Complaint #40 Instant Casino

Casino refuses to give me my money that was left on my account after it was closed

By Envoitaikina

1 year ago

Instant Casino wanted me to send a bank statement including full bank info, name and physical address in PDF format. Bank statements downloaded from the bank don't include addresses. So I had to order one by mail from the bank, which cost me money. Then I had transform it into a PDF file, which required buying a printer-scanner to do that.

I did all that, and sent the document. After 4 days of silence, they replied that they need a "formal PDF bank statement from the bank." I have already sent one in the beginning of this process, and that doesn't include an address. That's why I sent the scanned one that had the address. I met all their criteria, sent the documents they asked and now they are just making up new rules so they wouldn't have to pay. I have waited for my money now for over 5 weeks.

Disputed Casino Instant Casino

Reason Delayed payment

Amount €223.79

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, that the original amount was refunded, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Instant Casino

• Representative

1 year ago

Hi there,

The refund was processed following our standard procedures, with document requests made for compliance and security reasons. While we understand the player’s frustration, costs for obtaining documents are not our responsibility. The full refund of the original amount has been issued.

Best regards,
Instant Casino Complaints Team

Envoitaikina

• 1 reviews

1 year ago

The whole refund process took close to 3 months because Instant Casino suddenly changed their requirements for the documents. They made me order documents from a bank that cost me money. They refunded the original amount, but refused to compensate for the cost of getting the documents, a printer-scanner and for the unreasonable time they took to process the refund.

AskGamblers

• Support Team

1 year ago

Dear @Envoitaikina,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Instant Casino Complaint Stats

Resolved 14 / 21

Avg. Amount $1,305

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Instant Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 8 out of 10 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Instant Casino Complaints

See all complaints for this casino

11 days and no money received

Hello,
I would like to file a complaint regarding two withdrawals from Instant Casino that are marked as “paid” in their system but have not been received.
The casino confirmed the payments as ‘paid’, which makes this situation particularly concerning.
Details:
First withdrawal: 700€
Second withdrawal: 750€
Total amount: 1450€
Withdrawal method: bank transfer (same verified account used previously)
I have been playing on this casino for several months and have successfully completed multiple withdrawals before, including amounts higher than these.
Important facts:
My bank account has been verified multiple times, including recently
I did not change any payment details
I have received other withdrawals AFTER these two transactions without any issue (within 24 hours)
These two withdrawals are the only ones affected
Actions already taken:
I contacted support multiple times
I was told the payments were “processed” / “paid”
At their request, I provided my full bank statement (from April 7th to April 13th), clearly showing that no funds were received
Despite this, I only receive generic responses such as “our team is working on it” with no actual update or proof
Main issue: The casino claims the payments were completed, but they are unable to provide:
proof of transfer
transaction ID
payment provider details
actual sending date
This strongly suggests that the payments were either not sent or are blocked internally.
Request: I am asking for:
either a valid proof of payment for both transactions
or immediate cancellation and refund of the amounts to my casino balance
I have fully cooperated and provided all requested documents. There is no justification for further delay.
At this stage, this situation appears to be an unjustified withholding of funds.
Thank you for your assistance.

Resolved

€1,450

Responsible gambling breachh

In August 2025 I requested a self-exclusion from my casino account due to gambling problems.

The casino confirmed my request and informed me that my account would be closed.

However, in January 2026 I was able to reopen my account and log in again. This should not have been possible because the account was previously self-excluded.

After reopening the account, I was able to deposit and gamble normally. During this period I deposited approximately 7,500 € and lost the funds.

Allowing a self-excluded player to reopen their account and continue gambling is a serious breach of responsible gambling rules.

I contacted the casino support requesting a refund of the deposits made after the self-exclusion, but the issue has not been resolved.

Therefore, I am requesting a refund of all deposits made after my self-exclusion request.

(I've attached photos in the best way possible, email requests and confirmation from the casino itself, and a conversation with InstantCasino's live support.)

Unresolved

€7,500

Failing to process 700 EUR withdrawal

Hello,

I am extremely frustrated with Instant Casino regarding my €700 withdrawal. Despite submitting my request a long time ago, my funds are still pending.

Support has sent email after email, claiming my withdrawal is “being processed” or asking me to “wait,” but it is clear that nothing has actually been done. They have not started processing my withdrawal at all, and the repeated assurances in their emails are misleading and dishonest.

I consider this behavior unacceptable and request that Instant Casino immediately process my withdrawal and provide a truthful and clear update on its status. I also urge other players to be cautious, as this demonstrates a pattern of misleading communication.

Thank you for your attention.

Resolved

€700

630RS not credited

I deposited 600rs on instant casino website and they have not credited the money even after the merchant of the deposit page said succesfull. I reached out to the live support and got no answer even after submitting the required screenshots and transaction id. I have switched to this site after another betting site and my first experience is terrible and frustrating.
UTRTransaction Id- 563487501836

Unresolved

₹630

Account closed and the casino keeping funds

This casino closed my account and there are still funds on it. I have already tried to reach out to the casino for more info and to try and get my funds back and they are not giving clear answers and are now ignoring me. There was exactly $968.01 CAD on the account when it was closed. All they said was that there was a breach of the Terms and Conditions which is not true at all. I'd like my money back!

Resolved

MIssing deposits

This is the worst casino I have played. My 3rd deposit is missing now although the system responded with Success. Such a pathetic service and payment gateway.

I have 3 deposits mising now.

AMOUNT : 25555 INR

dd0a5871-9fae-41ea-882b-b54db16ab201

AMOUNT : 20888 INR

3202a895-8282-4674-a52c-ecb8961fe0b1

And now today, 27.08.

AMOUNT :19999 INR

0af7dfbe-8e17-4541-a8b2-79f92511f73d

When will you fix this.

Unresolved

₹66,442

3500Eur confiscated and verified acount closed without explanation

Dear AskGamblers Complaint Team and InstantCasino Support,

I'm submitting this complaint regarding the unjustified closure of my account at InstantCasino and the confiscation of €3,500, despite full compliance with the casino’s terms and conditions.

Timeline:

I created my InstantCasino account on July 23rd, 2025.

A few days into playing, I made my first withdrawal request of €1,000, which remained pending for over 48 hours.

After contacting Telegram moderators and following up, my withdrawal was finally processed and paid.

I continued playing fairly on Slots, Baccarat, and Roulette, including some tournaments, and managed to win more funds.

I then requested a second withdrawal of €1,400. This was again stuck for 40+ hours, so I contacted both email support and Telegram mods.

Then, my withdrawal was cancelled and I was informed that verification documents (ID and proof of address) were needed, which I submitted immediately.

Shortly after, I received confirmation that my account was successfully verified and was instructed to submit a new withdrawal.

I re-submitted the withdrawal for €1,400, leaving around €2,100 in my account balance.

Sudden Account Closure:

On the morning of July 30th, I received an email from InstantCasino stating that:

“Your account has been closed due to an internal decision, and your funds have been confiscated.”

The email provided no reason, no specific clause I violated, just a generic link to their Terms and Conditions (screenshot attached).

This came after full verification, fair play, and being told to proceed with the withdrawal.

Supporting Evidence:

Screenshot of the closure email

Screenshots of my first-place finishes in multiple casino tournaments taken after the tournaments ended or minutes before.

Email chain confirming my withdrawal was cancelled and verification approved

Telegram chats with mods showing that I was actively trying to resolve the withdrawal delay, following all guidance, and cooperating respectfully throughout

My Request:

I am certain I have not broken any rules. I was a fully verified player acting in good faith.

I request that InstantCasino clearly states the reason for this drastic decision.

I respectfully ask AskGamblers to mediate and help ensure that my €3,500 balance is returned.

Thank you for your time and assistance in this matter.

Sincerely,

< full name removed >

Unresolved

€3,500

Withdrawal pending 1 week

Hi,

I made a withdrawal in this casino 1 week ago of 1250 EUR. They requested proof of identification of a card that they say it has been used for deposit when I have never activated it and my bank told me it is impossible to do transfers. After sending all proofs, they requested again about another card that is ending in a number that I have never had. I have told them that I don't know about this card and they keep requesting me to send it.

I don't know what to do now, it's so frustrating. Please if you can help me I will be very grateful.

Thanks and regards

Unresolved

€1,250

Unable to withdraw funds and declined every withdrawal request

Hi AskGambler Team,

I made my first deposit of 5000 INR on instantcasino and won some amount, now trying to withdraw, but every time my withdrawal is getting declined without any reason.

I selected IMPS bank withdrawal, which is the only method that is used for deposit (Bank Deposit)

Neither do I need KYC verification since it was not asked, and the amount of the transaction is small.

The support team is not clear why my payment request is being declined every time. There is no option to enter my bank details while placing the withdrawal. As soon as I selected the withdrawal amount, it got debited from my game account, and the request for withdrawal is showing in my history. But without taking banking details, how will I receive the withdrawal?

I conveyed the support team multiple times, but they are not able to understand the issue exactly.

Hereby attached evidence.

Disputed Amount: 12500 INR

Rejected

₹12,500

Not paying my withdrawal for one week now

Ok, so i opened an account with instant casino and deposited around 1500usd, played casino games and made sports betting. So far everything normal, when I made a withdrawal of 250usd on April 30th, the withdrawal kept being processed for 5 days now I am chatting to the team 3/4 times a day and sending emails every 3/4 hours and getting the same stupid automated reply:

"Hello,
Greetings from Instant Casino!
Thank you for reaching out. We can assure you that the team is working on the case and you will be notified as soon as there is any development on the matter.
Wishing you a great rest of your day and remain at your disposal.
Kind regards,
Stan
Instant Casino Support"

I tell them what are you working on that is taking 5 days!?! what is the case?

"you keep telling me the team is working on the case, i dont understand what the case is? What is there to work upon when it is just a simple withdrawal of 250usd, all casinos pay immediately and yet you keep sending me emails saying the team is working on it as if they are building a spacecraft!!! what an illogical response and such a bad customer service"

"you keep sending me comforting emails but nothing is happening and i have not received my money
what is it thats taking so long? clearly this casino has no cash to pay his customers? i have lost 2000usd, deposited them all and now when i want to withdraw 250usd youre not sending it to me and delaying so i play and lose? what a shame. unbelievable"

again stupid irrelevant reply today
"Hello,
Greetings from Instant Casino!
We completely understand your frustration, and we’re truly sorry for the delay—this is not the experience we aim to provide!
Your withdrawal is still in the queue and will be processed as soon as possible.
The relevant team is actively handling it, and while we can’t provide an exact timeframe just yet, please rest assured that your funds are secure and the request hasn’t been forgotten or ignored.
We know this delay has been disappointing, and we really appreciate your patience. You'll receive a notification via email as soon as the transaction is completed.
Please don’t hesitate to reach out if you have any questions in the meantime—we’re here to help.
We wish you a great rest of your day and remain at your disposal.
Kind regards,
Jane
Instant Casino Support"

now tell me how can you trust such a casino when they say instant withdrawals and it takes 5 days and 20 emails and no progress. clearly this casino is scam and taking clients' money. i shall change my review if they reply to my complaint and pay me my money. clearly, they will say send your case to complaints department and i have already copied the complaints department on all the emails

Resolved

$250