Queja #18 Instant Casino

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

Por Envoitaikina

hace 1 año

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.

Casino en conflicto Instant Casino

Motivo Pago retrasado

Cantidad €223.79

Discusión

AskGamblers

• Support Team

hace 1 año

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

hace 1 año

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 Reseñas

hace 1 año

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

hace 1 año

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.

Estadísticas de quejas de Instant Casino

Resueltas 11 / 20

Cantidad promedio $1,367

Duración media de quejas 5 días

Tiempo de respuesta promedio 3 días

Instant Casino Quejas

Ver todas las quejas contra este casino.

Bloqueo en mi retiro

Tengo un retiro bloqueado de 1500 desde hace 27 dias, síempre me dan la misma respuesta, le he mandado toda la documentación pertinente, dni, selfl y extracto bancaria en varias ocasiones ya pue tambien me ponían inconvenientes. La respuesta es que lo están gestionando. Se niegan a pagarme y estoy desesperada. Le he escrito más de 100 correos y nada.

No resuelta

€1,500

Cierre cuenta sin previamente transferir el saldo a mi favor

Buenos días:
Desde principios de enero estoy intentando que Instant Casino me devuelva el dinero de una retirada, pero es imposible.
Se anuncian como que las retiradas son instantáneas, pero por desgracia en este aspecto es con mucha ventaja el peor casino que conozco.
Me solicitaban para realizar la retirada el documento de identidad y una factura de servicios para realizar la verificación de mi domilicio, pero dichos servicios están a nombre de mi madre pues comparto domicilio con ella. Les he enviado la factura de mi teléfono móvil y me han dicho que no les vale. También les he informado que en el documento nacional de identidad de España en la parte posterior viene descrito el domicilio, y que así podrán hacer la comprobación del domicilio, pero tampoco lo han aceptado.
Me han mareado durante meses y no han realizado nunca la transferencia a mi cuenta bancaria de los fondos que tenía en el casino que ascienden a 247,86€.
Tengo más de 30 correos intercambiados con la empresa a las direcciones [email protected] y [email protected] que si ustedes me dicen como puedo facilitárselos (reenviadolos por ejemplo) para que los revisen se los enviaré gustosamente.
También he mantenido numerosas conversaciones por chat, sin éxito también.
Finalmante de un día para otro, sin previo a aviso y sin devolverme mi dinero, de forma unilateral han cerrado mi cuenta.
Estoy intentando agotar todas las vías amistosas posibles para solucionar el problema, pero en la web no figura el domicilio fiscal del casino, lo cual es extraño.
De una forma u otra llegaré hasta el final, me lleve el tiempo que me lleve. No descansaré hasta que me devuelvan MI DINERO, lo cual espero que sea por voluntan propia del Casino, pero si tengo que contratar que denunciar a la Policía, lo haré. Llegaré hasta el final del asunto para dirimir las posibles responsabilidades, incluso las penales.
Muchas gracias, un saludo.

No resuelta

€248

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.

Resuelta

€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.)

No resuelta

€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.

Resuelta

€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

No resuelta

₹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!

Resuelta

$968

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.

No resuelta

₹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 >

No resuelta

€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

No resuelta

€1,250