Instaspin Casino - Player's winnings are missing due to technical issue.

I registration and deposited 50 e yestarday with another 50 on bonus. I started to win on real money and never used bonus money. After going up to 10 k i went down to 6k . All off suden money was missing. They are saying its technical issue but reading reviews its very comon. I just wanted to add that if i never used bonus money i should be able to withdraw money at any time and cancel the bonus money which would mean 50 e bonus would be canceled only.

Thank you

kristaps

Dear Copinshk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instaspin Casino.

If the casino didn't confiscate any balance, but, works on restoring your casino balance, I am afraid there is little assistance we can offer.

We will keep this complaint open until you confirm you were able to request a payout and the payout was successful. Please keep me informed about any further developments hindering your payout.

Thank you very much in advance for your reply.

Best regards,

Tomas

Thank you for your quick response. Is there any timeframe they actually has to fix this?

If you don't receive any response within a week, please let us know and we'll contact the casino regarding your missing balance.

Hi i still have no update . They are staining that they are still investigating this issue. I looked in reviews around trust pilot and other sites and other people have same issues. I have cashed out large amount of moneys in other casinos before and had waiting times due to verification and stuff like paying out to bank account instead of card. But this is something unseen

Dear Copinshk,

Please send me your recent communication with the casino, if the issue persists. Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much, Copinshk, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Copinshk for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instaspin Casino for their help in resolving this complaint. We would like to know what we can do to help resolve this issue.

Thank you!

Dear Copinshk, I am in contact with the casino affiliate, I will update you about any further developments. Thank you for your patience during this time!

Dear Copinshk, I was informed by the casino affiliate that the technical issue due to which your funds were not displayed was fixed but the funds you had were confiscated due to breach of the bonus terms and conditions. You have mentioned you deposited and received a bonus and played only with real funds but once you receive a bonus the terms and conditions apply to the real funds as well. With that in mind, you have violated the max bet rules of the bonus and your your funds were subsequently confiscated. The casino has provided me with your betting history showing that and unfortunately, I won't be able to assist in this matter.

Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter