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I have deposited 1000 Euros from my UK Bank account. There were 2 transactions for the same amount. One got thru immediately and second one was declined. However the amount did not return to my bank account. After 2 days when I check with Bank they said the transaction has been successful and funds reached destination. It was the problem with www.instantcasino.com which showed the funds were declined. I have chased them many times in the last 2 months and provided my Bank statements for 3 months which clearly shows the funds were not returned to my bank account due to failed transaction. Despite of me proving multiple times they haven't accepted the fault and they do says my statements are incorrect. Please help me getting my 1000 Euros back. Every time when I make a deposit the funds go to different accounts. I am not sure why don't they maintain a single account. Customer Care is very rude in answering and waiting times are always longer

Dear rk0507,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you made the deposit that has not been credited to your casino account?

Could you please send me a screenshot of your deposit history in the casino?

Also, kindly send me the deposit receipt showing the amount you sent.

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

Payments were done on 28th November. I have made 2 payments of 1000 Euros each. One of them were successful and second one declined but the amount has been taken. I have chased them numerous times and submitted my bank statements which were signed and stamped by Bank. They said failed payments will be reverted to bank accounts in a week but its been 3 months. They says my statements are not correct. There is no contact number to talk to them. Live Support guys are very rude and closes the chat and history half way thru.

To proceed with your case, please provide a bank statement covering the period from November 28 (when you made the deposit that was not credited to your account) up until today. Additionally, kindly include all relevant communication between you and the casino, as well as any correspondence with your payment provider.

Please send the requested documents to veronika.f@casino.guru at your earliest convenience.

Thank you for your patience and cooperation. I look forward to your response.

Dear rk0507,

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.