Instant Casino - La cuenta del jugador ha sido cerrada por el casino.

Dear CasinoGuru Team,

I am filing a complaint against Instant Casino. They have blocked my account and are withholding my winnings after I requested a withdrawal.

Facts of the case:

1. I played without a bonus and reached a balance of over €4,600.

2. I requested a withdrawal of €500 (Transaction ID: 100727003A3281264109).

3. I have a screenshot showing a remaining balance of €4,122.84 and the successful withdrawal request.

4. Immediately after this, my account was locked. The casino claims a "breach of terms" (Section: Fraud) but provides no evidence.

I have completed all KYC steps and played fairly. I have attached the screenshots of my balance and the transaction ID. Please help me recover my funds.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• How long has your account been verified?
• Have you made any other successful withdrawals apart from the €500?

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

Best regards

Veronika

Hello Veronika,

1. I only played Slots (e.g., Book of Ra, Crystal Ball, Book of the Divine, Asgard Bonanza). No sports bets. I have photos and videos of my gameplay as proof.

2. First verification was on Feb 11th, second on Feb 12th (via link). I have photos of both verification steps.

3. No successful withdrawals yet. My account was blocked immediately after my 500 € request.

I have NOT violated any Terms and Conditions. No bonus was used. I am attaching my Revolut PDF now to prove the payment method is mine. Please help me get my funds (over 4,600 €).

I am sending screenshots because I had technical issues attaching the PDF file. I hope this is acceptable.

Hello Tahiri,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Please forward me the videos of your gameplay, along with all the other relevant communication between you and the casino customer support that could help us with the investigation at veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronika,

I have just sent the gameplay videos, the Revolut PDF, and the chat history directly to Veronika's email address to protect my private information.

Please confirm once you have received it. Thank you!

Dear Tahiri,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Hello Tahiri,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Instant Casino to join the conversation.

Dear Instant Casino,

I would appreciate details, including any supporting documentation, concerning the player's conduct which led to your decision to close the player's account and confiscate the funds. If this information cannot be shared publicly, kindly send it to me directly at michal.k@casino.guru or via Teams.

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.

Dear Tahiri,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further you can contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law, so it might be worth a try.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Best regards,

Michal

Casino Guru

We have reopened this complaint at the request of Instant Casino.

We acknowledge receipt of the information and supporting evidence previously requested in relation to the player’s conduct, which formed the basis for the casinos decision to close the account and confiscate the associated funds.

This material will now be reviewed as part of our ongoing assessment of the case.

Dear Tahiri,

I would like to kindly inquire whether there have been any updates regarding your complaint submitted to the casino’s licensing authority.

Dear Michal,

Thank you for reopening the case. It seems the final legal and license warnings I sent to the casino management finally made them react.

Regarding the licensing authority: I have prepared and initiated the official complaint process. Since these administrative procedures with the gambling authority usually take some time to be officially processed and assigned a file number, I do not have a final official update or verdict from them yet.

However, since Instant Casino has now suddenly decided to provide "evidence" after months of ignoring you, I am highly interested to see what they have fabricated. As Casino Guru has already fully reviewed my clean video recordings of my gameplay, we both know there is absolutely no fraud or breach of terms on my side.

Please review their material and keep me updated. I am ready to counter any false claims they make.

Kind regards,

Kiziban Tahiri

Dear Tahiri,

After a thorough review of all information, evidence, and explanations provided by both parties, I regret to inform you that we have concluded the casino had justified grounds to determine that you did not successfully pass the Know Your Customer (KYC) and Anti-Money Laundering (AML) verification process.

Compliance with KYC and AML regulations is a fundamental requirement throughout the online gambling industry. These regulatory obligations are designed to ensure account security, prevent fraud, and maintain compliance with legal and licensing standards.

Among other things, these requirements generally mandate that all activities related to a player account—including registration, gameplay, account management, and the verification process—must be conducted solely by the registered account holder, without assistance from or involvement of any third parties.

Unfortunately, based on the evidence and information available, there are sufficient grounds to conclude that this requirement was not satisfactorily met in your case.

As an independent dispute resolution service, our role is to assess whether the actions taken by both parties were supported by the available evidence, applicable rules, and accepted industry standards. Following our review, we find that the casino’s actions appear to be consistent with its Terms and Conditions, which were accepted by you during registration, as well as with standard regulatory compliance practices.

In light of the above, this complaint will now be closed as Unjustified.

You are, of course, entitled to disagree with this conclusion. If you still believe the casino accused you unfairly, you may escalate the matter to the casino’s licensing authority or another competent authority in your jurisdiction.

Should you choose to pursue this option, I would appreciate it if you could share the outcome with me at michal.k@casino.guru, as it is always valuable for us to understand how such cases are assessed by external authorities.

Unfortunately, we are unable to provide any further assistance regarding this matter.

I strongly recommend that you take some time to read, understand, and most importantly, follow the casino’s terms and conditions to avoid similar situations in the future.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Regards,

Michal

Casino Guru