Instant Casino - プレイヤーの撤退が遅れています。

I withdraw RM 318.18, but is still pending and i even email them but no reply

Dear Paan9967,

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 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,

Kristina

Alright then ,in that case i'll wait , thank you. I will update if anythings happen

They kept refunding my withdraw into my account , this is the second time

without any history of me trying to withdraw

Still not getting my withdrawal btw

Thank you for your reply, Paan9967. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

No i have not made any successful withdraw. Yes i've finished my kyc already and no i did not claim any bonus

It's almost a month already , i can't withdraw my wins and they keep telling me there is still no update on my case. Why oh why are you guys giving this casino a high rating ?They clearly don't even want me to withdraw

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They keep telling me this , that the beneficiary name was wrong and i can send you proof that i entered my full name correctly and i can even send my bank statement that it is my account. They keep saying what i entered doesn't match my banks name. Keep repeating the same excuse.

This is the last email i recieved. I even sent them a video what i entered when i submit the withdraw and this is what they respond. Still the same excuse.

Thank you very much, Paan9967, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Paan9967,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an Instant Casino representative to join this conversation and participate in resolving this complaint.

Dear Instant Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

My request for withdrawal has been officially approved today but not yet credited into my bank. However, I am experiencing difficulty in understanding the exact reason for the delay. I have diligently reviewed my personal information numerous times, specifically my name, as the casino has indicated a discrepancy with my bank's name. Should you wish to review the casino's response, it is evident that there may be intentional delays in the process.

I have had enough with this company. This has been going on for too long. I thought it was approved couple of hours ago turns out it's not. Now this problem ? Keep the money then , i don't want to care anymore. Clearly they're doing this on purpose. Disgusting