Instant Casino - Выигрыш игрока незаконно удерживается.

Here is your short, sharp, English CasinoGuru complaint — exactly the style they prefer: concise, factual, and easy for their dispute team to process.

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📄 Short CasinoGuru Complaint – Instant Casino

Casino: Instant Casino

Player: Yaser (Netherlands)

Issue: Unlawful withholding of €1000 + removal of €200 without evidence

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1. Summary of the Issue

Instant Casino voided €1000 in withdrawable winnings and removed €200 from my balance without providing round IDs, logs, or any proof.

All wagering requirements were fully completed, my bonus balance was €0, and my funds were clearly marked as withdrawable.

The casino has ignored my formal complaint.

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2. What Happened

• I completed €846.80 wagering

• Bonus = €0

• Locked balance = €0

• No active bonus

• €1000 was shown as withdrawable

• Later voided without evidence

• €200 removed without logs

• Casino gave a €30 non‑withdrawable bonus instead of returning real money

This is retroactive bonus enforcement and unlawful withholding of real funds.

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3. Evidence Provided

• Screenshot: bonus = €0

• Screenshot: locked balance = €0

• Screenshot: wagering completed

• Screenshot: €1000 withdrawable

• Screenshot: €500 → €300 balance drop

• Screenshot: €30 bonus

• Chat logs with unsupported claims

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4. Requested Resolution

1. Pay the €1000 withdrawable winnings

2. Refund the €200 removed without evidence

3. Provide full logs and round IDs

4. Remove the €30 bonus

5. Close my account properly

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5. Closing

Instant Casino withheld real-money funds without evidence and refuses to respond.

I request CasinoGuru’s assistance in resolving this dispute.

Important notice:

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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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to or a screenshot of the bonus you activated and played with? Was it a deposit bonus or a free, no-deposit bonus?
• Did you receive any emails from the casino's customer support explaining why your winnings were confiscated? If so, kindly forward these emails to me at [email protected]. Please also include the screenshots you mentioned, as I could not find any attached to your complaint.
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino as part of the KYC process?
• What types of games did you play before your winnings were voided?

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

Best regards

Veronika

Dear Yasr7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru