The player from the United Kingdom completed the wagering requirements for free spins but found her balance of over £1200 disappeared once completed. After multiple attempts to resolve the issue with support, she was told to wait 10 business days, which she found unacceptable given the delays reported by other users. The issue was resolved when the casino paid the money in full after several interactions. The complaint was marked as 'resolved' in the system.
Instaspin Casino - Player's winnings are delayed after meeting wagering requirements.
Amount: £1,200
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
2 months ago
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2 months ago
I took up an offer of free spins and subsequently wagered the winnings as required 35x. My balance was up over £1200, however when I reached 100% on wagering the money disappeared. When I have contacted support since on several occasions I just keep getting told to wait 10 business days for someone to look into it. I really don't think 2 weeks is an acceptable timescale for this and looking online several other users have waited weeks and a few even months for a resolution. There is no way if the user looking at game history which would instantly answer any potential doubts on the casinos part around the money being owed to me.
The casino itself is very easy to use woth a good selection of games, however they need to work on these system errors more effectively. Incidentally this is my first withdrawal attempt with them and my account is 100% verified.
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2 months ago
Hello Doigy1110,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instaspin Casino. Please allow me to ask you a few more question before we would move forward.
- Is your account verified and if yes, since when exactly?
- Did you ever deposit into the casino?
- What kind of games were you playing and how high were your bets?
Looking forward to your answer.
Regards,
Nick
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2 months ago
My account has been verified for a while and before this session began.
I have made several deposits with Instaspin.
Bets were all between £1-£4 and all on slots.
Incidentally the site doesn't have any way of viewing bet history
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2 months ago
After several interactions the casino have settled this issue today and paid the money in full.
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2 months ago
Dear Doigy1110,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
