Instant Casino - O jogador acredita que o seu pagamento foi atrasado.

Ladies and Gentlemen

On July 7, 2026, I made a withdrawal of €4,000 from Instant Casino to my registered account. On July 9, 2026, I made another withdrawal of €2,300. Since no funds appeared in my account after several days, and the casino indicated that the transaction was successful on their end, I contacted my bank. They confirmed that no such transaction had been received. I contacted Instant Casino's customer support multiple times and provided my bank statements, which clearly show that no money had been credited to my account. Support always responded the following day, claiming that they had transferred the money. However, this is impossible, as I have proof that no money has been credited to my bank account. Please help me! I feel cheated and I'm getting nowhere with the casino's support; they keep telling me the same thing.

Here are the withdrawal details from the casino website:

WITHDRAWAL

EUR

4000.000000000000000000

July 7, 2026 00:58

PAID

[redacted]

WITHDRAWAL

EUR

2300.000000000000000000

09 Jul 2026 01:45

PAID

[redacted]

Sehr geehrte Damen und Herren,

am 07.07.2026 habe ich im Instant Casino eine Auszahlung von 4000 Euro auf mein hinterlegtes Konto getätigt, am 09.07.2026 habe ich nochmals eine Auszahlung von 2300 Euro getätigt. Da nach einigen Tagen kein Geldeingang auf meinem Konto aufgefallen ist und laut des Casinos die Transkation auf Ihrer Seite erfolgreich getätigt wurde, habe ich mit meiner zuständigen Bank gesprochen, diese bestätigten mir, dass kein Transaktionseingang in dieser Höhe erfolgt ist. Ich habe mich mehrfach an den Kundensupport von Instant Casino gewendet und mehrfach meine Kontoauszüge vorgelegt, wo eindeutig erkennbar ist, das auf meinem Konto kein Geld eingegangen ist. Der Support hat sich immer am Folgetag gemeldet und darauf verwiesen, das Sie das Geld überwiesen habe. Das kann jedoch nicht sein, da bei mir nachweislich kein Geld auf dem Bankkonto eingegangen ist. Bitte helfen Sie mir! Ich fühle mich betrogen und komme über den Support des Casino nicht weiter diese erzählen mir immer das selbe.

Hier die Auszhalungsdaten der Casino-Seite:

WITHDRAWAL

EUR

4000.000000000000000000

07 Jul 2026 00:58

PAID

[redacted]

WITHDRAWAL

EUR

2300.000000000000000000

09 Jul 2026 01:45

PAID

[redacted]

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Dear Billy2508,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jean,

Thank you for your prompt reply. I am a patient person and will of course wait a few more days, but I would like to ask you not to close this complaint until then. Here is some additional information: I have previously made several withdrawals, all of which were received in my account without any problems. My verification is also complete on the Instant Casino website; I will attach a screenshot as confirmation. Instant Casino confirmed via email that the transactions have already been processed and the funds have been sent, and that I should contact my bank. I am attaching two corresponding screenshots to this message. The withdrawals were therefore reviewed and approved by the casino beforehand. This all seems a bit strange to me, as I still haven't received any funds in my account. I am always very friendly and respectful when speaking with customer support. Thank you for your help and support.

Sehr geehrte(r) Jean,

vielen Dank für die schnelle Rückmeldung. Ich bin ein geduldiger Mensch und werde diese Tage natürlich noch abwarten können, möchte Sie aber bitten diese Beschwerde bis dahin nicht zu schließen. Noch ein paar Informationen für Sie, ich habe zuvor schon mehrere Auszahlungen getätigt, die alle ohne Probleme auf meinem Konto eingegangen sind. Meine Verifizierung ist ebenfalls vollständig auf der Instant Casino Seite, ein Bild als Bestätigung werde ich Ihnen anhängen. Das Instant Casino hat mir per Mail bestätigt dass die Transaktionen bereits ausgeführt wurden und bei denen das Geld rausgegangen ist und ich mich mit meiner Bank in Verbindung setzen solle, ich hänge Ihnen zwei entsprechende Screenshots an diese Nachricht an. Die Auszahlungen wurden demnach vom Casino zuvor geprüft und genehmigt. Das macht mich alles etwas stutzig, da bisher immer noch kein Geldeingang auf meinem Konto zu verzeichnen ist. Im Gespräch mit dem Kundensupport bin ich immer sehr freundlich und respektvoll. Vielen Dank für Ihre Hilfe und Unterstützung.

Dear Billy2508,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Jean,

I'm doing quite well so far, thank you very much, I hope you are too. Unfortunately, no money has arrived in my account to this day, neither the first withdrawal of €4000 nor the second withdrawal of €2300. I haven't been in contact with casino support since July 16, 2026, as I wanted to wait the 14-day period. I hope you can help me. I received the last email from casino support today, informing me that I have now been assigned a VIP manager; perhaps something can be achieved through him. What documents do you need? I will provide everything. Thank you very much for your help; I hope I haven't been cheated out of my money and that I will get it back.

Sehr geehrte(r) Jean,

mir geht es soweit ganz gut, vielen Dank, ich hoffe Ihnen auch. Leider ist bis zum heutigen Tage kein Geld auf meinem Konto eingegangen, weder die erste Auszahlung in Höhe von 4000 Euro also auch die zweite Auszahlung in Höhe von 2300 Euro. Ich hatte seid dem 16.07.2026 keinen Kontakt mehr mit dem Casino Support, da ich die Zeit von 14 Tagen abwarten wollte. Ich hoffe Sie können mir helfen. Die letzte Mail vom Casino Support habe ich heute erhalten, in der mir mitgeteilt wurde, dass ich nun einen VIP Manager zugeteilt bekommen habe, vielleicht kann man über Ihn etwas erreichen. Welche Unterlagen benötigen Sie, dann stelle ich Ihnen alles zur Verfügung. Vielen Danke für Ihre Hilfe, ich hoffe ich werde nicht um mein Geld betrogen und bekomme es zurück.

Thank you for the update. Please answer the following questions so I can better understand the situation.

• Have you accumulated your winnings with or without an active bonus?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Could you let us know how long it usually takes for your previous withdrawals to be processed?
• For an independent review, could you please forward the bank statements that you sent to customer support to jean.s@casino.guru?

Thank you very much in advance for your assistance.

Good evening Jean,

I'll gladly answer these questions for you.

(1) I never played with a bonus, therefore I obtained my winnings without an active bonus.

(2) I have chosen bank transfer to my bank account as the payment method for the withdrawal; yes, I have also used this payment method for previous withdrawals. Same withdrawal method and same account.

(3) The previous withdrawals always went quite smoothly. The verification and approval by the casino took less than a day, and the money was in my account the following day. On May 31, 2026, I made a withdrawal of €4,000, which was in my account on June 1, 2026. On May 21, 2026, I made a withdrawal of €2,300, which was in my account on May 22, 2026.

(4) I will provide you with all bank statements by email. I have also sent these bank statements to my VIP manager at Instant Casino so that he can also look into the problem. I will also include the VIP manager's email address in the email; perhaps you can get somewhere through him.

I hope you can help me. I really need the money urgently right now and I depend on it.

Thank you!

Guten Abend Jean,

gerne beantworte ich dir diese Fragen.

(1) Ich habe nie mit einem Bonus gespielt, demnach habe ich meine Gewinne ohne aktiven Bonus erziehlt.

(2) Als Zahlungsmethode für die Auszahlung habe ich die Banküberweisung auf mein Bankkonto gewählt, ja diese Zahlungsmethode habe ich auch bei den vorherigen Auszahlungen verwendet. Selbe Auszahlungsmethode und selbes Konto.

(3) Die bisherigen Auszahlungen liefen immer recht reibungslos. Die Überprüfung und Freigabe vom Casino hat weniger als einen Tag gedauert, am Folgetag war dann das Geld auf meinem Konto. Am 31.05.2026 habe ich eine Auszahlung von 4000 Euro getätigt, am 01.06.2026 war diese dann auf meinem Konto. Am 21.05.2026 habe ich eine Auszahlung von 2300 Euro getätigt, am 22.05.2026 war diese dann auf meinem Konto.

(4) Ich werde Ihnen alle Kontoauszüge per Mail zur Verfügung stellen. Diese Kontoauszüge habe ich ebenso meinem VIP Manager von Instant Casino gesendet damit dieser dem Problem ebenfalls nochmal nachgehen kann. Ich werde Ihnen die Mailadresse des VIP Managers auch mit in die Email setzen, vielleicht können Sie ja über Ihn was erreichen.

Ich hoffe Sie können mir helfen. Ich brauche das Geld derzeit wirklich dringend und bin darauf angewiesen.

Vielen Dank!

Dear Billy2508,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Maria, (maria.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Billy2508,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Instant Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Instant Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could provide your statement regarding this situation and clarify why the player's funds have not been credited to their account.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria