The player from Germany had issues with four deposits made to his casino account, totaling 175 Euros, which had been deducted from his bank account but were not reflected in his gaming account. He contacted customer support but was informed that the funds might be stuck and did not receive a timely update, despite his account being verified. The issue was resolved when the player received confirmation that the missing funds had been credited to his gaming account after problems with the payment provider were addressed. The Complaints Team marked the complaint as resolved, appreciating the player's cooperation.
Instaspin Casino - Player's deposits are delayed.
Amount: €150
Instaspin Casino
Safety Index:LowSafety Index
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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
16 hours ago
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5 days ago
Translation
Hello, on December 25th, 2024 I made 3 deposits (2 x 50 euros and 1 x 25 euros). All via instant transfer. These amounts were immediately debited from my bank account. Then on December 27th, 2024 I transferred another 25 euros. I assumed that it would work now. Debited from my bank account. But it is not on my gaming account at Instaspin3.com. After several contacts (chat), I was told that the money was stuck somewhere. My account is verified and the employee said he can see that my transfers are correct. We just have to wait until the money arrives. They are waiting for an update. But not 72 hours!!. He also said that the holidays could be to blame. Which I think is nonsense. I also wanted to speak to a higher-ranking employee but that was ignored. Invictus ventures is the payment provider. I would be happy to receive an answer. Kind regards, Jürgen Z.
Edited by a Casino Guru admin
Automatic translation:
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4 days ago
Dear rudi1311,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.
I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 days ago
Translation
Hello, first of all, thank you for writing straight away. I was in contact with the casino again today. This morning at 10:00 there was still no money. I just got an email saying that the money had been credited to my gaming account. There had been some problems with the payment provider. Nevertheless, thank you again for your efforts. You are a great team. Greetings, Jürgen
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3 days ago
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The casino really did everything it could to ensure that I got my money. I wish you a happy new year
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2 days ago
Hi Casino Guru,
The 3 missing deposits the customer was complaining about have already been approved and credited in their InstaSpin account.
We have explained several times to the customer that even though the payments were processed by their bank, we have not yet received the payments on our side which is why the deposits were in pending status. Once the payments are received, the deposits will be automatically credited by our system. Unfortunately, due to how the payment flow works it is completely out of our control, and can only wait for the payments to arrive before we can credit the customer’s account.
We fully understand the customer’s frustration, however this case has been resolved from our side.
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16 hours ago
Dear rudi1311,
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,
Veronika Fritz
Casino.Guru
