Instant Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

Account closed without justification and funds confiscated (€50) My verified account was suddenly closed on August 8, 2025, with all remaining funds confiscated without any explanation. FACTS: - Account fully verified and compliant - No violation of terms and conditions - Multiple requests for explanation IGNORED - Casino refuses to specify which terms were allegedly violated - Violation of their own T&C Article 19.1 (complaint resolution process) CASINO RESPONSES: - "Decision is final and irreversible" - Refuses to provide specific reasons - Refuses to follow their own complaint procedure I have email evidence of all exchanges showing their refusal to justify this arbitrary confiscation. Amount claimed: €50 (funds confiscated) This appears to be a pattern of arbitrary fund confiscation without due process.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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.?
• When did you create your casino account?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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Hello Kristina,

Thank you for taking my complaint. Here are the answers to your questions:

Which games you focused on: I'm not sure I understand this question completely as I didn't have any gaming issues. I played various slot games on the platform, but there were no problems with my gameplay. The issue is simply that they closed my account without any explanation.

When did you create your casino account: I created my account approximately 2 months ago (around June 2025), but I don't remember the exact date.

Did you accumulate your winnings with or without an active bonus: I didn't use any traditional casino bonus. However, I was credited with funds through a giveaway on Discord from the channel "NeverSayYes". This was a legitimate promotional credit, not a bonus with wagering requirements.

Additional important information:

• The confiscated amount is 50€
• I never received any prior warning or explanation
• When I contacted their support multiple times, they refused to provide specific reasons for the closure
• They keep referring to their terms and conditions but won't specify which clause was allegedly violated
• This appears to be completely arbitrary as I followed all rules
• The main issue is their complete lack of transparency and refusal to justify their decision, which violates their own terms (article 19.1) regarding complaint handling.

Please let me know if you need any additional information.

Best regards,

Ganessane

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you girish25 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instant Casino for their help in resolving this complaint. We would like to know why the player's account was closed and the winnings confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi there,

After reviewing this case, we can confirm that the account was closed in accordance with our T&C. As such, the decision to close the account and confiscate the funds remains final.

The relevant evidence will be provided directly to the Casino Guru team for their review.

Best regards,

Instant Casino Team

Thank you for the update Instant Casino representative. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

Thank you for your continued assistance with this matter.

I note that Instant Casino maintains their position without providing any specific justification, which reinforces my initial concerns about their lack of transparency.

Key points to emphasize:

- They still haven't specified which exact T&C clause was allegedly violated

- This continues to violate their own Article 19.1 regarding complaint resolution

- The confiscated funds (€50) came from a legitimate Discord giveaway, not from any questionable activity

- I have maintained full compliance with all reasonable casino terms

I'm eager to see what "relevant evidence" they claim to have, as I'm confident no violations occurred on my part.

I remain available to provide any additional information needed for your review.

Thank you again for your professionalism in handling this case.

Best regards,

Ganessane

Dear girish25,

The casino has presented substantial evidence indicating the existence of multiple accounts associated with you. It is a well-established industry standard that an individual is permitted to operate only a single account under their name. Maintaining multiple accounts constitutes a clear violation of this policy. Given these circumstances, we find the actions taken by the casino to be both reasonable and justified.

As a result, we regret to inform you that we must reject your complaint. We appreciate your understanding in this matter and encourage you to adhere to the terms and conditions set forth by the casino in the future. Should you require any further clarification, please do not hesitate to reach out.

Kind regards,

Peter