The player from the United Kingdom had deposited £23 and received the same amount in bonus. After he had completed the wagering requirements and lost the bonus, he had been left with more than £400 in his account. However, only the original deposit amount had remained and it was locked. His account had not been verified yet, but he had submitted the required documents. This had been his third deposit bonus with the casino. After he had contacted the casino, they had informed him that the issue had been forwarded to their technical department for investigation. The player later confirmed that the casino had credited the missing funds back to his account and requested to close his complaint. We had marked the complaint as 'resolved'.
Instaspin Casino - Player's winnings disappeared after using a bonus.
Amount: £424
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
8 months ago
Public
Public
9 months ago
I received a 100% bonus via email and i deposited £23
I got a £23 bonus i completed the playthrough of £575 and i had just over £400 in my balance and after i met the wagering my bonus balance completely dissapeared and i was left with the £23 i deposited which is still locked on my account for some reason spoke to the customer support and they have reported it to the techincal team to investigate the lost funds and i have to wait 48 hours which is a bit of a joke. As just over £400 should have been credited to my real balance right away
Public
Public
9 months ago
Hello dilksy27,
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 if your account is already verified and if yes, since when exactly? Was this your first ever bonus used in the casino? When was the last time you spoke to the casino and what was it about? Would it be possible to forward your betting history to nikolas.b@casino.guru for further reviews?
Please keep in mind that such issues might take up to 2 weeks to fix.
Looking forward to your answer.
Regards,
Nick
Public
Public
9 months ago
Hello Nick
My account is not yet verified but i have sent the required documents.
No this was my 3rd deposit bonus with this casino but onky the 3rd one i won off and then this happened.
I spoke to the casino yesterday evening and they said they have forwarded the issue which i have made this complaint about to the technichal department for investigation and it could take upto 48 hours.
I cnt seem to find any transaction history or any history for that matter
I hope you can help me resolve this issue
I look forward to hearing back from you
Regards
Liam
Public
Public
9 months ago
Hello Nick
They have investigated what happened and credited the missing funds to my account i would like to close my complaint please
Public
Public
8 months ago
Dear dilksy27,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
