Instant Casino - A conta do jogador foi encerrada sem explicação.

I created an account today at Instantcasino, verified myself, all ok. I made 6 deposits totaling 300 euros. Eventually, I won and requested a withdrawal of 600 euros. My withdrawal hadn't even been processed after several hours, so I played a bit more and won another 500 euros. This withdrawal wasn’t processed either, so I kept playing and won an additional 600 euros.

I made a total of three withdrawals totaling 1700 euros (about 19000 SEK).

I emailed support asking why it took so long to process my withdrawals, but received no response all day. I emailed 5 times (they still haven't replied).

I went to the chat and asked why it was taking so long and got kicked out of the chat. I tried logging in again but discovered I couldn’t log in. I wrote in the chat again and asked why I couldn’t log in, and they replied that they had closed my account. They didn’t tell me why.

I’ve tried getting help in the chat 8 times today, and I keep getting the answer that someone will contact me. When I asked what the department responsible for my money is called, I was told they don't have a name, and the person in the chat doesn’t know (I’ve saved all the chats).

So, the casino closed my account without reason or explanation, took my deposits, took my withdrawals, and ignored me via email (I emailed both the customer service and complaints email).

I suspect there is no one actually working in these departments as they seem made up.

I have reported this to askgamblers and Curaçao complaint management.

Jag skapade ett konto idag på Instantcasino, verifierade mig, allt ok. Jag gjorde 6 insättningar på totalt 300 euro. Tillslut vann jag och gjorde uttag på 600 euro, mitt uttag hadeninye ens behandlats efter flera timmar så jag spelade lite till och vann ytterligare 500 euro. Detta uttag behandlades inte heller så jag fortsatte spela lite till och vann ytterligare 600 euro.

Jag gjorde alltså totalt tre uttag på totalt 1700 euro (ca 19000kr).

Jag mailade supporten om varför det tog sån tid att behandla mina uttag, ingen återkoppling på hela dagen. Jag mailade 5 gånger (dom har fortfarande inte svarat).

Jag skrev i chatten och frågade varför det tog sån tid, jag blev då utkastad från chatten. Jag försökte logga in på nytt men upptäcker då att jag inte kan logga in. Jag skrev i chatten igen och frågade varför jag inte kunde logga in, de svarade då att de har stängt mitt konto. Jag fick inte veta varför.

Jag har försökt få hjälp i chatten 8 gånger idag, jag får bara svaret att någon kommer kontakta mig, när jag frågar vad avdelningen heter som har ansvaret över mina pengar så får jag svaret att dom inte har ett namn, hon i chatten vet inte (jag har sparat alla chattar).

Så casinot stängde mitt konto utan anledning och utan förklararing, tog mina insättningar, tog mina uttag, ignorerar mig på mailen (jag har mailat både kundtjänst och klagomålsmailen).

Jag har förstört att det finns ingen som jobbar på alla dessa avdelningar för dom är påhittade.

Jag har anmält till askgamblers och curaçao klagomålshantering.

Hello Flaxiflax,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hi, it was real money (no bonus money).

I chatted with them yesterday, they just reply that "someone will contact you", they reply over and over, but no one contacted me.

No, a withdrawal should not take that long. Max 24 hours according to them. But the problem is that they have closed my account without telling me why, and now they are not going to pay my withdrawals. They closed my account because I made a withdrawal (I've read about several people who have had the exact same thing happen to them).

this is a casino that doesn't want to pay big bucks but just cheat people on deposits

I verified my account when I opened it with code alone, but I never got the chance to verify myself at the checkout with anything else to prove my account, because they closed my account without explanation.

Hej, det var riktkha pengar (inga bonus pengar).

Jag chattade med dom igår, de svarar bara att "någon kommer att kontakta dig", svarar de om och om igen, men ingen kontaktad mig.

Nej, ett uttag ska inte ta så långt tid. Max 24 timmar enligt dom själva. Men problemet är att dom har stängt mitt konto utan att meddela mig varför, och nu tänker de inte betala mina uttag. Dom stängde mitt konto för att jag gjorde uttag (jag har läst om flera som har råkat ut för precis samma sak).

det här är ett casino som inte vill betala svindyrt utan bara lura folk på insättningar

Jag verifierade mitt konto när jag öppnade det med ensam kod, men jag fick aldrig chansen att verifiera mig vid uttaget med annat för att styrka mitt konto, för de stängde mitt konto utan förklaring.

Hi, I chatted with them again, this is proof that the company is not honest. The first guy in the chat says that my payments are made and that I should contact my bank, I understood art one was a lie because I haven't received a single email that my withdrawals are on their way. All of a sudden a new person enters the chat saying that they haven't paid out any money at all (I have saved all the chats)

Hej, jag chattad med dom igen, detta är bevis att företaget inte är ärligt. Den första killen i chatten säger att mina utbetalningar gjorda och att jag ska kontakta min bank, jag förstod arts etta var lögn för jag har inte fått ett enda mail att mina uttag är på väg. Helt plötsligt kommer en ny person in i chatten som säger att dom inte alls har betalat ut några pengar (jag har sparat alla chattar)

I got my money now, but still no explanation to the closed account and no one answered the emails or contacted me.

stay away from this casino. Case closed.

Dear Flaxiflax, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru