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€616,000 balance confiscated after verification and successful withdrawals

Hello,

I am submitting this complaint regarding Instant Casino.

My account was fully verified, including approval of Source of Funds (SOF). I was allowed to deposit, play, and accumulate winnings without any restriction.

At one point, my balance reached €616,000, which was also confirmed by the casino.

Several withdrawals were successfully processed to my bank account via their payment provider (Igloo Ventures SRL). This clearly demonstrates that my account, activity, and winnings were considered valid.

However, when I attempted to withdraw the remaining balance, the situation changed completely:

• My access to the account became restricted
• I was unable to log in from my country without using a VPN, while the use of a VPN is explicitly prohibited under their own Terms and Conditions
• I was repeatedly asked to provide documents, which I supplied in full
• Despite full cooperation, my account was ultimately closed
• The entire remaining balance of €616,000 was voided
• The casino now refers only to general Terms and Conditions, without providing any specific, verifiable explanation of what rule I allegedly violated.

From my perspective, this appears to be a case of selective enforcement:

• all activity is accepted while playing and winning, but once a significant withdrawal is requested, the rules are applied differently.
• I have full documentation to support my case, including:
• Confirmation of full account verification (SOF approved)
• Confirmation of the €616,000 balance
• Evidence of prior successful withdrawals
• Complete correspondence with the casino

I respectfully request Casino Guru to review this case and assist in facilitating a fair and transparent resolution.

This matter is currently being escalated through legal channels and has also been reported to the relevant licensing authority.

P.S I have more files and evidence.

Kind regards,

Virgill *****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instant 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?
• Do I understand correctly that the main issue appears to be your activity from a restricted jurisdiction?
• Have you ever accessed the account without the need to use a VPN service?
• Have you filled out your player profile with accurate personal information before depositing and playing?
• If there is any other supporting evidence you wish us to review, send it 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

Hello Tomas,

Thank you for your response.

I have been a player at the casino since December 2025.

Until March 13, 2026, I was able to access the website, deposit, play, and withdraw without any issues. From that date onwards, access became restricted.

So yes, I was able to access my account normally without a VPN until March 13, 2026. After that, access was no longer possible from my location.

All personal information provided was accurate. My account was fully verified, including KYC and Source of Funds (SOF), and I have proof of this.

I also have full documentation, including balance confirmation (€616,000), successful withdrawals, and all correspondence.

I will send my complete dossier, including all supporting documents and attachments, to your email for review.

From my perspective, all activity was accepted and validated while playing, including withdrawals, but once I requested the remaining balance, the situation changed and the funds were voided without clear justification.

Please let me know if you need anything further.

Kind regards,

Virgill

Hello Furry1987,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Furry1987,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Furry1987,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas