Instasino Casino - Печалбите на играча са конфискувани.

I was playing Instasino welcome package for casino and lost my two first deposits but won on my third one.

And it was time to verify to be able to request a withdrawal.

I uploaded my Drivers license since it said it was a legit ID document.

And my utility bill to confirm my address,

but then i receive an email that says my driver license is not accepted as ID document and they want a picture of my passport instead.

They also send me a broken link to do the verification on.

I kept telling them that the link was broken and not working, they sent me a new link a few times but i kept having the same issue. Finally when the link worked i uploaded a picture of the passport and the utility bill.

I got the message that it was unable to verify, so i took a screen shot of the message and sent it to their support via email. I kept following up on it through emails and live support to see what the issue was with the verification.

Now they have sent me an Email yesterday saying that they are subtracting away the winning amount of EUR 2610.10 from the total and asking me to withdraw only the amount that i have deposited. The reason they mention is (FAILED AML & KYC Check ) I have asked them to explain how i have failed it but they refuse to answer and are just saying please withdraw the deposit.

Please can i have an email so i can forward all communications with the casino via email.

I attached a screenshot of the broken verification link here as well.

Thank you!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instasino Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Have you withdrawn your deposit amount from the casino already?
• Could you please share with me your communication with the casino where they informed you of the confiscation of your winnings? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

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.

Hi Tomas,

Thank you for taking my case.

I joined at the beginning of august.

I managed to do three deposits before i won on the third one.

My account is not blocked yet.

I played slot machines on all three deposits.

No i have not made any withdrawals.

I don't have the chat transcript from the live support but you can request it from the casino.

I will forward all communication via email between us to given email.

Thanks again!

Thanks for your reply and the information provided via email.

Would you be able to submit any of the documents you provided to the casino during the verification process for me to review (passport photo)? Send the information to my email at [email protected]. I apologize for the inconvenience.

Hi Tomas,

I have sent you the documents via email.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), 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 there,

Thank you noman78619026 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instasino Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear noman78619026 and Casino Guru Team,

Following up on this case, we would like to provide you with the necessary clarification.

We would like to inform you that the player’s winnings were voided due to a FAILED AML & KYC check. The player is requested to withdraw the amount of his deposits, after which the account will be closed.

More detailed information has been sent to your email, [email protected].

Best regards,

Instasino Casino Team

Thank you for the update Instasino Casino representative. I have responded to your message, and I await your response!

Dear noman78619026, I will keep you updated about any new developments. Thank you for your patience during this time!

This is totally false and bs accusations,

It is sad to see how far online casinos are willing to go just to keep winnings away from players.

How can i verify my identity more than with a passport?

As you see also in the screenshots i have sent their verification link was not working.

I have no i idea of what they are talking about?

But if I would be associated with terrorist as they claim,

Why are they returning my deposits and not reporting me to any authorities?

I find it funny how an online casino can see this association but not the intelligent services around the world.

I could never imagined excuses like these just to hold on to players winnings.

How would you like me to verify my identity?

Thank you for the update Instasino Casino representative. Please provide me with your documentation, and I will resolve this matter with the casino directly. You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

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.

Dear noman78619026 and Casino Guru Team,

We would like to confirm that we have sent you the documentation regarding your verification process, along with the corresponding AML (Anti-Money Laundering) report, by email yesterday. This documentation outlines the verification procedures carried out in accordance with our regulatory and compliance obligations.

All actions were performed in strict alignment with international AML standards and our internal security policies, which are designed to ensure the transparency and integrity of gaming operations for all players.

We remain at your disposal for any further clarification regarding the verification process or related matters. Our goal is to maintain open and professional communication while ensuring full compliance with all applicable regulations.

Best regards,

Instasino Casino Team

Thank you for providing me with the information Instasino Casino representative.

Dear noman78619026, could you provide me with your passport or another form of identification so I can cross-reference it with the information provided by the casino? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hello Peter,

I have emailed you the requested documents. If you need anything else from my end please let me know.

Thank you for providing me with the information noman78619026. I have sent you another email asking for your confirmation of information. Please respond at your earliest convenience. Thank you in advance!

Hello Peter, i have replied to your email.

Thank you for providing me with the information noman78619026. I have updated the casino with the newest evidence, and I await their reply. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear noman78619026 and the Casino Guru team,

Thank you for your patience while we reviewed this case. We sincerely apologize for the inconvenience you experienced.

We are pleased to confirm that the issue encountered during the verification process has now been fully resolved. Your documents have been successfully verified, and all matters related to AML and KYC checks have been clarified.

Your winnings of €2,610.10 have been returned to your account, and you are now able to proceed with your withdrawal.

We appreciate your patience and cooperation!

Best regards,

Instasino Casino Team

Thank you very much for the positive update Instasino Casino representative.

Dear noman78619026, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear noman78619026,

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.

Hello Peter,

The withdrawal was successful, thank you for your help

Dear noman78619026,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter