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I've been a player at this casino for about a year. I've only deposited cryptocurrency into my account and withdrawn funds from it several times. However, my latest attempt to withdraw the remaining funds was rejected by the casino. Casino representatives insist that I withdraw funds exclusively to a bank card, and my inquiries about the reason for this request remain unanswered.

I've been verified at the casino. I can confirm that the wallet I want to withdraw funds to is mine (it's verified on Binance).

I just want to withdraw a tiny amount of funds using the same method I used to deposit them into a platform that positions itself as a crypto casino.

Я около года являюсь игроком этого казино, Я пополнял баланс только криптовалютой и неоднократно выводил средства с баланса в криптовалюте. Однако моя последняя попытка вывести остаток средств с баланса была отклонена казино. Представители казино требуют чтобы я вывел средства исключительно на банковскую карту, на мои вопросы о причине такого требования я не получаю ответ.

Я прошел верификацию в казино. Я готов подтвердить, что кошелек на который я хочу вывести средства принадлежит мне (он верифицирован на Binance).

Я всего лишь хочу вывести крошечный остаток средств тем же методом, которым и вносил их на площадку, которая позиционирует себя как крипто казино

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Dear Qokoo,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Instant Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Have you made at least one deposit via bank transfer into this casino?
• Is the amount you are trying to withdraw higher than the minimum allowed amount for cryptocurrency withdrawals?
• When was the last time you deposited money into this casino before you requested this withdrawal and which payment method did you use? If possible, kindly send me a screenshot of your deposit history.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good afternoon. I haven't made any deposits using my bank card. The amount I'm trying to withdraw exceeds the minimum limit required for this cryptocurrency. I've only topped up my balance once, using LTC cryptocurrency, on October 6, 2024.

The card I use in the Republic of Belarus is issued by the local payment system BELKART and is not designed to accept payments from abroad. To receive my winnings from this casino, I'll have to open a new card, which will entail additional costs and time. I don't want to do that for 70 euros. Furthermore, I've seen numerous complaints about this casino regarding delayed or absent payouts to bank cards.

Добрый день. Я не вносил ни одного депозита с помощью банковской карты. Сумма которую я пытаюсь вывести превышает минимальный лимит, необходимый для данной криптовалюты. Я пополнял баланс только 1 раз. было это с помощью криптовалюты LTC 06.10.2024

Карта которой я пользуюсь в Республике Беларусь, эмитирована местной платежной системой БЕЛКАРТ и она не подразумевает приема платежей из-за границы. Чтобы получить выигрыш от данного казино, мне придется открыть новую карту, что повлечет дополнительные расходы средств и времени. Я не хочу это делать ради 70 евро. Кроме того, я вижу многочисленные жалобы на это казино, связанные с задержкой или отсутствием выплат на банковские карты.

Could you please send me a screenshot of the payment methods available in your profile for withdrawals?

Has the casino specified why you are required to use a fiat or bank card for your withdrawal instead of cryptocurrency, as you usually do?

When was the last time you successfully withdrew your winnings from this casino?

I was not given a specific answer as to why my withdrawal using cryptocurrency was denied.

The last time I withdrew was in June using Litecoin (3 payments)

Мне не дали конкретного ответа почему мне отказано в выводе с помощью криптовалюты.

Последний раз я выводил в июне с помощью litecoin (3 платежа)

Thank you very much, Qokoo, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Instant Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you Qokoo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instant Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

Hi there,

Our customer support team has contacted the user to arrange the return of their funds. After the refund is processed, the user’s account will be closed due to a commercial decision.

Kind regards,

Instant Casino Team

Thank you for the update Instant Casino representative.

Dear Qokoo, We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

It's been six days since I sent the details requested by the Instant Casino representative for withdrawing cryptocurrency. However, the funds still haven't arrived, and support isn't providing any specific timeframes.

Please note that the Instant Casino representative's statement that the account would be closed after processing is incorrect. They immediately closed my account on October 16th, but the funds never arrived.

Прошло уже 6 дней с момента как я выслал запрошенные представителем Instant Casino реквизиты, необходимые для вывода средств криптовалютой. Однако средства до сих пор не поступили, а поддержка не дает конкретных ответов по срокам.

Прошу заметить, что слова представителя Instant Casino о том что аккаунт будет закрыт после обработки не верны. Они сразу же закрыли мой аккаунт 16 октября, а средства мне так и поступили.

Dear Qokoo,

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.

I write to almost every instant casino support team to find out when they'll transfer my funds as promised. However, every time I get the same standard response that the issue is being handled by the relevant team.

It's been 2 weeks since I sent them the wallet address for withdrawal, but they haven't paid anything.

Я пишу практически каждый в поддержку instant casino с целью выяснить когда же они совершат обещанный ими перевод моих средств. Однако каждый раз я получаю стандартный ответ, что вопрос решается соответсвующей командой.

Прошло уже 2 недели с момента, как я отправил им адрес кошелька для вывода средств, однако они ничего не выплатили.

Thank you for the update. I will contact the casino representative directly to inquire about the cause of the delay and will keep you informed of any developments. Thank you for your patience and understanding during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Qokoo,

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,

Peter