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

I won 800 euros a couple of days ago. Suddenly, all the money disappeared from my account and they're saying there's a technical issue at hand, but whenever I ask about the money, they keep saying that I need to verify my account..

My account is fully verified and they're assuring me that my money will be returned, but I don't feel secure at all and it doesn't seem like instaspin cares or wants to help..

I hope I'll be able to respond here with a positive update - I'll give it a few more days

Dear Jhdavidsson,

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. 

• Do you have any evidence that these winnings were previously in your casino account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Dear Jhdavidsson,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi I got 718 euros back until the end and when I took out they did. They disappeared again, I had apparently overwritten the bonus but I don't know how since you can't get an account statement on instaspin..

Think about this never play because they all lie?!!!

Thank you for your reply, Jhdavidsson. The casino representative sent me an email with information that your winnings were confiscated because you breached the maximum allowed bet. I checked the bonus T&Cs and I found this:

14.3 The maximum wager when a Bonus is pending, or actively being turned over is 5€/$ or currency equivalent. This includes Bonus Buy features, where the total cost of the purchase is applicable. You may lose your winnings if you do not follow this rule.

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear Jhdavidsson,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.