Instaspin Casino - Player's winnings have been confiscated.

I have encountered a very frustratating situation at Instaspin Casino. I deposited €400 and received a bonus of €200. I wagered for hundreds of rounds on slots. I got lucky and my balance was up to €2767.30.

I wanted to know how much more betting I had to do to convert the bonus to cash. So I opened the bonuses section on my account. As you can see from the screenshot it said that there were no active bonuses. But at the same time in the cashier, it said that most of my balance was still bonus funds. I was confused because of the contradiction. So I opened live chat to try and understand. This is when the problems began.

Live chat said they would try to fix the issue. My balance was at €2767.30 then live chat wrote "Please check now again :)" . When I checked I saw that my balance had dropped to €234.85. So all my winnings had been deleted. I immediately pointed this out to the support agent who just answered "That was part of the bonus wagering". I replied that no, those were actually my winnings and asked again why they had been deleted. Support said that the matter would be escalated. When I expressed concern at what has happened I was just told "If you have any other concerns feel free to reach out. By the way also check the game Big Bass Bonanza for your freespins"! This was surreal but I thought I’d wait a while and see what the escalation resulted in.

An hour or two later I logged back into the account and saw that my balance was now €434.85. The following message was sent from support: "We've investigated further and, receive our sincere apology in advance since the bonus was cancelled by mistake when attempting a fix to the issue. We've added a goodwill bonus to your account in the amount of 200€."

I told support that I didn’t find it acceptable that they had accidentally deleted around €2500 in winnings and replaced them with a €200 bonus. Support apologized again and actually said "Yes, that was totally my fault". Support then added that apparently I had not actually completed playing the bonus. "There was still about 1k needed to be wagered in the bonus" he said. I should draw your attention again to the screenshot which shows the bonus section where it said "There are no active bonuses". But fine, there is obviously a problem with the bonuses section and I still had to bet €1000 to convert the bonus to real money. Support then went onto say that since the bonus wasn’t fully wagered I might have gone on to lose my €2500 in winnings during the remaining €1000 wagering anyway! So in Instaspin’s mind giving me a €200 goodwill bonus and allowing me to play it from scratch with full wagering is fair because I might have lost my big win anyway. I had €2767.30 before support pressed the wrong button and accidentally deleted my balance. So even if I had lost every bet of the remaining €1000 wagering I would have had the option to keep a lot of my winnings. Of course this was never acknowledged. I said that I thought the right solution to their mistake was very obvious. I asked support to reinstate the full balance that they deleted. I also added that even though their bonus section is misleading and said there is no bonus that I would be very happy to wager the €1000 they claimed was still left to be played. Support blankly refused. "Martin from Instaspin: I would appreciate it if you could wager the given bonus, and after that, we can also check what else can be done in this case".

Why does Instaspin think it is fair to cancel my win, return only €234 of my initial €400 deposit and add an extra €200 bonus with reset bonus wagering? Not only is my win cancelled but now I have to risk and likely lose my initial deposit also? In what universe is this a "goodwill gesture"? I emailed Instaspin hoping that a different member of staff might take a look at the situation. Someone else did look and emailed a reply saying that once the bonus is cancelled it cannot be added again. At no point did this email acknowledge that the bonus was only cancelled because a poorly trained support agent had made a mistake that he even admitted to.

I think that there is only one solution. Instaspin should resinstate my balance to €2767.3 which is what it was before their mistake. If they did that I would be happy to wager the €1000 that they say remains to be played. Obviously it's ridiculous that a casino would accidentally delete around €2500 from a player’s balance and replace it with a €200 coupon after admitting that the mistake was theirs. The situation is so strange I hope it might just a misunderstanding that can be resolved. Maybe the first agent didn't have the power to resolve his mistake and maybe support's email was written by someone who wasn’t aware that it was their own staff who had accidentally cancelled my bonus. But I wasn’t getting anywhere trying to explain this to support which is why I bring it up here.

Dear PMaria64,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instaspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you had left only something over 1000€ to complete the wagering bonus?
• Was the bonus you received part of the welcome package?

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

According to live chat, I had about €1000 left to wager on my bonus at the time he accidentally cancelled it. Live chat justified the addition of a €200 goodwill bonus because "I still had bonus wagering and might have lost my balance anyway". This is false because my balance (€2767) was much bigger than the remaining wagering (€1000). So even if I lost every single bet during that wagering I could only have lost it all if I continued gambling after the bonus betting was finished.

Yes the bonus was part of a welcome package.

Thank you very much, PMaria64, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear PMaria64,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Instaspin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Instaspin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hi team,

On June 10th, player PMaria64 contacted Customer Support regarding an issue with her Welcome Bonus 2. She reported that the wagering progress was not updating and shared the following:

"Yes. I am having a problem with the bonus. I have done a lot of betting on different slots. But if I go to the cashier to track the wagering it says I have done 0% even though I have wagered thousands. If I go to the bonus section it says that I have no active bonus. So I am confused. My funds will not convert from bonus to real no matter how much betting I do and the wagering meter stays at 0%."

Additionally, she noted having attempted a withdrawal during this time which is against bonus T&C:

"I tried to withdraw yesterday when I saw that I have no active bonuses and could not. Then I logged in again today and the problem continued."

Based on this information, it was clear the player believed her bonus was not functioning correctly. Even thought the wagering was working correctly as per checks. To resolve the issue, Customer Support removed the existing bonus, as per players complains on it, and as a gesture of goodwill, credited a new bonus of €200 under the same Welcome Bonus 2 offer.

However, immediately after this resolution, the player changed her position, requesting the restoration of her previous bonus balance of €2,532.45 (bonus funds). It’s important to note that this was not a cash balance or withdrawn winnings, but the remaining bonus balance from the original bonus which had already been replaced.

Per standard procedure, once a bonus is cancelled—especially at the player’s request / or complaints or due to system issues—it cannot be reinstated, and the replacement bonus serves as the final resolution. As we can see her 200 good will bonus has expired as she has not used it to play, we are happy to recredit that 200 bonus back to player to play.

This is all false. I never changed my position at any point. As shown in the screenshots that I provided the bonuses tab said "There are no active bonuses". So this was actually a website error. It says there is no active bonus when there is. There is no goodwill in saying I changed my position. I was led to believe by YOUR website error that no bonus was active so I could withdraw my winnings. If your website worked properly I would not have been tricked into believing this.

Most seriously you have attributed the removal of the bonus to my attempt to withdraw after I spoke to live chat. The bonus was not removed because of that. It was removed because your live support made a mistake. Please see below:

01:39 PM | Maria: yes. I had 2500 which should have been real money. You replaced it with 200 bonus money

01:40 PM | Maria: where is the goodwill in that

01:40 PM | Martin from Instaspin: I understand you. And human mistakes may occur. I am very sorry this happened with you now.

01:40 PM | Maria: My balance was 2700 with a completed bonus. You have replaced it with 200.

01:41 PM | Martin from Instaspin: Yes, that was totally my fault.

Instaspin, you emailed me the transcript. Martin accepts that it was his fault. He was trying to figure out why it said "no active bonus" on my end. So he tried cancelling the bonus wrongly thinking that this would fix the error. Instead, he deleted my balance, because a bonus WAS active despite the deceptive message at the casino saying it was not. Martin should have detected that a bonus was active and instead of cancelling it, he should have said "Ignore what is says in the bonus section because there is a bug. There is still a bonus active. Wager xxx to release it". That would have been the correct response. Instead he blundered away 2500 of my winnings and even admitted to having done so.

Now you tell me that once a bonus is cancelled it cannot be reinstated. I assume that is for internal technical reasons. That should not be the customer's problem. It is plain for anyone reading about Martin's mistake that this was Instaspin's error. So why should the customer have to pay for it? If you can't credit the exact amount in bonuses, you should just credit it to my account in real money. I'd still be willing to wager the €1000 wagering that Martin claimed I still had left to play on my account.

Dear Instaspin Casino and PMaria64,

Thank you both for your clarification.

Dear PMaria64,

Could you kindly forward the email from the casino that contains the chat transcript with support agent Martin, as referenced in your latest post? Please send the full message to my email address at jakub.m@casino.guru.

Thank you in advance for your cooperation.

Hello. I have sent the transcript to your email.

Dear PMaria64,

Thank you for providing the full transcript of your conversation. After a thorough review of your case, I want to express that while I genuinely understand your frustration, it's important to note that casino bonuses are granted solely at the discretion of the casino and are generally not enforceable unless they are wagered and successfully transferred to the real balance.

Unfortunately, your case involves a non-wagered bonus. While I fully acknowledge the inconvenience you experienced and your perception of unfair treatment, the technical limitations make it impossible for the casino to restore your balance and bonus wagering progress as if nothing happened. Additionally, your request for withdrawal during the wagering period does not impact the core of the issue, as you believed the bonus was no longer active due to its incorrect display - an error clearly not your fault.

However, the amount in question remained part of the bonus balance and had not been converted to real funds. Therefore, from our perspective, there is no strong basis to compel the casino to meet your request under the current circumstances.

I’m truly sorry for the outcome and appreciate your understanding.

Dear Instaspin Casino,

Thank you for your prompt reply and for offering further clarification via email. I acknowledge that this was an honest human error on the part of your agent, and I understand that technically there is no way to reverse the situation completely.

That said, I would like to suggest a possible resolution in the spirit of fairness and a player-first approach. While you have offered to reissue the same bonus as a gesture of goodwill, given the admission of fault, I feel that it might be more appropriate to offer the player a bonus with improved conditions or a more tailored form of compensation. This would help reinforce your commitment to fairness and customer care, rather than leaving the player with a sense of "just try again."

Of course, the exact form of compensation is at your discretion, but offering something more meaningful would go a long way in rebuilding trust and showing goodwill.

I look forward to your response and hope we can reach a resolution that feels fair to all parties involved.

Dear Casino Guru,

Thank you for your follow-up and for sharing your thoughtful suggestion.

After careful consideration of the circumstances and in recognition of the inconvenience caused, we are happy to offer the player a goodwill bonus of €500 as a one-time gesture of compensation. That said, please note that the bonus has already been credited to the player’s account and is now available for use.

We appreciate your understanding and hope this resolution helps to restore trust and satisfaction.

Why would I be interested in a €500 bonus with several 10s of thousands of wagering to do when I had €2500 in bonus winnings with only €1000 in wagering to do.

Your agent made a mistake and accidentally deleted my bonus winnings. He admitted it was his fault as you must know. So why are you making us go through this? Please just correct the mistake your employee made.

Dear Instaspin Casino,

I would like to kindly request clarification regarding the disputed bonus. Could you please confirm the exact amount that was left to be wagered at the moment the bonus was cancelled?

Additionally, I would appreciate it if you could provide the full game log showing the player's activity from the time the bonus was activated until its cancellation.

You may send the log to my email address at jakub.m@casino.guru.

Thank you in advance for your assistance.

Yes, bonuses are issued at the casino's discretion. However, when a player has deposited, received a bonus and risked his money betting thousands in wagering to unlock his funds, whether or not they'll pay the winnings is no longer discretionary. I had a guaranteed win in this bonus because my winnings far exceeded the amount left to wager. I deposited and took massive risks while playing with the bonus. So I don't understand how it can possibly be at the casino's discretion at that point. Once a bonus has been issued, a casino cannot legitimately cancel it if the player is winning. Imagine if they could! And so even though I also believe it was an honest mistake, that doesn't matter. It makes no difference to the player whether it was honest or dishonest. It is effectively a casino free rolling the player.

I understand that technically it is not possible to restore my balance and wagering requirement to the exact amount before. But according to the chat transcript I had about €1000 of wagering left to do with a bonus balance of €2500. So that was a €1500 guaranteed win plus an extra €1000 in bonus. Most of that extra €1000 I would be converting to real money, because it is statistically impossible to lose it all betting their limit of €5 a spin wagering it only once. So this was worth very close to €2500 in real value.

There is a fair way to resolve this. Add a bonus of €2500 and attribute €1000 in bonus wagering. Anything less would not be fair. I had a guaranteed win. It was as good as having very close to €2500 in real money. So if my suggestion is technically impossible then they should just credit €2500 to my account in real money because the mistake was theirs and I would have won very close to that anyway. Respectfully Kubo, it is not at a casino's discretion unless they are disreputable and rogue. I had to follow Instaspin's rules. If I break their rules even with an honest mistake what happens? My win gets cancelled or I lose everything. So why does Instaspin get to break their own rules? Why isn't there the same accountability for casinos? They should take responsibility for their mistakes.

Hi Casino Guru,

Please be advised that player has received a €500 funds with no wagering requirements, which we hope reflects our commitment to resolving the matter in a fair and positive way.

If you feel this resolution is not satisfactory, we understand and are prepared to proceed with closing player account and refunding deposits back.

Please let us know how you would like to proceed.

That is not a fair resolution at all. My balance was over €2.500 with €1.000 of bonus wagering left. So my balance was made up of:

1. €1.500 in guaranteed wins. Since If I wagered the €1.000 and lost every single bet, I would have that amount.
2. €1.000 in non-guaranteed wins.

Of the €1.000 non-guaranteed portion it is statistically impossible that I would have lost all of it. I was only allowed to bet €5 a spin according to the rules. So I would have had to lose 200 spins in a row. That is impossible even in the unluckiest streak. On average, of that non-guaranteed €1.000 I would lose around €50 if their RTPs are accurate.

So we have established that I had €1.500 in guaranteed wins + €950 in real bonus value. That is equal to €2.450 in real value that I was winning. Now tell me something. In what universe is it fair for a casino to cancel a player's bonus when they are winning so much? How is it possible for anyone who isn't acting in good faith to cancel a gambler's €2.500 win, a large portion of which is guaranteed money, and replace it with a €500 token? In what universe is that morally acceptable!?

A casino cannot cancel a bonus when the player is winning. It can refuse to offer the promotion in the first place. It can choose who to exclude from such offers and has every right to choose who it gives bonuses to. But once it has issued a bonus and the player has started playing it, it cannot just cancel when the player is winning. The player has already risked their money at that point because the bonuses are very risky. It makes zero difference that it was cancelled in honest error. Zero! The outcome for the player is the same and even honest errors have to be rectified. So I ask Instaspin Casino again, please take responsibility for your error and credit the full amount that you deleted from my win. Again, a casino does not get to cancel a bonus while the player is winning. This is called freerolling. You don't get to cancel a €2.500 and replace it with a €500 token. I am surprised that any of this has been entertained at all.

When a casino notices that it made an honest mistake which was harmful to one of it's customers, it should do everything in it's power to replicate conditions before the mistake. Notice that I never accused your live chat of intentionally deleting my win. I still don't. I feel bad for him because he probably felt terrible about it and the resolution was out of his hands. But offering me €500 for €2500 is not ethical or proper. I thought that Instaspin was an excellent casino until the handling of my case. I ask again, please make things right. If you technically cannot replicate the exact conditions before your error, please do your best to manually replicate them as closely as possible. Considering that I had €1.500 in guaranteed wins + €950 real value from remaining bonus, do you really believe that replacing that with €500 fair? I don't think you can honestly say what I'm asking for is unreasonable.

Dear PMaria64,

I’ve sent you an email regarding your case, and I kindly ask you to review it and respond at your earliest convenience.

Thank you for your attention, and I look forward to hearing from you soon.

Dear PMaria64,

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.

Hello,

I sent 2 emails in reply to yours over 2 weeks ago on the 31st of July.

Thanks

Dear PMaria64,

Thank you for letting me know, and I apologize for the delay. Given the volume of emails I receive, some may occasionally be overlooked. That’s why it’s always best to ping me directly here in the thread so I can check and respond promptly.

Dear Instaspin Casino,

Following the player’s latest message and our internal discussion in the Complaint Resolution Center, I must acknowledge that we consider the player’s position correct.

I appreciate your effort to resolve the matter by issuing a new bonus without wagering requirements. However, while this may seem like the simplest solution, it does not fully address the fairness of the situation. Essentially, it resets the player to the beginning without proper regard for the progress already made under the original terms.

As you know, we strive to assist players when they are treated unfairly, and in this case, your own support agent admitted that a mistake occurred on your side while attempting to resolve the issue. This admission makes the casino’s responsibility very clear.

The key question is: why should this player, who had already completed a significant portion of the wagering requirement, be placed at a disadvantage compared to other players whose bonuses were not mistakenly cancelled? The player’s reasoning regarding guaranteed and non-guaranteed winnings is both valid and logical.

To illustrate:

• Total winnings: €2,767
• Remaining wagering: €1,000
• Guaranteed winnings: €2,767 – €1,000 = €1,767

Even in the worst-case scenario - if the player lost every subsequent wager while completing the remaining requirements - the guaranteed amount would still be €1,767. Offering a €500 bonus, even without wagering requirements, falls far short of this guarantee. Even assuming a 100% RTP, the player would end up with significantly less than what was already effectively secured under the original bonus.

Furthermore, since your team has already acknowledged the mistake in the chat log, it is difficult to understand your current position. Referring to your corrective actions as an act of "good will" is misleading: correcting one’s own mistake is not good will - it is simply the fair course of action. Additionally, mentioning the possibility of refunding deposits and closing the account is not constructive and cannot reasonably be considered a satisfactory resolution.

Our suggestion is as follows:

• Credit the player’s guaranteed winnings in full, i.e. €1,767, based on the above calculation.
• Allow the player to continue with the new "good will" bonus as an additional opportunity, since we cannot quantify what her winnings might have been from completing the remaining wagering requirement (though statistically, further winnings would be expected).

We believe this proposal represents a fair, rational, and balanced resolution. Please let us know if you agree with this approach, or provide a clear explanation as to why you believe this logic does not hold.

Thank you, and I look forward to your response.

hi, Casino Guru

Thank you for reply.

Please note that a bonus of €2,767 has been credited to the player’s account and is now available for play. We therefore consider this case closed.

Dear Instaspin Casino,

Thank you for reconsidering the case and for suggesting this resolution.

Dear PMaria64,

Could you kindly confirm whether you have received the bonus? Additionally, please let us know if you are satisfied with both the resolution and the conditions attached to the bonus.

Thank you in advance for your confirmation.

Thank you Casino Guru for your support.

I have been away but am back now. I logged into the casino today and the balance on my account is still €234.85. Not sure what happened there.

hi, Casino Guru

Player has to use the funds during one week, balance has been updated back for use.

I confirm that I received the funds in the form of a bonus. I was required to wager €2,767, which I did. This is more than the €1,000 wagering I had left originally. Consequently, I incurred more losses during the wagering than the original bonus conditions before the error would have guaranteed. Nonetheless, it is reasonably close to fair. It may not have been perfect, but in choosing to continue wagering I accepted Instaspin's compromise. So I'm satisfied with their resolution.

I have requested a withdrawal of my remaining balance. I used crypto as my original deposit method but that has been removed from available withdrawal methods. So I have withdrawn the funds to my bank account. Since Instaspin has gotten this far in resolving the issue, I am happy to entrust them to make payment to my bank and don't feel the need to keep this complaint active while I wait to receive the funds. So we can go ahead and close this complaint.

I'd like to thank Instaspin for coming to a reasonable compromise and Casino Guru for their mediation and support during this dispute.

Dear PMaria64,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo