Instant Casino - Igrač traži povraćaj novca nakon problema sa zatvaranjem naloga.

Casino: Instant Casino (instantcasino.com)

My username at the casino: ****

Problem:

I cannot complete the KYC/verification process (uploading ID/documents). Every attempt gives a general error message (e.g. "upload failed" or "file not accepted"), without any specific error code. I have tried multiple troubleshooting steps (restart browser, clear cache & cookies, incognito mode, different browser/device, switch between WiFi and mobile data), but uploading still fails.

Support refuses to refund my deposits (€220 total) and states that refunds are "not available" for wagered/used funds (see chat with Gennaro on January 21, 2026). They keep asking for screenshots of the error message, but since uploading doesn't work, I cannot provide a screenshot.

I only want my deposits refunded (€220), no winnings or remaining balance claimed. I have repeatedly requested permanent account closure + refund of deposits, but they require verification first and do not provide refunds.

The casino is illegal in the Netherlands (no KSA license, listed as restricted territory in their own terms). I live in the Netherlands and was not aware of the illegality.

Attachments (I will upload):

- Screenshot chat with Gennaro (states refunds "not available")

- Screenshot chat with Mishcel/Alucard (asking for screenshots of error + troubleshooting steps)

- Screenshot latest chat with Mishcel (verification must be completed for closure)

- Screenshots of deposits in casino cashier/history (total €215, dates, method)

- Rabobank transaction screenshots / statements of the deposits (proof of €215 deposited)

Please review and mediate for a refund of my deposits (€215) and/or account closure.

Kind regards, 

Lars *****

[removed by Casino.Guru admin]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant Casino. Please note, we don't engage in cases where a refund of deposits is requested due to the casino missing a particular license. Please note that before refunds of deposits or payouts are processed, verification might be requested. We are unable to ask the casino to skip the verification process once it has been initiated.

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

• Could you please advise whether you taken a screenshot of the situation and provided it to the support via email to investigate?
• Is your player's account filled out with complete and accurate personal information?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me what the verification requirements are? Send the infomation at [email protected], 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 Larsteggeler,

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