Instasino Casino - Dobici igrača su konfiskovani.

I am writing to express my concern regarding the recent actions taken on my Instacino account.

On 28 May, I won €2,022.50 at the casino. Following my win, I was asked to complete the verification process. I submitted all the documents they requested and also completed the facial verification.

After reviewing my documents, they requested an online meeting to verify my account. The meeting took place on 2 July.

A few days later, on 6 July, I received an email informing me that they had decided to confiscate my winnings. The reason they provided was that this action was taken under Clauses 2.4.9, 9.3, and 9.4 of their Terms and Conditions, which they stated allow the casino to disable a user's account and forfeit the account balance.

I believe this decision is unfair because I fully complied with every request and completed the entire verification process as instructed. While I understand that the casino may have the right to close my account, I do not believe it is justified to confiscate my winnings, as I did not violate any of their terms or engage in any inappropriate or prohibited activity.

I respectfully request that you reconsider this decision and return my winnings, as I have fully complied with all verification requirements and acted in good faith throughout the process.

I look forward to your prompt response and a fair resolution to this matter.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instasino 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?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts 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

I registered with them 28th of May. I won on my first deposit. Played fruit warp. I was still using my real money when I won but I still have untouched bonus balance. Attached here is a screenshot of email from them.

Dear LynnG,

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, Martina (martina.b@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

Dear LynnG,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Instasino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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 Martina and Casino Guru Team,

We appreciate the opportunity to assist in the resolution of this complaint and are happy to cooperate with Casino Guru throughout the review process.

We would like to inform you that we have already sent a detailed response regarding this case to your email address(martina.b@casino.guru). The message contains the results of our internal investigation, the findings of the enhanced verification

process, and the grounds for the actions taken in accordance with our Terms and Conditions.

As the information includes sensitive fraud-prevention details and internal compliance findings, it has been provided via email rather than posted publicly on the forum.

You may review the detailed information in the email we have sent.

Best regards,

Instasino Casino Team

Dear Instasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

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 Martina and Casino Guru Team,

Thank you for your patience and understanding.

We would like to inform you that we are currently clarifying and reviewing the relevant information with the appropriate department regarding the circumstances of this case.

As the matter involves an internal review of the account, the verification process, and the grounds for the decision taken, we are currently waiting for additional details and confirmation from the relevant team to ensure that we provide you with a complete and accurate response.

We understand the importance of this complaint and are doing our best to gather all the necessary information before providing our final position. We kindly ask you to allow us some additional time to complete the internal review.

We will provide you with a detailed update as soon as we receive the requested information from the relevant department.

Thank you in advance for your patience and cooperation.

Kind regards,

Instasino Casino Team

Dear Martina and Casino Guru Team,

Thank you for your patience and understanding.

We have sent the details to your email address.

Best regards,

Instasino Casino Team

Hello LynnG,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina 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 Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Instasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina and Casino Guru Team,

We have reviewed your reply and sent additional details to your email address. Please check your inbox at your earliest convenience.

We remain at your disposal should you require any further information.

Best regards,

Instasino Casino Team

Dear Instasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina and Casino Guru Team,

We have reviewed your reply and sent additional details to your email address.

Please check your inbox at your earliest convenience.

We remain at your disposal should you require any further information.

Best regards,

Instasino Casino Team

Dear Instasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

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 Martina and Casino Guru Team,

We have reviewed your reply and sent additional details to your email address. Please check your inbox at your earliest convenience.

We remain at your disposal should you require any further information.

Best regards,

Instasino Casino Team.

Dear Instasino Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.