Confiscated Winnings: €1,800 at Instant Casino

What Happened

A player from Germany says Instant Casino declined a €1,000 slot withdrawal, asked for documents, then told her the problem was that her bank account is shared with her husband. While uploading the selfies the casino wanted, she says she was logged out for good, with just over €1,800 inside. She says the casino later told her the winnings were void for using a joint account. Both mediators said a joint account is fine with proof of co-ownership, but the casino never answered them.

How It Developed

• 2024-10-20Complaint opened. The player said small payouts had always worked and that no verification had been offered until this win.
• 2024-10-21The player reported the casino had voided the winnings over the joint account; she argued the deposits would then be invalid too and asked for them back.
• 2024-10-25The mediator said a joint account is acceptable with proof of co-ownership and asked for that proof and the casino's messages, which the player sent.
• 2024-11-04A resolver asked Instant Casino to pay if co-ownership was shown, or to send evidence of any other breach.
• 2024-11-18Still no reply after an extension; the mediator gave three more days.
• 2024-11-21Closed as unresolved because the casino never responded. The player was pointed to the Anjouan regulator.

What Has (and Hasn't) Helped