Instasino Casino - La cuenta del jugador ha sido cerrada.

Hello,

I would like to file a complaint against Instasino Casino. I requested a withdrawal which was never processed. Despite repeated attempts to resolve the matter with their support team, my account was suddenly closed without any prior notice or explanation.

After the closure, I can no longer log in, and my remaining balance and pending withdrawal have disappeared. I have contacted their support multiple times via chat and email, but I am now being completely ignored — no replies at all.

This situation is very concerning, as I feel I have been denied access to my funds unfairly. I kindly ask for your assistance in resolving this issue and ensuring that my withdrawal is processed.

Thank you in advance for your help

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instasino Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email 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

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.

Hello, I received your answer and thank you for the prompt response.

The same day I filed a complaint with you, I saw that I couldn't log into my account and the support team told me that the administration decided to close my account and there was no way to restore it. I hadn't used any bonuses and I was playing on a slot machine. There was also a number on What's up but they told me the same things there and I don't see any help!

Tell me what else you need to resolve the issue.

Thanks in advance.

Γεια σας, έλαβα την απάντηση σας και ευχαριστώ για την άμεση ανταπόκριση.

Την ίδια μέρα που έκανα την καταγγελία σε εσάς είδα ότι δεν μπορούσα να μπω στον λογαριασμό μου και στην υποστήριξη μου είπαν ότι η διοίκηση αποφάσισε να κλείσει τον λογαριασμό μου και δεν υπάρχει δυνατότητα επαναφοράς. Δεν είχα χρησιμοποιήσει κάποιο μπόνους και έπαιζα σε κουλοχέρη φρουτάκια. Υπήρχε και ένας αριθμός στο What's up αλλά και εκεί μου έλεγαν τα ίδια πράγματα και δεν βλέπω κάποια βοήθεια !

Πείτε μου τι άλλο χρειάζεστε για να επιλύσουμε το θέμα.

Ευχαριστώ εκ των προτέρων

Hello Eleni0909,

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 your reply and for your patience.

• Have you saved the communication you exchanged with the casino?
• Could you please share it with me as evidence? Share it with me at tomas@casino.guru

Unfortunately I don't have a screenshot, I didn't expect the issue to get this far and that they would cheat me! However, I have a number that they gave me through customer service that told me exactly the same thing and they don't help, they don't answer. I'm sending them to your email. Thank you very much!!

Δυστυχώς δεν έχω κάποιο screenshot δεν περίμενα ότι θα φτάσει μέχρι εδώ το θέμα και ότι θα με εξαπατήσουν! Έχω όμως από έναν αριθμό που μου έδωσαν μέσω της εξυπηρέτησης που μου έλεγαν τα ίδια ακριβώς και δεν βοηθάνε, δεν απαντάνε. Σας τα στέλνω στο ημειλ σας. Ευχαριστώ πολύ!!

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@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!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Instasino Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good evening, I have sent you the proofs. How will the process proceed?

Καλησπέρα, σας έχω στείλει τα αποδεικτικά. Πώς θα κινηθεί η διαδικασία;

We will wait for casino's response and evidence. There is nothing needed from you at the moment.

Perfect, I'm waiting for more, thank you very much

Τέλεια αναμένω νεότερα ευχαριστώ πολύ

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 Eleni0909 and Casino Guru Team,

Thank you for your message and for taking the time to share your concerns with us. 

We have carefully reviewed the situation related to your account.

We would like to draw your attention to the fact that, in accordance with Section 5.5 of our Terms and Conditions, which you accepted when registering on the platform, when making a deposit each user confirms that all transactions are authorized and will not be disputed or reversed through third parties. The initiation of a chargeback contradicts these provisions and automatically triggers our internal security procedures, which may include the closure of the account.

Additionally, please note that under Section 6.10, our products are consumed instantly during gameplay.

For this reason, refunds or cancellations of services after use are not possible.

We understand that such situations may cause misunderstanding or discomfort, and we sincerely regret if this has been an unpleasant experience for you.

If the chargeback was initiated by mistake, we recommend that you contact your bank to withdraw the dispute and provide us with official confirmation from the payment provider. This will allow us to reassess the status of your account fairly and objectively.

We always strive to ensure that all matters are handled transparently, fairly, and in the shortest possible time, and we appreciate your understanding in this matter.

Best regards,

Instasino Casino Team

Dear player, have you indeed done a chargeback?

Good evening, the transaction dispute was made after you closed my account and I didn't have access to my money! There is evidence for this! The dispute was made because I am not asking for something unreasonable, I am asking for my winnings and for how many months I have not been able to contact any of you, you are canceling my withdrawals even though I have been identified, and you closed my account without any warning. As I have mentioned in previous emails, I will report to you where necessary to resolve the situation and get my money!

Καλησπέρα, η αμφισβήτηση συναλλαγής πραγματοποιήθηκε πιο μετά αφού μου κλείσατε τον λογαριασμό μου και δεν είχα πρόσβαση στα χρήματα μου! Υπάρχουν αποδεικτικά στοιχεία για αυτό! Η αμφισβήτηση έγινε γιατί δεν ζητάω κάτι παράλογο, ζητάω τα κερδισμένα χρήματα μου και για πόσους μήνες δεν μπορώ να επικοινωνήσω με κανέναν σας, μου ακυρώνετε τις αναλήψεις μου παρόλο που έχω ταυτοποιηθεί, και μου κλείσατε τον λογαριασμό χωρίς καμία προειδοποίηση. Όπως έχω αναφέρει και σε προηγούμενα ημειλ θα σας κάνω report όπου χρειάζεται για να επιλυθεί η κατάσταση και να πάρω τα χρήματα μου!

Dear player, you have not answered my question.

About whether I reversed the charge?

Για το αν έκανα αντιστροφή χρέωσης;

Yes

I spoke to my bank to prevent this from happening.

Μίλησα με την τράπεζα μου για να μην γίνει

So, has there been a chargeback?

Not now.

Τώρα όχι

Instasino Casino Team, can you please send the proof of chargeback to my e-mail: pavel.k@casino.guru?

I can also send you the email that tells me the process has stopped!

Μπορώ να σας στείλω και εγώ το ημειλ που μου λένε ότι σταμάτησε η διαδικασία!

Dear Eleni0909 and Casino Guru Team,

We hope this message finds you well.

We have sent the requested document to your email address as instructed. We will be waiting for your feedback regarding this case.

Thank you for your time and cooperation.

Best regards,

Instasino Casino Team

I'm waiting for news...

Περιμένω νεότερα...

Thank you, Instasino Casino Team!

Dear Eleni0909, if you believe that you have not made a chargebacks of your deposits, please, request the documentation from your bank that would confirm that your deposits were processed successfully and were not reversed.

Do you prefer here or by email?

Προτιμάτε εδώ ή σε ημειλ;

You can send them to pavel.k@casino.guru.

Good morning, I sent it to you.

Καλημέρα, σας το έστειλα

Dear Instasino Casino, are you able to provide me with a list of all deposits that were charged back? I have received the document from the player, but it is not clear as well, so I would like to ask them to verify with the bank regarding the particular transactions.

Good evening, I don't understand what the problem is since I didn't receive my money back.

Καλησπέρα σας, δεν καταλαβαίνω πιο είναι το πρόβλημα από την στιγμή που δεν έλαβα το χρήματα πίσω.

Forget the fact that my account was closed while there is a sum of money that I don't have access to! I don't want anything more, I want the money I won!

Παραλείψετε το γεγονός ότι μου έκλεισαν τον λογαριασμό ενώ υπάρχει ένα χρηματικό ποσό, στο οποίο δεν έχω πρόσβαση! Δεν θέλω κάτι παραπάνω, τα λεφτά που κέρδισα θέλω!

Eleni0909, so, the casino has told me that there is just one deposit you had made to the casino. Therefore, it would not be hard for you to ask the bank to confirm that that transaction was not charged back. When the bank confirms it, it would be easier to us to understand where to search for your lost funds.

Not only has one deposit been made, many have been made, and a different provider appears, apparently so that the money does not show up for them!!

I want the money I withdrew and they closed my account without warning and without putting the money in my account! I don't want the deposits, I want the withdrawals

Δεν έχει γίνει μόνο μια κατάθεση έχουν γίνει πολλές, και εμφανίζεται διαφορετικός πάροχος προφανως για να μην φαίνονται τα χρήματα σε αυτούς!!

Εγώ θέλω τα χρήματα που έκανα ανάληψη και μου έκλεισαν τον λογαριασμό χωρίς προειδοποίηση και χωρις να μου βάλουν τα χρήματα! Δεν θέλω τις καταθέσεις θέλω τις αναλήψεις

Dear Eleni0909, if you have done the chargeback, you are not eligible for the winnings. So far, we have received proof from the casino that you have done the chargeback. If you believe you did not do it, then we need proof from you as well. If you cannot provide it, then I am forced to reject your complaint for non-cooperation.

Good evening, I sent you an email saying that the chargeback was not completed, can I send it to you again! Also, what else should I have done since they closed my account?

It was done without warning and there was a pending amount to be credited to my account and it never happened!

Καλησπέρα, σας έστειλα ημειλ όπου λέει ότι δεν έγινε η ολοκλήρωση της αντιστροφής χρέωσης, μπορώ να σας το στείλω ξανά! Επίσης τι άλλο να έκανα από την στιγμή που μου έκλεισαν τον λογαριασμό;

Έγινε χωρίς προειδοποίηση και υπήρχε πόσο σε εκκρεμότητα για να πιστωθεί στον λογαριασμό μου και δεν έγινε ποτέ!

I received your e-mail, but I cannot be sure if it concerns the chargeback of that particular deposit and not any other transaction. That is why I am asking you for the confirmation regarding the particular transaction.

The other thing, is that no matter what you never request a chargeback, it is extremely unfair and, it will not just make you ineligible for any winnings, it may cause you problems even with other casinos in the future.

What if there was a chargeback after my account was closed, am I not entitled to any winnings? I had already won and my account was closed, and I have sent you proof of that!

How can I prove to you that it didn't happen? This is the email they send

Τι ότι έγινε αντιστροφή χρέωσης αφού μου έκλεισαν τον λογαριασμό δεν δικαιούμαι κέρδη; Είχα ήδη κερδίσει και μου έκλεισαν τον λογαριασμό και σας έχω στείλει αποδείξεις για αυτό!

Πώς μπορώ να σας αποδείξω ότι δεν έγινε; Αυτό είναι το ημειλ που στέλνουν

No, if there was a chargeback after my account was closed, you are not entitled to any winnings too. You should have lodged the complaint here or anywhere else first.

Regarding how you can prove that you have not done the chargeback, you must ask the bank about your deposit and to ask to to confirm that it was not reversed. Please, do so.

But I filed a complaint here and then the refund request was made and it was already canceled!

Μα έχω κάνει εδώ καταγγελία και μετά έγινε η αίτηση της επιστροφής και ακυρώθηκε κιόλας!

All right, I can see another way here. Can you redirect me the e-mail where you have requested the chargeback, then cancelled it and receive confirmation from the bank that it is cancelled. Not screenshots, but redirected e-mail to pavel.k@casino.guru.

I'll send it right away.

Το στέλνω αμέσως

Dear player, is there any communication where you request the chargeback? I can see that the bank representative refers to some transaction, but it is said nowhere that the transaction in question is the chargeback.

Communication is not done through the app. But you see that it is not completed!

Επικοινωνία όχι γίνεται μέσω της εφαρμογής. Αλλά βλέπετε ότι δεν ολοκληρώθηκε!

I do not see that you have cancelled the chargeback because chargeback is not mentioned in the communication, just some transaction, which is cancelled because "the documents you sent us concern another merchant". So far we have proof from the casino that you had made a chargeback, and your evidence, as much as I would like to be, is not sufficient. Please, find the deposit transaction ID in your bank statement, write to the bank and ask them if that transaction was reversed or not, mentioning the ID or number of that transaction. Then, please, redirect the communication to me along with the screenshot of the transaction from your bank statement. Unfortunately, this is the last thing I can ask of you, I cannot see any other way for you to prove that you have cancelled the chargeback, so, if you will not contact the bank once again, I will be forced to reject your complaint.

I don't fully understand what you're asking me. The statements I made?

Δεν καταλαβαίνω απόλυτα τι μου ζητάτε. Τις καταθέσεις που έκανα;

You must find the deposit transaction in your transaction history in your bank (bank statement). Let me know, if you need further explanations.

Tell me what dates?

Πείτε μου ποιες ημερομηνίες;

You must find the deposit transaction which must be shown on the day you have made a deposit.

I'm sending them to you by email, they're from the bank!!

Σας τα στέλνω στο ημειλ, είναι από την τράπεζα!!

You need to send them to the bank and ask them to confirm that those deposits were not reversed.

They haven't been canceled. They're in the previous email!!!

Δεν έχουν ακυρωθεί. Είναι στο προηγούμενο ημειλ !!!

All right, this is the last chance. I have asked you multiple times to contact your bank via e-mail, stating transaction numbers of deposits and asking them to confirm if those deposits were not reversed. You have declined to do so for multiple times. If you will not do so after this message, I am forced to reject your complaint for non-cooperation and chargeback, since the casino has provided us the evidence of it.

I told you, I contacted the bank. You will see them in the email I sent you. I can send it to you again if you want.

Σας είπα, επικοινώνησα με την τράπεζα. Θα τα δείτε στο ημειλ που σας έστειλα . Μπορώ να σας το ξανά στείλω αν θέλετε

From what I understand, the casino may also send you a confirmation that no refunds have been made on deposits.

Από ότι καταλαβαίνω μπορεί και το καζίνο να σας στείλει να σας επιβεβαιώσει ότι δεν έχουν γίνει επιστροφές στις καταθέσεις .

Dear player, the casino has provided us with the proof that you have done the chargeback. I have asked you multiple times to communicate to the bank stating the particular deposit transaction, and you have not done so. Therefore, I must reject your complaint.