Instant Casino - Player's winnings have been confiscated.

Today I registered with them and have deposited a rather large amount.

Everything was fine until I started buying bonuses on sweet bonaza 1000.

i bought one for £80.00

It kept freezing every time it was spinning on the bonus,

i would have to refresh the game and it wouldn’t load the game back for around 3/4 minutes.

The last time it did it I was actually finally winning on a bonus I was £150+ on winnings and I had just hit an extra 5 spins, and it looked promising.

Of course, the game ‘froze’ again and kicked me off.

When I managed to get back on it..

My winnings were nowhere to be seen & neither was my incomplete bonus. 

I contacted them 2 times today, and of course they said ‘i will get an email’

nothing has been received and I have been blocked from their live chat.

I feel cheated.

I have lost a lot of money today and I know there is no chance of getting my deposits back (my own doing for trusting them) but at least my winnings and to continue my bonus?

I dont understand how they can do this?

The game loads up fine, and spins fine until you land/buy the bonus.

I am infuriated, and hope I can get a helping hand with this?

Trust pilot reviews have the similar situation. 🙁

Dear Ldiamond23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of 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,

Tomas

Hi there,

They have reinstated the game,

no need for further assitance.

i have requested withdrawal so lets see how that goes.

thanks

Thanks for the update.

Have you received your winnings yet? May we consider the issue resolved?

Hi,

yes i got the withdrawal i made,

thank you

Dear Ldiamond23,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru