Instant Casino - Вывод средств игроками задерживается и отклоняется.

I have been trying to withdraw my winnings since 12 May 2026.

On 27 May 2026, all of my withdrawal requests were cancelled by the casino. After that, I submitted two new withdrawal requests of €4,000 each.

On 18 June 2026, one withdrawal of €4,000 was finally paid. However, the second €4,000 withdrawal was suddenly declined without any explanation.

After the withdrawal was declined, I submitted new withdrawal requests. At the moment, I have three pending withdrawals: two withdrawals of €4,000 each and one withdrawal of €2,000, for a total of €10,000 still awaiting payment.

I have now been waiting for another week without receiving any clear explanation.

When I asked support why my withdrawal was declined, I was told that the matter had been forwarded to the relevant team and that I would receive an email once there was an update. This is exactly the same response I received previously, when I had already been forced to wait more than five weeks for a resolution.

I submitted a formal complaint on 13 June 2026, but I still have not received a meaningful response or explanation regarding the declined withdrawal.

My concern is that the casino keeps delaying the process, provides no clear reason for the declined withdrawal, and repeatedly tells me to wait for an update from another department. I would like the casino to explain why the withdrawal was declined and process my remaining withdrawals without further delays.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Pabloleo,

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 fully understand the situation.

• Could you please let me know how long you were a player at the casino?
• Could you please confirm that your account is fully verified?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Thank you for your reply.

Please find my answers below:

I have been a player at the casino for approximately one year.

Yes, my account is fully verified.

I requested my withdrawal via bank transfer, which is the same payment method I have always used.

My winnings were not accumulated using any bonus. I have never used a bonus to obtain these winnings.

I would also like to point out that for the past year I have been able to withdraw my winnings without any issues using the same verified account and the same bank account. This is the first time I have experienced a problem with a withdrawal, which is why I do not understand why it is now being delayed.

I hope this information helps with your investigation, and I look forward to a fair and prompt resolution of my complaint.

Dear Pabloleo,

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, Ayberk ([email protected]). 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,

Jean

Hello Pabloleo,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Instant Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

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.

I am currently attempting to reach the representative outside of this thread. Therefore, I will set one final deadline while I await their response.

Dear Pabloleo

Unfortunately, even though I initially received an answer from the casino representative, I have received no further messages. Therefore, I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.