The player from Germany encountered issues withdrawing her winnings from Instant Casino due to her previous deposits made from her husband's account, even though she had a power of attorney. The casino blocked her account, requesting numerous documents and explanations, including a selfie from her husband, despite her asserting that the funds for her winnings were from her own account. The issue was resolved after the player provided the necessary documentation, leading to the complaint being marked as resolved by the Complaints Team.
Instant Casino - Player faces delays after account is blocked.
Amount: €850
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 days ago
Public
Public
4 days ago
Dear Elli81,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you already provided all the required documents?
- Could you please provide any proof that you are the owner of the bank account, together with your husband?
- Have you tried to explain this situation to the casino?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru together with proof of the bank account ownership. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
4 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Elli81,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
