Instaspin Casino - Player’s winnings are confiscated after account closure.

Hello,

I want to make a complaint against Instaspin (instaspin.com) Casino. I won € 193.282,10 but get only € 5.000,00 from them.

Before all the problems I registered myself on Instaspin Casino with my personal/original user details. I used my email address j**************@gmail.com and entered all my personal/original user details:

- Full name: J. G.

- Email: j**************@gmail.com

- Phone number: +3**********

- Country: The Netherlands;

- Date of birth: **-**-****

- Address: ****

- City: ****

- Postcode: ****

Before I play on any casino I make sure my account verification is completed. I collected all my personal date to verify my account and my account was verified.

After my verification was completed I won an amazing amount of € 164.528,00 on Sweet Bonanza 1000. (see video: 164k win but not credit to my account) There was only a problem, the € 164.528,00

was not credited to my account so I decided to email Instaspin Casino about the missing money. They told me that they will investigated the problem and that there was a "technical issue" that they will resolved.

Meanwhile I decided to withdrawal my remaining balance amount off € 28.754,10. I did a withdraw from € 5.000,00 (max withdrawal for one day) and I get a email that my withdrawal was approved (see doc: Gmail - Your withdrawal is approved j**************@gmail.com). On 02-12-2024 15.33 hour I have got my first € 5.000,00 and it was credited on my bank account. (see doc: NL63RABO0386168822-Details-bijschrijving-Thunes) This shows that my account was fully verified, otherwise they didn’t payout my withdrawal.

After the withdrawal from € 5.000,00 I have got the following email from Instaspin Casino: (this email conversation was about the missing money from € 164.528,00 in combination with the "technical

issues)

Dear J****,

We hope this email finds you well.

It has come to our attention that you have registered multiple accounts to access services on Instaspin. Additionally, your initial account is currently disabled at your request through our

Responsible Gaming tool. This activity constitutes a breach of our Terms and Conditions, which you agreed to upon registration. As a result, we have taken the necessary step of disabling your duplicate

account.

Below are the details of the accounts in question:

Account 1

Email Address: J***********@gmail.com

Registration Date: 10/11/2024, 17:07 CET

Account 2

Email Address: J**************@gmail.com

Registration Date: 29/11/2024, 17:14 CET

As stated in our Terms and Conditions:5.1.4 You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts

registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

Consequently and in-line with our Responsible Gaming policy, all winnings generated from the duplicate account (j**************@gmail.com) have been confiscated. However, we have refunded your total deposit amount of 1,620.00 EUR.

We appreciate your understanding in this matter. Should you have any questions or require further clarification, please do not hesitate to contact our support team.

I checked the email and I suddenly realized that I already had an account on Instaspin Casino but I didn’t knew! To register on Instaspin Casino I used my personal/original user details so I thought it was fine. I used the same personal/original user details on j***********@gmail.com and j**************@gmail.com (my second email address that I use) but there was no errors or checking

device on my personal/original user details that told me I already had a account on Instaspin Casino. The only change I made was my email address, the other personal/original user details where exactly

the same. Also they already verified my account from j**************@gmail.com before I won any

money) so I was thinking everything was fine!

After the email I was checking if I made any mistake with my personal/original user on any of my

accounts (j***********@gmail.com or j**************@gmail.com) I checked it and all the personal/original user details where exactly the same. So I decided to investigated if it’s possible to great multipool account with the same personal/original date but only the change of an email address. The conclusion, it is possible and Instaspin Casino didn’t check any personal/original user data with

already existed users. (see video: Registration without checking any personal data) Conclusion, I didn’t knew I already had an account on Instaspin Casino and the registration/verification process from

Instaspin Casino was not checking any personal/original data already existed users.

Because of that I want my remaining money from € 188.282,10 withdrawal to my bank account.

Dear Nobody1992,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

You mentioned that you didn’t realize you already had an account with Instaspin Casino before registering a second one. Could you please explain how it was possible that you forgot about the first account?

Could you please confirm that you passed the KYC verification for the first account?

Did you activate any bonuses or promotions on either the first or second account? If so, could you clarify what bonuses were activated?

Have you made any deposits with the first account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!