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I've been waiting for my transfer for a week now. I withdrew 2000 euros from Instant Casino. It says the withdrawal was made, and I received an email notification, but nothing has arrived in my bank account. I informed them, and they asked for a bank statement, yet I'm still without a response.

Llevo una semana esperando mi transferencia retiré 2000 euros en instant casino me pone que se hizo la retirada me llegó un mensaje al correo pero nada no me llegó nada a mi cuenta bancaria lo informe me pidieron un extracto bancario y a un sigo sin respuesta

Dear cortessomejose,

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,

Kristina

Yes, I have made the complaint because I have seen that I am not the only one to whom this has happened and I have seen opinions and in forums so negative, I am very worried and since they have not yet responded to the message with the bank statement, they have me very nervous, in any case I will wait, for now it has been 6 or 7 days because it was on the 7th when they sent me the successful withdrawal message and I will wait any longer, I have no choice but to see if they solve it, if I see that it is solved I will let you know, if not, well, let's see if you can solve it for me, thank you, a hug and greetings.

Si e puesto la queja porque como e visto que no soy el único al que le a pasado e visto opiniones y en foros tan bien negativas pues estoy muy preocupado y como ellos no me han respondido todavía al mensaje con el extracto bancario me tienen muy nervioso de todas maneras esperaré de momento han pasado 6 o 7 días porque fue el día 7 cuando me enviaron el mensaje de retiro exitoso y de mas esperaré no me queda otra haber si lo solucionan si veo que se soluciona te lo are saber si no pues tan bien haber si ustedes me lo solucionais gracias un abrazo y un saludo

Hello Kristina, look after 12 days of waiting they have responded to me that my withdrawal has been successfully made to my account, then I have taken it and I have gone into my bank account and I had nothing, I have decided to go into the casino account and the money was deposited there, which I have taken and I have communicated it to the casino as to why my withdrawal has been returned to my casino fund and they have not given me the truth that no answer they have simply told me that it was the best for my funds and that I should do the withdrawal again that now everything was fine anyway I have screenshots of everything goes I will wait these days and I will keep you informed hopefully I will receive the money this time

Buenas kristina mira después de 12 días esperando me han respondido de que mi retiro se ha efectuado exitosamente a mi cuenta entonces he cogido me he metido en mi cuenta del banco y no tenía nada me ha dado por meterme en la cuenta del casino y estaba ahí depositado el dinero lo cual he cogido y lo he comunicado al casino de por qué mi retirada ha sido de vuelta a mi fondo del casino y no me han dado la verdad que ninguna respuesta simplemente me ha dicho que era lo mejor para mi fondos y que la hiciera de nuevo la retirada que ahora estaba todo bien de todas maneras tengo capturas de pantalla de todo vale voy a esperar estos días y te voy informando ojalá reciba el dinero está vez

Kristina, I have already received the money, thank you for your understanding and attention.

Kristina ya me a llegado el dinero gracias por tu comprensión y atención

Dear cortessomejose,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru