The player from the United Kingdom encountered issues with a casino bonus, as their balance of £600 and an additional £100 had disappeared after attempting to meet wagering requirements. They submitted a ticket but felt the agents were unresponsive and prolonged the investigation, leading them to believe it might have been a scam. The issue was resolved when the casino ultimately paid out the winnings after apologizing for the delay. The complaint was marked as 'resolved' by the Complaints Team.
Instaspin Casino - Player is facing delayed resolution for missing bonus balance.
Amount: £700
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
3 months ago
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3 months ago
Received a bonus to wager then upon wager requirement the balance disappeared. £600. Happened to me twice in a week. A further £100. Put a ticket in and now they keep saying it’s been looked into and the timeframe keeps extending. The lack of care from the agents to help you or provide any updates because they won’t push for it, is ridiculous.
It appears to be another scam site. I’ve successfully withdrawn from them before so this isn’t a concern. But I will not receive any bonus balance back and I am aware this will go on and on and on and I’ve unfortunately accepted that. It is horrible. I was enjoying it prior to this and I feel really let down and a bit of a fool to be honest.
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3 months ago
Hello Gemnria13,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instaspin Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of bonuses did you claim? Would it be possible to forward your bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Hi, no problem:
My account has been verified fully for a long time. I can’t recall the exact date but it is fully verified and they very quickly verify so they’ve not prolonged that process thankfully.
The bonuses were goodwill gesture bonuses with 30x wagering requirement.
I have spoken to the casino yesterday about this issue and they said to wait still.
I can try to get that information for you.
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3 months ago
Dear Gemnria13,
Did they at least specify what was the issue with the bonus play - max bet, restricted games, multiple bonus claim without deposit?
Is there also any e-mail communication between you and the casino regarding the issue as the live chat can't provide as much information as the e-mail support?
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3 months ago
I wish to withdraw this. They paid it out for me. It took time but they fully apologised. Thank you for your time.
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3 months ago
Dear Gemnria13,
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,
Casino.Guru
