The player from the Netherlands had deposited €400 expecting to receive a 25% bonus that was not added to his account. Despite numerous communications with the casino, the issue had remained unresolved for over a week, causing the player to lose €6,000. However, the casino eventually resolved the issue by adding the missing €100 bonus to the player's balance, along with an extra €200 as compensation for the inconvenience caused. We had marked the complaint as 'resolved' in our system.
Instaspin Casino - Player didn’t receive the expected bonus.
Amount: €100
Instaspin Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.4
Instaspin Casino has a Safety Index of 4.4, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
I have deposited €400 with a 25% bonus. The bonus money was never added. In fact; they claim nothing can be added to my account at all.
Apparently I'm the only player they're having this issue with. Meanwhile I'm down around €6000,- here and still haven't gotten a single bonus or cashback.
We're about a week in now, they keep promising they will resolve it but there is still no update about the situation. It is starting to feel really sketchy now. Hope they work things out soon or else I'm moving to a different website.
Public
Public
1 year ago
Dear Pascal_W,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Instaspin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you ever received any bonuses from this casino at all?
Could you please confirm that you have passed the full KYC verification?
When was the last time you communicated with customer support regarding the issue with your bonuses?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 year ago
I have received a welcome bonus of €100 but that's it.
I am verified.
Every day I speak to them about the situation. This morning was the last time.
Public
Public
1 year ago
Still nothing, now they´´re saying that they escalated it to the provider. They claim its now out of their hands.
Public
Public
1 year ago
They resolved it!
The missing €100 was added to my balance and they added an extra €200 aswell.
Took a long time but atleast they didn't break their promise.
Public
Public
1 year ago
Dear Pascal_W,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
