The player from the United Kingdom had experienced a sudden drop in their balance from £133 to £3 while playing Big Bass Splash. The casino's live chat had informed them that a technical error was the cause. Despite assurances from the casino two days prior that the issue was being addressed, the funds had not been returned. The player later confirmed that the issue had been resolved and their missing amount of £127.01 had been returned. Consequently, we had marked the complaint as 'resolved'.
Instaspin Casino - Player's balance reduced due to technical error.
Amount: £127
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
8 months ago
Public
Public
8 months ago
i deposited £20 and took 100% bonus was doing well with wagering and had £133 left i was playing big bass splash and after a spin my balance went from £133 to £3. i contacted the casino live chat and been told it was a techincal error but still not recieved funds back into account been told passed to relivant department 2 days ago have heard nothing
Public
Public
8 months ago
Dear Kizzykazzy,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru?
Meanwhile, please check our article explaining "How slot machines are 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 cooperation and understanding.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Hi Petronela, i got intouch with the support and they have told me that they are aware of this and it will be resolved on monday as the techanical department do not work at weekends. And that the correct amount was £127.01 that went missing from the balance
Regards
Kizzykazzy
Public
Public
8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kizzykazzy, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
