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I made a deposit of £20 on instaspin and got 100 free spins bonus as part of a bonus offer. After building up a balance with the bonus funds I managed to clear wagering. I was playing the game ‘Densho’ by hacksaw gaming and the stake was 0.40p. All of a sudden the bonus funds vanished out of my account and I was left with my initial deposit only (£20) I always make sure I read the terms and conditions of any bonus I receive and I make absolutely sure I do. Not break the rules.

I got In Touch with chat immediately who advised me he could see it was a technical error and it would be passed to the technical team and dealt with asap.

this was over 24 hours ago.

i know this is not a big time frame..however i have noticed the same complaint multiple times by numerous players and some of them have had to wait for weeks which is concerning to me.

been in touch with the casino again today and told to wait once more.

Dear stefansumners,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Hello

unfortunately, I don’t really have any evidence apart from screenshots of the chat with the advisor telling me not to worry because I did nothing wrong. Also another screenshot of a different advisor just telling me the technical team are dealing with it and they will be in touch asap.

I have linked the screenshots of that transcript here.

as for gaming history..there is no where on the casino that lets you access this information. You can even see withdrawal history.

I know the game was Densho and I know the balance was around £141 at the time.

I’ll see if I can request my game history and filter through it.

thank you!

Update.

still no contact from casino regarding my missing funds. Not even to assure me that they are working on it. I have reached out to chat about 3 times to which I am still told the same thing, that the technical team is dealing with it. Extremely disappointed and frustrated at this point. Will be making a complaint to the UKGC to report the casino if the issue is not resolved in the next couple of days.

Thank you very much, stefansumners, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you.

hope to have this resolved as still no luck.

Hello stefansumners,

I'm Michal, and I have taken over this complaint. I have reviewed your case and I understand your desire for a prompt solution, however, the investigation of the error can be sadly time-consuming and the casino or game provide tech team needs to fix it. I will contact the casino to shed more light on this matter.

We would like to invite Instaspin Casino to join the conversation.

Dear Instaspin Casino,

Can you please furnish us with details regarding the estimated completion date of the investigation and the timeline for the reinstatement of the player's funds into their account?

Hi team, the issue has been fixed and the funds have been recredited today

Thank you for your response, Instaspin Team.

Dear stefansumners,

Can you please confirm the recrediting of the missing funds in your casino account? If all has been fixed, can we consider your complaint resolved, or do you need further assistance with anything else?

Hi.

Instaspin have Infact credited the missing funds which I deeply appreciate.

sincerest gratitude to the casino and to Casino.Guru for the assistance.

much appreciated.

Dear stefansumners,

Thank you for the confirmation. Can we consider your complaint resolved, or do you require assistance with anything else?

Dear stefansumners,

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.

Hi. Sorry about the delay!

Yes we can co wider the case resolved and closed.

thanks again

very much appreciated!

Dear stefansumners,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru