The player from Germany had claimed a 50% bonus and deposited 196€. After he had met the wagering requirements, his bonus balance had been removed and his deposit was locked, preventing withdrawal. Despite having reached out to the support team, he had received no response for seven days. After he had submitted his complaint, he confirmed that the blocked €196 had been refunded, but the deleted €196 had not been. The issue had been related to the 2nd deposit bonus. A few days later, the player reported that the casino had credited all the money back to him. The issue had been successfully resolved, and the complaint had been closed.
Instaspin Casino - Player's deposit locked and bonus cleared.
Amount: €396
Instaspin Casino
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4.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I claimed a 50% bonus and deposited 196€.
The 196€ was displayed as locked and 196€ as bonus money.
I played normally and had about 936€ after completing the wagering requirements. As soon as the wagering was completed, my bonus balance was deleted and only the 196€ remained, which was still displayed as locked and not withdrawable. The support addressed the issue and returned some of the money to me. However, exactly 196€ was missing, as this locked money was not shown in the betting history. I could prove this if the support would send me the game history of Bock on Power from 30/31.1.2024, as I have a screenshot of my balance after a big win.
I have been waiting for 7 days now, and I am always told that the technical team is taking care of it.
So it's about 196€, which is in my account but frozen. and again about 196€ which were simply deleted.
Automatic translation:
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9 months ago
Dear niklasrix2,
Thank you very much for submitting your complaint.
I'm sorry to hear about the issue you've encountered with your bonus balance at the online casino.
To assist you further, could you please provide more information regarding the resolution offered by the support team?
- Specifically, could you clarify how much of the missing 196€ was returned to you?
- Additionally, any details you can share about the response from the technical team would be helpful for us to better understand the current status of your account.
- Could you please specify which exact bonus you activated?
Your cooperation in providing these details will help us investigate and work towards a resolution.
If there's any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
The blocked €196 was refunded.
The deleted €196 was not refunded.
It was the 2nd deposit bonus.
I sent details by email.
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9 months ago
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Update: today all the money was credited to me. the case can be closed.
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, niklasrix2, 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
