The player from the UK had deposited £30, and after wagering, her funds had disappeared due to an alleged technical issue according to the casino's live chat. At that time, the casino site was stating that it was not available in the UK, even though the player was fully verified on the site. The player had provided additional details about when she had noticed the funds disappearance and her communication with the casino. The issue had been resolved successfully with the casino returning the funds to the player. The Complaints Team had closed the complaint as 'resolved'.
Instaspin Casino - Player's funds disappeared, casino now unavailable in UK.
Amount: £274
Instaspin Casino
Safety Index:Fresh casinoSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
INSTASPIN
i made a first deposit of £30 with the casino, and had the 1st deposit bonus.
i played my money and managed too wager the required wager amount of the bonus. As soon as I had wagered it my funds disappeared and all that was left was my own £30 which was under the locked section.
I spoke too live chat and was assured that it was a technical error and the tech team would be working on it and will be credited back too my account. However upon logging in today it is now saying the casino is not available in the UK! I am fully verified on the site.
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1 month ago
Dear lau211,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with your deposit and the bonus at the casino.
To better understand the situation and assist you effectively, could you please provide us with some additional details?
- Can you confirm the date and time when you first noticed that your funds disappeared after wagering the required amount of the bonus?
- Did you receive any confirmation from the casino regarding the technical error and the credit back to your account?
- Have you received any communication from the casino explaining the reason for the unavailability of the casino in the UK?
Your cooperation in providing these details will help us investigate and work towards a resolution. Additionally, if you have any relevant communication regarding this matter, please feel free to forward it to petronela.k@casino.guru.
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
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1 month ago
Hi, it was around 11pm I fulfilled my wagering requirements then almost immediately the profit disappeared from my balance. I spoke too live chat almost straight away regarding this. I do have screenshot of them confirming the amount and there response for why this happened.
I was able too log back on around 830am this morning then it just stopped and says unavailable for uk. So will not let me even get too the log in page.
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1 month ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, lau211, 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
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