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€616,000 balance confiscated after verification and successful withdrawals

Hello,

I am submitting this complaint regarding Instant Casino.

My account was fully verified, including approval of Source of Funds (SOF). I was allowed to deposit, play, and accumulate winnings without any restriction.

At one point, my balance reached €616,000, which was also confirmed by the casino.

Several withdrawals were successfully processed to my bank account via their payment provider (Igloo Ventures SRL). This clearly demonstrates that my account, activity, and winnings were considered valid.

However, when I attempted to withdraw the remaining balance, the situation changed completely:

• My access to the account became restricted
• I was unable to log in from my country without using a VPN, while the use of a VPN is explicitly prohibited under their own Terms and Conditions
• I was repeatedly asked to provide documents, which I supplied in full
• Despite full cooperation, my account was ultimately closed
• The entire remaining balance of €616,000 was voided
• The casino now refers only to general Terms and Conditions, without providing any specific, verifiable explanation of what rule I allegedly violated.

From my perspective, this appears to be a case of selective enforcement:

• all activity is accepted while playing and winning, but once a significant withdrawal is requested, the rules are applied differently.
• I have full documentation to support my case, including:
• Confirmation of full account verification (SOF approved)
• Confirmation of the €616,000 balance
• Evidence of prior successful withdrawals
• Complete correspondence with the casino

I respectfully request Casino Guru to review this case and assist in facilitating a fair and transparent resolution.

This matter is currently being escalated through legal channels and has also been reported to the relevant licensing authority.

P.S I have more files and evidence.

Kind regards,

Virgill *****

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand correctly that the main issue appears to be your activity from a restricted jurisdiction?
• Have you ever accessed the account without the need to use a VPN service?
• Have you filled out your player profile with accurate personal information before depositing and playing?
• If there is any other supporting evidence you wish us to review, send it to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response.

I have been a player at the casino since December 2025.

Until March 13, 2026, I was able to access the website, deposit, play, and withdraw without any issues. From that date onwards, access became restricted.

So yes, I was able to access my account normally without a VPN until March 13, 2026. After that, access was no longer possible from my location.

All personal information provided was accurate. My account was fully verified, including KYC and Source of Funds (SOF), and I have proof of this.

I also have full documentation, including balance confirmation (€616,000), successful withdrawals, and all correspondence.

I will send my complete dossier, including all supporting documents and attachments, to your email for review.

From my perspective, all activity was accepted and validated while playing, including withdrawals, but once I requested the remaining balance, the situation changed and the funds were voided without clear justification.

Please let me know if you need anything further.

Kind regards,

Virgill

Hello Furry1987,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Furry1987,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Furry1987,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Furry1987,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will attempt to contact the casino team to see if I can assist you. However, I must inform you that Instant Casino has not been particularly cooperative in resolving player complaints with us recently, and they currently have several unresolved complaints, which unfortunately diminishes the likelihood of a favourable outcome for your complaint. Nevertheless, I will reach out to them and endeavour to find a way to help resolve the matter if possible.

We want to invite Instant Casino to join the conversation.

Dear Instant Casino,

I acknowledge the regulations specified in your terms and conditions, and it is true that the player consents to these rules upon registering their account. However, allowing the player to register, make deposits, engage in gameplay, and incur losses, while only referencing these rules after the player achieves a win, does not align with the fair practices we strive to promote.

From our perspective at Casino Guru, in our mission to promote a fair and transparent gaming environment, we advocate for clear and consistently enforced rules. Most top casinos already implement automated systems that restrict access, registration, and deposits from prohibited regions from the outset. This approach ensures that players are protected and that terms are upheld transparently, without ambiguity.

In our view, where a player provides their genuine personal data, including their residential address, is able to register, deposit, and participate in gameplay without circumventing any restrictions—and subsequently generates winnings through normal standard gameplay—it is reasonable to expect that such winnings will be honored and paid out. In this case, the player has also successfully completed KYC verification, including a source of funds check, and a withdrawal has previously been processed.

Taking these circumstances into account, the current action appears difficult to reconcile with principles of fair and transparent treatment. We therefore kindly invite you to review your position once more and revert to fair and transparent practices.

Should there be any additional factors relevant to this matter that are not suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

for independent review.

Hi Michal,

Thank you for taking over the case and for your detailed response, I appreciate your efforts.

I confirm that all information provided is accurate.

As highlighted, my account was fully verified (including source of funds), I was able to deposit and play without restriction, and a withdrawal was processed before my remaining balance was confirmed and subsequently voided.

Please let me know if you need anything further from my side.

Kind regards,

Virgill

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Furry1987,

I have made several attempts to contact the casino. However, aside from one brief response stating that the matter would be reviewed again, I have not received any further communication.

While access to the casino’s website is currently restricted from the Netherlands, it appears that these restrictions were implemented only after you had already obtained your winnings. As mentioned previously, at Casino Guru we maintain the position that if players are able to register, deposit, and play without having to circumvent any restrictions, and their winnings are obtained legitimately, those winnings should be paid out accordingly. Furthermore, any rules or restrictions should not be enforced retroactively.

As we strive to promote a safe gambling environment for both players and casinos, it is essential that every casino implements features to prevent players from restricted countries from registering and depositing money. Top casinos already have such features in place, which helps minimise situations like this.

Regrettably, the casino team seems not to be willing to work on a solution of your case. Therefore, we had to close this complaint as Unresolved—Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints might encourage them to change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I recommend always checking the casino's terms and conditions to ensure your country is not one of the restricted ones.

In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although CGA currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Please let me know how they responded at michal.k@casino.guru if you decide to try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru