chats to them, but they still keep asking for the upload error screenshot, which I can't provide.

2. Account information: Yes, the account is filled with my real personal information (name, date of birth, etc.) from registration.

3. Balance with bonus: No, the current balance was achieved without any bonus or promotion. It is from regular play after my deposits.

4. Verification requirements: From the support chats (Gennaro, Mishcel, Alucard), they require uploading ID documents (passport/ID card) for verification before any withdrawal or account closure. They say verification is mandatory for payouts, and refunds of wagered funds are "not available" (see Gennaro's message). They keep asking for screenshots of the upload error to investigate, but since uploading fails every time, I can't send that.

Because verification keeps failing despite trying all their troubleshooting steps (restart browser, clear cache, incognito mode, different browser/device, WiFi/mobile switch), I don't want to keep trying. I only want my deposits refunded (€220total), no winnings or balance claimed. I prefer permanent account closure without further verification if possible.

The casino is illegal in the Netherlands (no KSA license, restricted territory in their terms), so I hope you can help mediate for a deposit refund.

I have re-attached all relevant screenshots: support chats (Gennaro saying refunds not available, Alucard troubleshooting, Mishcel asking for screenshot), casino deposit history, and Rabobank transaction proofs.

Thank you very much for your help!

Best regards, 

Lars

Hello Larsteggeler,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for the detailed explanation.

Please note lack of a license is not grounds to conclude a refund is warranted, from our point of view. We provide licensing information about online casinos in our reviews to the best of our ability and won't engage with the casino based on this line of reasoning. If you decide to play in offshore online casinos, our position is that you are eligible for winnings and must bear any losses. Please note that online casinos might request you to complete verification before payouts or refunds are processed. We'll assist you with the issue regarding your verification, if you so wish to pursue the issue further.

Please let me know regarding your decision.

Hi Tomas,

Thank you for your detailed reply and for clarifying your position.

I understand that lack of license is not grounds for refund from your point of view, and that verification is usually required.

Because the upload of documents keeps failing (general error "upload failed" or "file not accepted", no specific code, even after all troubleshooting steps), I don't want to keep trying verification. It has not worked despite multiple attempts, and I don't want to risk further issues.

I only want my deposits refunded (€220 total), no winnings or balance claimed. I prefer permanent account closure without completing verification if possible.

If Casino.guru can still mediate for a deposit refund on other grounds (e.g. verification impossible), that would be great. If not, I understand and thank you for your help so far.

Best regards, 

Lars

I apologize for any misunderstanding. Please note that we don't help players who refuse to complete verification.

Asking for the casino to return your deposit without your participation won't be possible. I understand your negative experience left you unwilling to continue. I would encourage your cooperation, nevertheless. Please let me know about your decision.

Dear Larsteggeler,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru