Queja #73 Instant Casino

Responsible gambling breachh

Por Abraham G.

hace 2 meses

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.)

Casino en conflicto Instant Casino

Cantidad €7500

Discusión

abr19Ak

• España

hace 2 meses

Thank you for the update.

I would also like to point out an important detail based on the communication I received from Instant Casino support.

According to the email from the casino, the maximum self-exclusion period available is 6 months. However, my original request was made on August 15th 2025, and I was able to access my account and gamble again around January 15th 2026.

This means that even according to the casino's own stated maximum exclusion period of 6 months, the restriction was not properly enforced, since the account became accessible before the full period had passed.

This further confirms that the exclusion request was not handled correctly and that the account should not have been reopened when it was.

I hope this information helps clarify the timeline of the case.

abr19Ak

• España

hace 2 meses

Dear AskGamblers Team and Instant Casino,

Thank you for reopening this complaint.

I would like to reiterate that this case concerns a very serious responsible gambling issue. In August 2025, I requested a one-year self-exclusion from Instant Casino. Despite this request, my account was later reopened in January 2026 and I was allowed to deposit and gamble during the exclusion period.

I have already provided all the relevant evidence, including the original request for exclusion and the subsequent communications with the casino support team. Additionally, after contacting the casino privately in January, I was told that my case would be reviewed and that I should be patient, but the operator eventually stopped responding to my emails.

I made several attempts to resolve this matter directly with the casino and also through mediation. However, the lack of cooperation from the operator has prevented this issue from being resolved so far.

Given the seriousness of allowing gambling activity after a self-exclusion request, if this matter cannot be resolved fairly through this complaint process, I will proceed with escalating the case to the relevant regulatory authority and continue pursuing the matter through my financial institution.

I remain open to resolving this matter amicably, but the situation requires a clear and responsible response from the operator.

Kind regards,
Abraham Gómez Romero

AskGamblers

• Support Team

hace 2 meses

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.

AskGamblers

• Support Team

hace 2 meses

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Instant Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

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

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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.
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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
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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.

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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.

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3202a895-8282-4674-a52c-ecb8961fe0b1

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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 >

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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.

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