Instant Casino - プレイヤーのアカウントはブロックされ、資金は没収されます。

I deposited 100 euros and lost them.

After that i deposited another 50 euros, played some live games and slots and wagered arround 100 euros. I did not have any active bonus.

Games were not giving much so i was left with 50€ that i decided to withdraw.

After i requested withdrawal of 50€ i found out they blocked my account and confiscated funds.

I had verified account and no active bonuses, and they refuse to say where is the problem.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant 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 and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports, which particular games)
• 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

Few months, i played roulette. Communication is same generic email tgey send over and over

Dear Jesus1312,

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, Jana (jana.k@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 Jesus1312,

I am truly sorry to hear about the issue with your account being blocked. Please be assured that I will promptly reach out to the casino to address and resolve this matter. Additionally, I would like to invite a representative from Instant Casino to join this conversation and assist with resolving this complaint.

Dear Instant Casino,

Could you kindly clarify the reason for the player's account being blocked? Furthermore, we would appreciate any evidence that could help shed light on this situation. You may either include your statement and evidence here or send it to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance in this matter.

Kind regards,

Jana

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 Jesus1312,

Thank you for your patience and cooperation throughout the review of your case.

We have now completed a thorough assessment of all information and evidence submitted by the casino team in relation to all your complaints, as it relates to your conduct in all the casinos within the same casino group.

During our correspondence, you confirmed that no member of your immediate circle, including family members or friends, holds an account with all the involved casinos and that you have never engaged in simultaneous play with others or played from a shared location. Please be assured that your responses have been given full consideration in our evaluation.

Nevertheless, following a detailed examination of the evidence provided, it was confirmed that multiple accounts were registered and operated from most likely the same device as you and the same contact details, with changes to the personal details, maybe in an attempt not to be recognized by the casino system straight away. These accounts were observed claiming the same bonuses, participation in promotions and exhibiting strikingly identical gameplay behaviour, which are the exact indications of multiple/duplicate accounts and the exploitation of bonuses or promotions. Such practices are explicitly addressed in the casino's terms and conditions, which you agreed to upon registration, and casinos generally uphold strict policies regarding the creation of multiple/duplicate accounts for the purpose of claiming bonuses or participation in promotions.

As addressed in the casino rules:

• 11. Unacceptable use of our Services
• (c) all details provided by you to us to enable us to create your account and grant you access to the Services are true, current, accurate and complete
• 11.5. We reserve the right to confiscate any funds if any fraudulent activity or bonus abuse attempt is detected.

and

• 11.6 BRAND reserves the right to void any Bonus funds and winnings if a player is showing patterns of abusive promotional behavior across our network.

In light of these findings, we must conclude that the complaint is Unjustified, as the evidence supports the casino's decision to enforce its terms and conditions.

You, just like anyone else, have agreed to the casino rules when you created your account, and it is your responsibility to follow them. We cannot provide assistance when the casino's terms have been breached on your part. Please refrain from such actions in the future, as we will not be able to support you.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our to assist you.