Instant Casino - 決済が遅延しているとのクレームがあります。

Good morning ,

I have a problem that I can't solve. I'll start by saying that I've been playing on this site for a long time and after an initial problem I've always managed to withdraw without any problems.

On 31/07 I had 2 wins in a short time within a few minutes and I requested 2 withdrawals, first one of 1500 and then one of 1000... looking at the transactions on the site they both appear paid but the transfer of 1500 never arrived, while the one for a thousand was already in my account the next day. In the following days I had another win of 1200 euros and that too was credited to me correctly... they asked me for a bank statement to prove that this money (1500 euros) never existed, I forwarded everything to them but through unprofessional responses they bounced my request telling me that the 995 credited by them on 01/08/2025 are also visible on my bank statement (in reality they are for the 1000 euro win), I can't see an end but what they are doing is not correct

Buongiorno ,

ho un problema che non riesco a risolvere , premetto che gioco da parecchio su questo sito e dopo un primo problema iniziale sono sempre riuscito a prelevare senza problemi .

il 31/07 ho avuto 2 vincite ravvicinata nel giro di pochi minuti e ho richiesto 2 prelievi , prima uno da 1500 e poi uno da 1000…guardando le transazioni sul sito risultano entrambi pagati ma il bonifico dei 1500 non è mai arrivato , mentre quello da mille il giorno dopo era già sul mio conto . Nei giorni successivi ho avuto un altra vincita da 1200 euro e anche quella mi è stata accreditata correttamente …mi hanno chiesto un estratto conto per dimostrare che questi soldi (1500 euro) non sono mai stati , gli ho girato tutto ma tramite risposte poco professionali rimbalzano la mia richiesta dicendomi che si vedono pure sul mio estratto conto i 995 accreditati da loro in data 01/08/2025 ( in realtà sono della vincita da 1000 euro ) , non riesco a vedere una fine ma non è corretto quanto stanno facendo

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, I got something by sending emails and yesterday morning they replied to me with this: "Hello,

Greetings from Instant Casino!

Following your withdrawal query, we would like to inform you that your recent request has been reversed, and the funds have been returned to your gaming account balance.

For more detailed information regarding the reason for this reversal, we kindly recommend that you contact your bank or payment provider directly, as they will be able to offer further clarification.

Should you have any additional questions or require further assistance, please do not hesitate to reach out to us.

Kind regards,

Daisy

Instant Casino Support" now yesterday morning at 5 I tried again to make a withdrawal of 1300 euros, to date it is still pending (on the site they say that in 24 hours they guarantee to validate every payment)…now I wrote another email but I am quite worried about the situation

Buongiorno , a forza di e-mail qualcosa ho ottenuto e ieri mattina presto mi hanno risposto questo "Hello,

 

Greetings from Instant Casino! 

 

Following yuor withdrawal query, we would like to inform you that your recent request has been reversed, and the funds have been returned to your gaming account balance.

 

For more detailed information regarding the reason for this reversal, we kindly recommend that you contact your bank or payment provider directly, as they will be able to offer further clarification.

 

Should you have any additional questions or require further assistance, please do not hesitate to reach out to us.

 

Kind regards,

Daisy

Instant Casino Support" ora ieri mattina alle 5 ho riprovato quindi a effettuare un prelievo di 1300 euro , ad oggi risulta ancora in sospeso ( sul sito dicono che in 24 ore garantiscono di convalidare ogni pagamento )…adesso ho scritto un altra email ma sono abbastanza preoccupato dalla situazione

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you contact your payment provider or bank as the casino suggested? If yes, what did they say regarding the reversed payment?

Is your latest withdrawal request still pending, or has there been any update on that?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I have not contacted the bank (postal bank account) to understand the reason as I urgently need that money and wanted to find an alternative solution, they say they have deposited but the problem is my bank, I have already made several withdrawals ... I have never joined any type of bonus ... now I have made the withdrawal of 1500 euros on an account

hype, on Sunday evening I received an email saying that the withdrawal was made, now let's see if the money arrives (to date it hasn't arrived)

non ho contattato la banca( conto banco posta ) per capire il motivo in quanto ho bisogno urgentemente di quei soldi e volevo trovare una soluzione alternativa , dicono di avere depositato ma il problema è la mia banca , ho già effettuato vari prelievi …non ho mai aderito a nessun tipo di bonus ..ora ho effettuato il prelievo di 1500 euro su un conto

hype , domenica sera mi è arrivata l email con detto che il prelievo è stato eseguito , ora vediamo se arrivano i soldi ( ad oggi non sono arrivati )

The problem has been solved, the money has arrived on the second account

Il problema è stato risolto , i soldi sono arrivati sul secondo conto

Dear player,

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,

Dominika

Casino.Guru