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Hello on March 13 I deposited 250 euro’s in the morning. I was playing with them for over 1,5 months.

That afternoon they restricted my account because I’m from the Netherlands and now 2 months later they still didn’t return the remaining balance of around 205 euro’s.

In the morning they accepted my deposit and since that afternoon they’re keeping it hostage. i signed up, played for almost 2 months and then ban me for being Dutch.

I’ve sent over 50 mails and after 2 month there is still no update nor any information provided. Only thing that they say is that they’re working on it and I will receive an e-mail when there is an update.

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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 specify when you registered your account in the casino?
• Was your account verified? When did you pass account verification in the casino?
• Was your player's profile filled out with your accurate personal information before you deposited and played?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please specify when you registered your account in the casino?

28 of January 2026

Was your account verified? When did you pass account verification in the casino?

also on 28 of January with providing my drivers license and data

Was your player's profile filled out with your accurate personal information before you deposited and played?

yes

Did you achieve your current balance with the help of a bonus?

i never accept bonusses because of the wagering requirements.

screenshots from when i was not allowed on their website anymore and provided my bank statement so they could return my deposit are attached. Also the most recent one after 10 weeks or so that they’re still working on it but as always have no update..

thank you for checking Tomas and hopefully you can give me some guidance.

Dear Slyn,

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, Michal (michal.k@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

Hello Slyn,

I am 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 in the past, 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,

Could you please clarify the reasons why the disbursement of the player’s remaining funds has not yet been processed from your side?

Additionally, I would appreciate it if you could provide an estimated timeframe within which the player may reasonably expect to receive the outstanding funds.

If there are any other considerations affecting this situation that cannot be disclosed publicly, please do not hesitate to reach out to me directly at michal.k@casino.guru.

Hi there,

Rest assured that our team is doing their best to proceed with the topic as soon as possible. Once there is an update, the player will be informed via email.

Best regards,

InstantCasino Team

Dear InstantCasino Team,

Thank you for your response and for acknowledging the case.

We appreciate your attention to this matter and look forward to receiving further information, as well as your position regarding the proposed next steps, once your review has been completed.

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 Slyn,

A few days ago, I was informed by the casino team that a manual refund had been initiated.

Can you please confirm whether you have received the funds yet?

I look forward to your update.

Hi Michal,

a few minutes ago the transfer came in, so I can confirm!

thank you for your help, it took around 3 months for them to return the funds, but in the end they did.

kind regards,

slyn

Great news, Slyn!

I am pleased to hear that you have received the refund and that our involvement contributed to achieving this outcome. I fully appreciate that the process took considerably longer than anyone would reasonably expect, and I understand how frustrating that must have been for you.

Nevertheless, I trust you will agree that the most important aspect is that a resolution was ultimately reached and that you received the funds.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

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 Centre. 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,

Michal

Casino Guru