Instant Casino - Povlačenje igrača je odloženo.

After making a withdrawal of €794 on March 31st, I waited 5 days as suggested by the casino. The payment was successful on the site, but my account isn't showing any incoming transactions. After contacting the casino's support chat, they asked me for my statement from March 31, 2026 to April 7, 2026. I sent it to them, and they told me they were checking... 17 days later, they're still responding like this and haven't given me any clear answers.

Dopo aver fatto un prelievo di 794 euro il 31 marzo ho aspettato 5 giorni come suggerito dal casinò , sul sito il pagamento era andato a buon fine ma sul mio conto non cerca nessun movimento in entrata . Dopo essermi interfacciato con la chat di supporto del casinò mi hanno chiesto l’estratto conto dal 31/03/2026 al 7/04/2026 allora io l’ho mandato e mi hanno detto che stanno controllando … dopo 17 giorni ancora mi rispondono cosi e non mi danno nessuna risposta ovvia .

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.

Dear yonutmental2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Best regards,

Tomas

Hello, I have already withdrawn from the casino several times 1500-1600 -800 and various other amounts without any problems, KYC verification always successful without any problems.

I have never used any bonus, much less used it to win anything, so I don't understand why I'm not getting the money.

I contact them every day and they've been telling me the same thing for a month: "Our team is aware of the problem and they're fixing it." Now, I don't want to be rude, but how long does it take to figure out if it's possible or if there's a problem?

Salve , ho già ritirato dal casinò più e più volte 1500-1600 -800 e vari altri importi senza problemi la verifica KYC sempre con successo senza nessun problema .

non ho mai usufruito di nessuno bonus e ne tanto meno l’ho usato per vincere qualcosa perciò per questo non capisco perché non mi arrivano i soldi .

li contatto ogni giorno e mi dicono sempre la stessa cosa da un mese " il nostro team è al corrente del problema e stanno risolvendo il problema " . Ora io non vorrei essere scortese ma quanto cacchio ci vuole per capire se si può o se c’è un problema .

Dear yonutmental2,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear yonutmental2,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Instant Casino to join this conversation and assist in addressing the complaint.

Dear Instant Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Hi, I tried to contact instant casino support and they always give me the same answer "we have no news but we are aware of the problem ..." I would at least like to know what the reason is and why I have been waiting for my withdrawal for more than 1 month

Salve , ho provato a contattare l’assistenza di instant casino e mi danno sempre la stessa risposta " non abbiamo notizie ma siamo a conoscenza del problema … " vorrei almeno sapere quale sia il motivo e perché sto aspettando da più di 1 mese il mio prelievo

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear yonutmental2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya