Instaspin Casino - Player’s winnings are missing after withdrawal attempt.

Recently completed wagering on a 100% up to £500 promotion I got via email. I deposited £50 and wagered the 35x occasionally checking the progress on the wager. I kept my bets well within the required parameters. As I finished the wagering my 470ish disappeared and unable to find it anywhere. Spoke to live chat and just got the bog standard message of it may be a technical issue. And now I am not receiving any replies. After looking around in the internet I can see people have had this problem before with this casino. But what I don’t understand is I am fully verified and I have deposited and withdrawn multiple times. Seeing as tho this has been a problem before with people I think it’s best to post a complaint on here and I have let the casino know this.

Hello GeoJung9,

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.

• Could you please advise since when is your account fully verified?
• Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru?
• When was the last time you spoke to the casino's e-mail support and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, I have been verified since the day I set up the account I always make sure to verify before I play, I have contacted the casino for my history and they’ve only sent me a spreadsheet of my deposits. I literally just received the email now and what they have sent isn’t helpful at all.

Received more correspondence from them this morning after messaging looking for an update and the other information such as my bet history (which should show the exact point my balance disappears after wagering completion, I was playing Diamonds of Egypt by Pragmatic Play on 88p stake). Also the bonus history that will show the bonus I was completing. I asked again this morning and have been told to wait and that it has been requested again.

At the moment I only have my deposit and withdrawals from the last week.

I would like to close this case, my funds have been located and I have them now. Thanks

Dear GeoJung9, 

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