Instant Casino - Вывод средств игроков задерживается.

Hello,

I started playing on the Instant Casino site on October 22nd. On October 23rd, I won €1900 and requested two withdrawals of €800 and €1100. KYC was not requested. These were supposedly paid out to my bank account on the same day (November 23rd). To date, November 12th, I have not received either of the withdrawals. In the meantime, I have sent two bank statements to support to prove that I haven't received anything. I also contacted my bank, without success. Support keeps telling me to be patient and that they have made the two transfers.

Hallo,

Ich habe am 22.10. auf der Instant Casino Seite angefangen zu spielen. Am 23.10 habe ich 1900€ gewonnen und 2 Auszahlungen von 800€ und 1100€ beantragt. KYC wurde nicht angefordert. Diese wurden angeblich noch am selben Tag (23.11) auf mein Bankkonto ausgezahlt. Bis heute, 12.11, habe ich keine der beiden Auszahlungen erhalten. In der Zwischenzeit habe ich 2 Kontoauszüge an den Support geschickt, um zu beweisen, dass ich nichts erhalten habe. Ich habe auch an meine Bank geschrieben, ohne Erfolg. Der Support schreibt mir immer wieder, dass ich mich weiter gedulden soll und dass sie die beiden Überweisungen getätigt haben.

Dear flakezz97,

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. 

• Did you accumulate your winnings with or without an active bonus?
• Could you please advise us on the current status of your withdrawal requests? Are they marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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,

Kristina

Hello Kristina,

Thank you in advance for your help. I played without a bonus. The winnings are noted under "paid".

Hallo Kristina,

vorab danke für deine Hilfe. Ich habe ohne Bonus gespielt. Die Gewinne sind unter "bezahlt" vermerkt.

Thank you very much for your reply, flakezz97. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent them the screenshots via email.

Ich habe ihnen die Screenshots per email geschickt.

The casino stated that my bank had rejected the two transfers and sent them back. The €1900 was credited back to my casino balance and I was able to withdraw the money via crypto. The case can be closed. Thank you for your effort and your time

Das Casino hat angegeben das meine Bank die beiden Überweisungen abgelehnt und zurückgeschickt hat. Die 1900€ wurden meinem Casino Guthaben wieder gutgeschrieben und ich konnte das Geld via krypto auszahlen. Der Fall kann geschlossen werden. Danke für ihre Mühe und ihre Zeit

Dear flakezz97,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 Center. 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, 

Kristina

Casino.Guru