Complaint #46 Instant Casino

Instant Casino- Software problem and money gone

By Clément P.

1 year ago

Good morning
On December 15 and 16, 2024, I attempted to place 3 sports bets, for a total amount of 827.34 euros. These sports bets were not validated but the amounts wagered were debited from my account.
The transactions are referenced with the following identifiers: 51132b5b-8d82-4e61-9112-d5e5ebcd0c33 (December 26 at 3:58 p.m.)
3940d468-13da-405a-a6b3-a9e4f018444c (December 26 at 3:58 p.m.)
334905bf-35db-46be-a6f4-73229a0fe28b (December 25 at 3:11 p.m.)
As you will see in the screenshots of my game history, no sports bets were validated on December 25 at 3:11 p.m. and December 26 at 3:58 p.m.
I reported the malfunction on December 25 to the following addresses: support @instantcasino.com and complaints@instantcasino.com.
I have sent numerous reminders but I have not received any response to date and I doubt I will get one.
I would like to have my player account regularized for 827.34 euros.
Thanks in advance

Disputed Casino Instant Casino

Reason Software glitch

Amount €827.34

Discussion

AskGamblers

• Support Team

1 year ago

Dear @heyheymymy,

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

• Representative

1 year ago

Hi there,

Thank you for reopening the case.

The customer was manually refunded on January 14th. Since then, they have proceeded with several additional withdrawals.

Best regards,
Instant Casino Complaints Team

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per Instant Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

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

Withdrawal issues

On Thursday 22nd October I tried to withdraw a modest winning of €220, early the next morning I received an email saying it had been declined and to speak to the support. I contacted support who stated it was a glitch and to try again, I did this but after a few hours I received an email saying that my withdraw was cancelled due to a technical glitch and to resubmit the withdrawal. I did this but still didn’t receive my funds after a further 18 hours so I contacted the chat who advised that my refund was progressing. After 30 hours I contacted the support again and was this time told it was a source of funds verification needed. I completed the source of funds whilst my withdraw was still pending - once my source of funds was verified, I received another email saying it’s a technical glitch and my request is cancelled and to try again. So I have attempted to withdraw again and after another 16 hours still no progress. Therefore I have asked Instant Casino to complete a manual withdraw and they have ignored my request

66h left

€220

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