The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had reached out multiple times for updates and clarification regarding the withdrawal, but the player had not responded. As a result, the complaint was rejected due to lack of communication, which prevented further investigation into the issue.
Instant Casino - Withdrawal of player's winnings has been delayed.
Amount: €2,700
Instant Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.9
Instant Casino has a Safety Index of 5.9, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 days ago
Public
Public
4 weeks ago
Translation
Instant Casino -
Instant was promised.
Nothing happens. My withdrawal isn't being processed. First they say there are payment problems. Then they say the withdrawal is being reviewed. Nothing happens... I'm fully legitimate. Every hour the casino comes up with a new excuse.
I asked why they call themselves an instant casino and promise instant payouts on their website. The answer: Nowhere in the terms and conditions does it say when they pay out.
New response from the casino… if I ask again, they will block my account.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
4 weeks ago
Dear Justine94,
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,
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.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Justine94,
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.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Justine94,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
