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Good morning, this is the first time I've asked for help so externally because I feel like I'm living in a surreal situation.

On February 18th at 2.22pm I made a withdrawal request of €450 on the site, and having already made other withdrawals where everything went well I expected them in the account after a short while or at least after a few days.

This withdrawal does not arrive as fast as the others but around 00.15 I received an email from support in which I had to verify my account which I did without problems and I think that maybe the withdrawal had not arrived because of this verification request and I wait.

Nothing happens and in the meantime I make another withdrawal request of €180 at 03:24 on 19/02 of another winnings, which is credited to my account in a few hours.

(after this request there was also another withdrawal request of €30 on 23/02 which was also successful and was paid after a few minutes)

So I wait a bit and then contact customer service because I'm a bit worried, they tell me that on their part it was processed that it takes up to 5 working days, now 8 days have passed and there is absolutely nothing in the account; despite the fact that in the meantime both from that site and from others I have continued to receive withdrawals requested obviously after the request for € 450 so no problem with the bank.

Please help me because I'm a little sad about this thing, in the documents I attached you will have the screenshots of the movements on the site, a bank report in which there are all the withdrawals but not what interests me

Buongiorno, é la prima volta che chiedo aiuto così esternamente perché mi sembra di vivere una situazione surreale.

Il 18 febbraio ho fatto alle 14.22 una richiesta di prelievo 450€ sul sito, e avendo già fatto altri prelievi dove tutto é andato bene me li aspettavo nel conto dopo poco o comunque dopo qualche giorno.

Questo prelievo non arriva veloce come gli altri ma intorno alle 00.15 mi arriva una mail dal supporto in cui dovevo verificare il mio account che faccio senza problemi e penso che magari il prelievo non fosse arrivato per colpa di questa richiesta di verifica e aspetto.

Non succede niente e nel frattempo faccio un altra richiesta di prelievo di 180 € alle 03:24 del 19/02 di un altra vincita, che mi viene accreditata nel conto in poche ore.

(dopo questa richiesta c'è stata anche un altra richiesta di prelievo sempre andata a buon fine di 30€ il 23/02 sempre pagata dopo pochi minuti)

Allora aspetto un po' e poi contatto il servizio clienti perché un po' sono preoccupato, mi dicono che da parte loro é stato elaborato che ci vogliono fino a 5 giorni lavorativi, adesso ne sono passati 8 di giorni e nel conto non c'è assolutamente niente; nonostante nel frattempo sia da quel sito ma anche da altri mi sono continuati ad arrivare prelievi richiesti ovviamente dopo la richiesta da 450€ quindi nessun problema con la banca.

Vi prego di darmi una mano perché sono un po' triste per questa cosa, nei documenti che ho allegato avrete gli screenshot dei movimenti nel sito, un resoconto della banca in cui ci sono tutti i prelievi ma non quello che interessa a me

Hello Susvizzeru96,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instant Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed.

Looking forward to your answer.

Regards,

Nick

So let's go in order, I requested the withdrawal of €450 at 2.22pm on 18/02, around 00:30 on 19/02 I received the email asking for account verification which I did via live chat no later than 02:00 on 19/02; so only a few hours after the withdrawal request.

The accumulated winnings that I requested to withdraw were only with real money, not with bonuses.

The last email I received yesterday always regarding this withdrawal for which I was asking for explanations. This morning I sent another email to urge because in fact, 8 days have passed and the fact that all the other withdrawals arrived after a maximum of a few hours without problems, both withdrawals before the verification and after, makes me worry.

Allora andiamo per ordine, ho richiesto il prelievo di 450€ alle 14:22 del 18/02, intorno alle 00:30 del 19/02 mi é arrivata la email in cui si chiedeva la verifica dell'account che ho eseguito tramite la live chat entro e non oltre le 02:00 del 19/02; quindi solo qualche ora dopo la richiesta di prelievo.

Le vincite accumulate di cui ho richiesto il prelievo erano solamente con denaro reale non con bonus.

L'ultima mail l ho ricevuta ieri sempre in merito a questo prelievo di cui chiedevo spiegazioni. Stamane ho mandato un altra mail per sollecitare perché appunto, son passati 8 giorni e il fatto che tutti gli altri prelievi mi sono arrivati dopo massimo qualche ora senza problemi, sia prelievi antecedenti alla verifica che successivi mi fa insorgere preoccupazioni.

Hello Susvizzeru96,

As the recommended period of 14 days for any withdrawal has now passed, can you please advise if the payment has arrived?

If still not, we will try to intervene.

Awaiting your response.

Regards,

Nick

Dear Susvizzeru96,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.