The player from the United Kingdom had deposited £20 and successfully fulfilled the wagering requirements. However, due to a technical glitch, his balance had dropped to £1.60. Despite the casino's assurance of resolving the issue, the problem had persisted for two days. The player did not have any screenshots or videos as supporting evidence, but he had provided a transcript of his discussion with the casino's live chat. Eventually, the player confirmed that he had received his money, and we had marked the complaint as 'resolved'.
Instaspin Casino - Player faces technical issue with balance.
Amount: £200
Instaspin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 days ago
Public
Public
1 week ago
I deposited £20 and fulfilled the wagering requirements of the 1st deposit bonus.
i had around £200 at the time of completing the wagering requirements and all of a sudden my balance turned into £1.60.
i told live support about it and they said their team is working on getting my funds back to my account as I "had a stuck round on big bass splash" and was a technical issue.
this was 2 days ago and I've asked for an update a number of times and they keep just saying their team is working on it.
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1 week ago
Dear Helterskelter22,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
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
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1 week ago
Hello Veronica, I'm sorry I don't have screenshots of game time.
all I can tell you it was Big Bass Splash and I had around £200 before the issue happened.
i attached a photograph of the discussion with the livechat and I can email the transcript to the email address you provided.
it was around lunchtime Sunday 21st April this all happened.
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5 days ago
Dear Helterskelter22,
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
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