Instasino Casino - O jogador ainda não recebeu os seus prémios.

Hi - thanks for helping.

On 20-11-2025 I have requested a 5000 EUR withdrawal and the day after I withdrew 3729,75 EUR on 21-11-2025 with Instasino. In their terms and conditions they state they need a maximum of 2 banking days to process the payment. Now yesterday after countless amounts of reaching out to the support of the casino and they stating that I should wait more (mind you I waited almost 2 weeks for my funds), I got a hold of the vip manager on Whatsapp. He told me to cancel the 5000 EUR withdrawal, as there was a chance that since it was a big amount my account could be frozen. I did that with the initial 5000 EUR withdrawal and did not amend the second withdrawal `a 3729,75 EUR as per the instructions of the vip manager.

He assured me that today 2 december 2025 in the morning, my funds will appear on my account. The morning has ofcourse passed and all my withdrawals are still pending. Nothing has been paid to me yet, while this checking and processing should really take 1-2 days maximum. They are just delaying it on purpose which is really unethical and I just want to be paid out. Please help me on this matter. Thank you.

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Dear Farid1997,

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 Farid1997,

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.

Hi Attila,

Thanks for helping. Refer below to the timeline of the full circle.

On 20/11/2025 I withdrew 5000 EUR, as this was the maximum limit Instasino was able to let me withdraw at once. The day after 21/11/2025 I withdrew 3725,25 EUR.

On 01/12/2025 after I sent 30+ emails to the support team I got in contact with the VIP manager. He suggested that I split the first withdrawal (the one on 20/11 of 5000 EUR) into two separate 2500 EUR withdrawals. I followed this advice so on 01/12/2025 I performed a rollback and split the 5000 EUR which was initially requested into 2x2500 EUR.

On 03/12/2025 I received one withdrawal of 2500 EUR. The other two are still pending even the one that was requested on 21/11/2025.

Now today 05/12/2025 two weeks have past since I withdrew the 3725,25 EUR one which I have not received. I am still missing 2500 EUR of the initial 5000 EUR withdrawal which I needed to split.

I only miss the last withdrawal 3725,25 EUR still. That one is pemding from 20-11.

hello?

Dear Farid1997, thank you for your response.

Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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.

Hey, I sent over yet another e-mail to this casino. I added you in the cc. Thanks

Dear Farid1997,

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, Lala (jean.s@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,

Attila G.

Hello Farid1997,

My name is Lala and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

To ensure we have a precise and up-to-date understanding of your case, I would like to kindly ask you to confirm the following details.

Based on the information provided so far, could you please clarify whether you have already received two separate withdrawals of €2,500 each, or if only one €2,500 withdrawal has been successfully paid to you? Could you let us know exactly:

• How many €2,500 withdrawals you’ve actually received, and
• On which date(s) the payment(s) arrived in your account (if any).

This will help us clearly identify which withdrawals are still pending.

I would like to request the presence of a representative from the casino in this conversation.

Dear Instasino Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lala

Dear Farid1997 and Casino Guru Team,

Thank you for bringing this case to our attention.

According to the information provided to us directly by the player during communication with our VIP manager, the player confirmed that the funds were received. Based on this statement, the case can be considered resolved.

Additionally, to complete the final verification of the remaining transaction details, we requested a bank statement from the player to confirm the receipt of the funds. Unfortunately, this document has not been provided so far, which prevents us from fully verifying the payment status internally.

We remain open to cooperation and are ready to continue reviewing the case as soon as the requested bank statement or any additional supporting documents are submitted by the player.

Thank you for your cooperation.

Best Regards,

Instasino Casino Team

Dear Farid1997,

Could you please confirm whether the remaining withdrawal has now reached your bank account? Thank you for your cooperation.

Hello Everyone,

Thank you Instasino Casino for your cooperation but since we didn't get a confirmation from Farid1997, we need to close the complaint as rejected.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

Farid1997 can reopen this complaint anytime.

Best Regards,

Lala