The player from the United Kingdom reported an issue with the casino website where £100 was deducted from an account balance of £115 after a spin, despite having only bet 50p. They contacted the casino and were informed that it could take up to 10 days to investigate the issue. The player provided additional details about previous similar issues and noted difficulties in obtaining their balance information. The issue was resolved, and the complaint was marked as 'resolved' in the system.
Instaspin Casino - Player’s account shows an incorrect deduction.
Amount: £100
Instaspin Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
2 months ago
i had £115 in my account was playing big bass clicked to spin after spin had finished £100 was deducted from my balance i was only playing 50p a spin contacted casino was told they will look into it but can take upto 10 days , why 10 days took seconds to take the £100
Public
Public
1 month ago
Dear Kizzykazzy,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered with your balance during gameplay.
To help us better understand the situation and assist you, could you please provide some additional details?
- Did you notice anything unusual during the game or before the £100 was deducted?
- Have you experienced similar issues in the past with this casino?
- Could you clarify if you were playing Big Bass at the standard stake level of 50p per spin throughout the session, or did the stake change during gameplay?
If you have any screenshots, communication with the casino, or further evidence related to this issue, please forward them to petronela.k@casino.guru. This will help us investigate the matter more thoroughly.
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,
Petronela
Sensitive attachment
Sensitive attachment
1 month ago
Hi Petronela,
i was playing mostly on 50p a spin and the odd time £1 a spin yes it has happened before on same game back in April 2024, The casino opened a ticket for the complaint but soon closed it stating they could not find the fault.
So i asked for a copy on my transactions and they sent bet stake and wins but not my balance they told me i had to pinpoint the error but found this impossible without my balance being shown, i did tell them this and that it did happen before and will have to come to yourselves to try and help me with solving this and funny enough they found the error i will send the emails they have sent me
Kind regards
Public
Public
1 month ago
Hi Petronela,
Just a update to let you know that the case has been resolved thank you for taking time
Regards, Kizzy
Public
Public
1 month ago
Dear Kizzykazzy,
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,
Petronela
Casino.Guru
