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I withdrew the money and it was accepted, I still have not got the money. they told me to contact my bank which I did and they've said they cannot see any funds and asked my to request a transition number/code so they could locate and track the funds for me, which the casino has refused to give. they've told me they will contact me via email but its now been over a week. There is nothing instant about this casino like they claim. the live chat feature just tells me to wait for a email. I honestly feel like this is going round in circles and would appreciate any help I can get. I also emailed their complaints department and have heard nothing back.

Dear dylanholloway27,

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.

So the funds were "released" to myself on Friday 1/11. As my account is already fully verified, I will wait until Friday and reply once again, I am really hoping the funds do go into my bank at some point.

i need help changing my withdrawel details as the casino is not helping me, it’s. A problem Becuase I switched bank account and I’ve contacted both bank accounts and the money has bounced bank into the casinos account as they do not switch international transfers. I’ve sent the casino this message "Neither bank has recieved the funds, I need you to please contact your bank as I’ve just been informed as I’ve switched bank the money wouldn’t have gone through it would’ve just bounced back into your bank account, please switch my details for withdrawel to: 

Hi. Here are my account details. Name on the account: Dylan H***** IBAN: GB90LOYD7749*****68 BIC/SWIFT: LOYD****6 I really hope we can get this sorted and I appreciate your help. Kind regards"

Dear dylanholloway27,

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.

Hello, I was provided with a swift code to contact my bank, I contacted both banks as I switched from Santander to Lloyds, neither can trace the payment nor has any payment inbound, Santander also let me know I’m their policy they do not direct incoming international payments to the switched bank, it will simply bounce back to the senders bank as the account is now closed. I’ve explained this to the casino to get them to chase their bank to recover the funds, and sent them my new details to send this to me new account. But the casino simply doesn’t ever reply. The contact is terrible. I really doubt I’ll ever see my money, which is a shame.

Dear dylanholloway27,

I hope this message finds you well. Would you kindly forward the correspondence with your bank, as well as any communication between you and the casino, to nikolas.b@casino.guru for further review?

Thank you in advance for your assistance. I look forward to your reply.

Best regards,

Nick

The bank conversation happened over the phone, they couldn’t see any transactions going in.

The casino is replying and at the moment I am waiting for an email, they have got into contact with their bank so hopefully I will hear from them soon, if not I will get back in touch so please keep this feed open.

Hello,

I do need help. The casino has not emailed me with anything for the past week. The last email was that they were getting their bank to investigate it and that they would email me.

but as we both know it wouldn’t take this long, and everytime I ask for an update they just reply "we will send you an update when we know anything, sorry for the inconvenience"

this is a joke.

Dear dylanholloway27,

If there is no relevant communication between you and the casino which you can provide, can you at least forward the communication between you and the casino regarding this case to nikolas.b@casino.guru for further review?

Looking forward to your response.

Regards,

Nick

Hello, I have emailed you that information, I logged into my account today to try and get an update and now they’re closing my account?What on earth is going on?

Hello,

I have been in contact with the casino again, they have sent me transactions number etc.

basically they’ve sent the money as it has been confirmed with their bank. My bank hasn’t got the money as it was closed at the time due to switching bank.

I have asked them to do a payment trace on the transaction but they are not willing to do that as all they say is the payment has already been sent. I don’t think they understand? The money is Litreally just sat in the air somewhere and my bank can’t do anything about it. This is really concerning. Is there any way you can help get this message accross?

also I have sent my new details to them but I honestly don’t think I’ll ever see the money ever again.

Thank you dylanholloway27 for all the information provided. As we need further information from the casino, I will now forward your complaint to my colleague Michal (michal.k@casino.guru)who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello dylanholloway27,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Instant Casino to join the conversation.

Dear Instant Casino,  

We kindly request your clarification regarding the player's funds that have been said to have been returned to their casino account. Additionally, could you provide us with information on when the funds will be disbursed to the player's new bank account? If there are any other considerations affecting this situation that cannot be disclosed publicly, please do not hesitate to reach out to me at michal.k@casino.guru

Michal,

the casino is saying that they cannot get the funds back as they’ve sent them to the old bank account.

all they simply need to do is get their sending bank to do a payment trace to get the money back, and then simply send them to my new account with the details I’ve provided them. But they cannot seem to understand and just tell me they cannot get sent funds back.

its so simple.

many thanks for your help so far👌🏻

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.

So that’s it then? No money for me. That’s so unfortunate.

Dear dylanholloway27,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, if you want to take your complaint further you can submit a complaint to the Anjouan Gaming Authority (File a complaint - Anjouan Gaming). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru