Instaspin Casino - Player’s winnings got confiscated.

I had deposited £20 with 100 free spins bonus, I was playing for 2 days to meet the wagering requirements once I had met the requirements my balance dropped from £188 to £15 I informed the live chat immediately and was told by them they could see what had happened and that it would be passed on to the technical department once the problem was solved I would receive back the missing funds. This was on sunday morning I am still waiting for my funds to be returned 5 days later with every time I ask for an update they say they are working on it and they will be in touch when they have an update.

Hello charlottelegge,

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? Can you please forward the bonus you used along with your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi nick yes my account is verified and has been for a month or so now I have made deposits and withdrawals with no problems up until Sunday. I will send along a screenshot of the bonus I used and I last spoke to them this morning I have been asking twice a day since Sunday with the same response of rest assured my money will be returned once the technical department have fixed the issue. Thanks I will send along the email now. Charlotte

I have since received an escalation ticket with a case number if that helps

9 days since funds went missing today and still no update or refund. Still being told to just wait for an update from technical team.

I have received an email from them this morning saying the issue has been resolved I have logged in and my winnings have returned I have now withdrawn and am awaiting my bank transfer. It has taken 10 days but they kept their word.

Hello charlottelegge,

Glad to hear that the money in on your account now. Do you wish to keep the complaint open until the withdrawal is processed or do you consider the case resolved?

This case is no resolved thank you

Hello charlottelegge,

Let us know once the money arrives.

Dear charlottelegge,

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.

Monies was received thank you.

Dear charlottelegge,

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