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Complaint regarding unpaid withdrawal – Instasino

I would like to file a complaint regarding an unpaid withdrawal from my account.

Withdrawal details:

Amount: €1,184

Withdrawal ID: WITHDRAWAL_3ea12390-725d-43b2-b689-71443f3f62ff

Date requested: 09-02-2026

Payment method: Credit/Debit Card (Revolut)

On the same day, I won this amount twice and requested two separate withdrawals with different IDs. One of these withdrawals was successfully processed and received in my Revolut account. However, this second withdrawal has never been processed or returned to my casino balance and still shows the status "Refunded user" with last update 09-02-2026.

For more than a month I have been trying to resolve this with the casino:

I sent many emails to support

I received several ticket numbers

I contacted live chat

I provided the withdrawal ID and screenshots multiple times

Despite all of this, I have never received a clear answer or update, and the transaction status has not changed.

It appears that the withdrawal is stuck in their system and the casino support has not properly investigated the issue.

I kindly request that Instasino reviews this withdrawal ID and either:

Process the payment of €1,184 to my Revolut account, or

Return the funds to my casino balance so I can withdraw again.

I can provide screenshots of the withdrawal status, emails with support, and my account history if required.

Thank you for your assistance

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Hello,

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 better understand the situation.

• Were these your first two payouts from the casino?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your recent 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

Hello Tomas,

Thank you for your message.

Here are my answers to your questions:

These were not my first payouts from the casino. I have successfully withdrawn money before.

Yes, I have passed the KYC verification.

No, the winnings were not accumulated using a bonus.

I have been contacting Instasino support for about a month regarding this withdrawal but the issue has not been resolved. I have sent the emails and screenshots of my communication with the casino to your email address and can also provide them here if needed.

To clarify the situation:

I received one withdrawal of €1,184 before, but there was a second withdrawal of €1,184 with a different withdrawal ID.

The withdrawal with ID WITHDRAWAL_3ea12390-725d-43b2-b689-71443f3f62ff still shows "Refunded user" since 09-02-2026 in my casino account.

The funds were never returned to my casino balance and were never received in my Revolut bank account.

Thank you for your help.

Kind regards

Veronica

Thanks for the detailed explanation and information shared via email.

• Could you please confirm that you shared the bank statement from your Revolut account with the casino when attempting to prove the transaction wasn't processed?
• When clicking on the 'details' of the successful transaction that reached your bank account, what is the status of the transaction? Would you be able to share a screenshot with me?

Thanks in advance for your reply.

Hello Tomas,

Thank you for your message.

Yes, I have already provided my Revolut bank statement to the casino multiple times to show that the second withdrawal was never received.

I can confirm that I only received one payment of €1,148.

I will provide a screenshot of the successful transaction details from my Revolut account, as requested.

The second withdrawal with ID WITHDRAWAL_3ea12390-725d-43b2-b689-71443f3f62ff was never received and is still showing as "Refunded user".

Thank you for your help.

Kind regards,

Veronica

Dear hoppert,

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, Romi (romana.r@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 user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Instasino Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Instasino Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

Thank you for taking over my case.

There are no new updates from my side. I would just like to confirm that I have only received one payment of €1148 in my Revolut account.

The second transaction is still not visible in my bank account, and I have not received those funds.

I have already provided proof of the received payment and my bank statement.

Thank you for your assistance, and I look forward to your update.

veronica

Dear Hoppert and Casino Guru Team,

Thank you for reaching out regarding your withdrawal request.

After carefully reviewing your account activity, we can confirm the following:

1. On 2026-02-09 at 16:46:50 UTC, you requested a withdrawal of 1,184 EUR. This transaction was unfortunately cancelled due to technical reasons. The funds were returned to your account shortly after, at 16:47:41 UTC.

2. A new withdrawal request for 1,184 EUR was successfully submitted on 2026-02-09 at 16:48:11 UTC.

3. This withdrawal was processed and successfully paid out on 2026-02-11 at 15:05:53 UTC.

All of these transactions are fully traceable within your account history. Additionally, based on the bank statement you provided, we can confirm that the withdrawal has been successfully received.

If you have any further questions or need assistance reviewing your transaction history, please do not hesitate to contact us.

Best regards,

Instasino Casino Team

Dear Romi and Instasino Casino,

Thank you for your response.

I would like to clarify that I have only received one payment in my Revolut account, and that amount is €1148, not €1184.

The withdrawal of €1184 that you mentioned as successfully paid out on 2026-02-11 is not visible in my bank account.

Therefore, I kindly ask you to provide an official proof of payment for this transaction (such as a transaction reference, ARN, or confirmation from the payment provider), showing that the funds were actually sent and delivered.

As of now, I can confirm that I have not received this payment.

Kind regards,

Veronica

Dear Romi and Instasino Casino,

I would like to correct my previous message and apologize for the confusion.

The amount I received in my Revolut account is €1184, not €1148 as I previously stated.

However, I would like to confirm that I have only received one payment of €1184, and no additional payment has been received.

If the withdrawal mentioned was successfully paid out, I kindly ask you to provide official proof of payment (such as an ARN, transaction reference, or confirmation from the payment provider) showing that the funds were successfully delivered to my bank account.

Thank you for your understanding.

Kind regards,

Veronica

Dear Romi and Instasino Casino,

Thank you for your response.

I would like to clearly summarize the situation based on the information available:

There are two withdrawal transactions with different IDs:

1. WITHDRAWAL_3ea12390-725d-43b2-b689-71443f3f62ff

• Status: Refunded user

• Last update: 09-02-2026

2. WITHDRAWAL_0980c5a7-f692-495d-89c1-d3b96dc7c8b8

• Status: Confirmed

However, I would like to clarify the following:

• The transaction marked as "refunded" was not returned to my casino account balance.

• There is no record of this amount being credited back to my account.

• The status also has not changed since 09-02-2026.

Additionally:

• I have only received one payment of €1184 in my Revolut account.

• No additional payment is visible.

This means that:

• The refunded transaction is not visible in my account balance.

• And the confirmed transaction has not been received in my bank account (beyond the single payment already received).

Therefore, I kindly request:

1. Clear evidence showing where the refunded amount was credited (including account balance history or transaction logs).

2. Official proof of payment (such as ARN, transaction reference, or confirmation from the payment provider) for the confirmed withdrawal, proving that the funds were successfully delivered to my bank account.

I appreciate your assistance and look forward to your clarification.

veronica

Thank you all for your cooperation on this case.

Dear user,

Could you please explain what other payment have you requested?

The disputed amount on this complaint is €1184, which you have received as you confirmed above, actually.

Thank you.

Best regards,

Romi

Dear Romi,

Thank you for your message.

I would like to clarify that in my account transaction history, there are clearly two separate withdrawal requests of €1184.

Both withdrawals are visible in my account:

One withdrawal (ID: WITHDRAWAL_3ea12390-725d-43b2-b689-71443f3f62ff) is marked as "refunded"

The other withdrawal (ID: WITHDRAWAL_0980c5a7-f692-495d-89c1-d3b96dc7c8b8) is marked as "confirmed"

However:

I have only received one payment of €1184 in my Revolut account

The withdrawal marked as "refunded" was not returned to my casino balance

I have no record of this refunded amount anywhere

So although I received one withdrawal, there are two withdrawal requests of €1184 in my account, and one of them is not accounted for.

Could you please clarify where the refunded amount was credited?

Kind regards,

Veronica

Dear user,

As the casino representative explained above, the amount from your first request was returned to your gaming account, and then, when you submitted a new request, you got the money. Right?

Do you actually want to say that your winnings were more than the withdrawal request? Do I understand it correctly?

If it is so, please send a screenshot from your account where it is clearly visible to my email romana.r@casino.guru.

Thank you.

Respectfully,

Romi

Dear Veronica,

Please send me the screenshot of your account balance, where it can be clearly seen that you had such winnings.

The one you sent actually shows exactly what the casino representative says. We need to see the proof of your winnings, not the withdrawal history.

Thank you.

Respectfully,

Romi

Dear Romi,

Thank you for your message.

Unfortunately, I do not have access to a full balance history in my account. The system only shows my bets history, deposits, and withdrawals.

Therefore, I kindly ask if you could request this information directly from the casino, as they should have full access to my account records, including balance history and game logs.

From my side, I have already provided all available information, including my transaction history showing multiple withdrawals on the same day.

These withdrawals would not have been possible without sufficient balance in my account.

I appreciate your assistance.

Kind regards

Veronica

Dear Instasino Casino,

I hope this message finds you well.

We would greatly appreciate an update regarding the ongoing case.

The player has mentioned that there should be two withdrawals of the same amount, but only one was received. Could you please verify whether the corresponding amount is reflected in the player's winning history?

If it is, we would be grateful if you could provide clarification on the status of this withdrawal.

Thank you very much for your assistance.

Best regards,

Romi

Dear Hoppert and Casino Guru Team,

Thank you for your message.

After a detailed review of the player's account, transaction logs, and withdrawal history, we would like to provide a clear summary of the situation:

On 09-02-2026, the player created an initial withdrawal request of €1,184.

This withdrawal was automatically cancelled due to a technical reason, and the funds were returned to the player's casino balance shortly after.

Following this, the player submitted a new withdrawal request for €1,184.

This second request was successfully processed and paid on 11-02-2026.

Based on our system records:

The status "Refunded user" correctly reflects the cancelled transaction that was returned to the balance.

The player subsequently used these same funds to create a new withdrawal request.

Only one withdrawal of €1,184 was ultimately processed and paid, which the player has confirmed receiving in their Revolut account.

We have provided supporting evidence (including transaction logs and balance updates) via email to romana.r@casino.guru, demonstrating:

The return of funds from the cancelled withdrawal

The creation of the new withdrawal request

The successful payout

At no point were there two separate balances of €1,184 available simultaneously, and therefore no second payment is missing.

Kind regards,

Instasino Casino Team

Thank you, Instasino Casino, thank you for the detailed explanation.

Dear user,

The casino representative has explained the situation well and also provided screenshots where everything can be clearly visible.

As you have confirmed also yourself, you have received the aforementioned withdrawal, and there is no other outstanding one, I will now close this complaint as resolved in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru