Instant Casino - プレイヤーのアカウントは閉鎖されました。

My account was closed after I deposited 190 euros and won 360 euros. After I applied for a withdrawal 550 euros, it was suddenly closed without any reason. The relevant emails sent to the casino did not respond, but only said that it was closed internally. I used real money games and passed the KYC verification. I suspect this is a scam website. I need to get my withdrawal back. I don’t know what to do now

Dear houstonrockets,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

To assist you better and understand the situation fully, could you please provide more details by answering the following questions:

• When exactly did you deposit the 190 euros and make the withdrawal request for 550 euros?
• Have you received any specific communication from the casino regarding the reason for your account closure?
• Can you provide any details about the types of games you played that led to your winnings?
• What steps did you take to complete the KYC verification?

You can forward any relevant communication and supporting evidence to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution. It is important for us to gather all relevant information to assist you effectively.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

My account was closed after I deposited 190 euros and withdrawal 550 euros. online customer service says "Your account has been closed due to an internal decision",After I applied for a withdrawal, it was suddenly closed without any reason. The relevant emails (both the customer service and complaints email) sent to the casino always reply "Your account was closed due to an internal decision that cannot be disclosed,This decision was made in accordance with our terms and conditions, which outline the circumstances under which account closure and fund confiscation may occur". I used real money games and passed the KYC verification. I don't know which clause I violated,I suspect this is a scam website. I need to get my withdrawal back.they are not going to pay my withdrawals. Maybe they closed my account because I made a withdrawa,I was playing Baccarat, but now I can't log in, so I can't find the specific game records. I only have the screenshots saved when I posted it.Please see the attachment in the topic.

Thank you very much, houstonrockets, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Instant Casino to ignore us in our attempts to mediate any kind of issue. Regardless of some unresolved complaints marked "No Reaction Policy" we keep on trying.

Dear houstonrockets,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi there,

We can confirm that the player has been informed, and the balance has been voided due to a breach of our Terms and Conditions. Further details have been shared with jozef.k@casino.guru.

Best regards,

Instant Casino Team

i want to know the details,@Jozef

i don't know "your IP address during the withdrawal cancellation and the disputed bets remained consistent with your historical usage", Can you explain what it means in detail? Please send me some specific evidence. I don't understand what it means at all.@Jozef

Dear Houston Rockets,

I apologize — due to a technical error, it appears that my previous reply and explanation were incorrect. I will get back to you as soon as possible with the correct information.

Dear Instant Casino Team,

I have responded to your email and would appreciate it if you could kindly review and respond at your earliest convenience.

Thank you for your cooperation.

Check out how many reports have been made on Trustpilot recently about this casino. You said there were violations without any evidence and refused to allow withdrawals. Is that how you make your judgment? I haven't seen any evidence so far. If you have any, please show it to me. There have been a lot of complaints about fraud in this casino recently. Please investigate carefully. Thank you @Jozef

Hi there,

All relevant evidence regarding this case has been sent directly to jozef.k@casino.guru for further review.

Kind regards,

Instant Casino Team

Dear houstonrockets,

Just to keep you informed—our communication with the casino team is still ongoing. I have already been provided with some evidence and am currently awaiting more.

However, please note that if they decide not to share certain information or evidence with your side, I must respect their decision.

Dear Instant Casino Team,

I have responded to your last email. Thank you for your continued cooperation.

You can't solve the problem at all. Can you send me the evidence you collected to see if it is convincing evidence? Thank you.@Jozef,https://www.trustpilot.com/review/instantcasino.com?stars=1,you can look this.

Hi there,

We’ve sent an email to jozef.k@casino.guru with additional information.

Best regards,

Instant Casino Team

Dear houstonrockets,

I can confirm that I have received sufficient evidence supporting the claims made. What I can state at this point is that your account has been linked to activity that breaches the Terms and Conditions.

As much as I would like to provide more details, I am obligated to respect the casino's decision not to disclose further information. Sharing more would unfortunately present a serious issue.

Given these circumstances, I have no option but to consider this case closed. If you wish to pursue the matter further, I recommend contacting the relevant licensing authority.

https://casino.guru/licensing-authorities/curacao-license

https://casino.guru/licensing-authorities/comoros-license

I truly regret that I cannot assist you further in this situation.

Kind regards,

Jozef