Instaspin Casino - Player’s winnings have been confiscated without reason.

I have an issue with Instaspin Casino, which confiscated 586 EUR from me without providing a clear or reasonable explanation for their actions.

Here’s what happened: I deposited 100 EUR and received 100 EUR as a bonus. The casino offers a bonus system where you play with your real money first, and only after losing your cash balance does the bonus money come into play. This is clearly stated in their bonus terms and conditions:

14.2: Bonus play can begin only when your Real Money is depleted. If you make a Real Money withdrawal before you have completed your Bonus wagering, the remaining Bonus will be forfeit.

15.4: When claiming a casino bonus, any available Cash Balance on your Player Account will be used to wager first. Bonus Funds are used once your Cash Balance reaches zero or is insufficient to meet the stake.

I started playing the Sword of Ares slot and managed to increase my cash balance to approximately 786 EUR, exclusively playing with my real money. At this point, I decided to cancel the bonus (forfeiting the bonus amount of 100 EUR) and cash out the rest of my balance. This action is entirely in line with the casino’s stated rules.

Later, I received the following email from the casino:

Email from InstaSpin Casino:

*"Hello Cekdar,

We have rejected your withdrawal and confiscated the winnings of 586.50 EUR due to violation of our bonus terms and conditions.

Our terms and conditions on our website (https://instaspin.com/en/terms-and-conditions) state:

14.10: Delaying the playing of a game round until after the wagering requirement for an active bonus has been met, until new funds have been deposited, or until an active bonus has been forfeited, is considered a manipulation of bonus functionality and is a prohibited practice.

As a goodwill gesture, we have left your original deposit of 100 EUR in your account balance.

Should you continue to abuse our bonuses in the future, we will permanently suspend your account and confiscate all funds without warning."*

I was shocked by this response, as I only played a few rounds on one slot machine and followed the rules explicitly. The claim of "delaying the playing of a game round" is incomprehensible in my situation.

I replied to the casino, pointing out that there must have been a mistake, and requested the reinstatement of my balance in full. However, I received a second email with an entirely different explanation:

Second Email from InstaSpin Casino:

*"Hello Cekdar,

Your game history has been checked, and you have violated the bonus terms and conditions by forfeiting the bonus after you won from your locked deposit funds.

This also violates the following clause:

14.8: You must not engage in any activity which is intended to take unfair advantage of a Bonus. InstaSpin reserves the right to withdraw the availability of any Promotion, void any wager funded by the Bonus, and remove any winnings from such wagers at any time and at InstaSpin’s sole discretion.

By forfeiting the bonus after winning, you avoided going through the wagering process. This is considered taking unfair advantage of the bonus promotion. Once you opt into the bonus, you are required to complete the bonus wagering requirements.

This decision is final and will not be further reviewed."*

This explanation is completely inconsistent with the casino’s rules. There is no such thing as a "locked deposit" at Instaspin Casino. According to the rules I quoted earlier, canceling the bonus results only in forfeiting the bonus amount itself, with no further restrictions on withdrawing the remaining balance.

Furthermore, it is impossible to fulfill the wagering requirements in my situation. After raising my cash balance to 786 EUR, I would need to intentionally lose 686 EUR to reduce my cash balance to zero before the bonus funds could be accessed—a completely absurd expectation.

I tried explaining this to the casino staff, highlighting how they misinterpret and misrepresent their own rules. They simply resent the same reply quoting the vague 14.8 clause and then stopped responding altogether.

This situation feels entirely unfair and arbitrary. I followed the stated rules, but the casino confiscated my legitimate winnings and refuses to address their contradictory reasoning.

Dear dundaralp92,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with your withdrawal at Instaspin Casino.

To assist you further, I would appreciate your cooperation in clarifying a few important details:

• Could you provide any proof of your communication with the casino regarding the withdrawal and the conflicting explanations they gave you? For example, screenshots or email correspondence would be helpful.
• Can you confirm the exact steps you took when canceling the bonus, and if there were any other instructions or messages from the casino when you made that decision?
• Did the casino provide you with any specific information or evidence to support their claim of "delaying the playing of a game round," or do you believe this claim was made in error?
• What is your current balance in the casino account, and has there been any recent update from the casino regarding your complaint?

Can you share any additional relevant communication from the casino or actions they have taken since their last response? My email address is petronela.k@casino.guru.

For your reference, the casino’s bonus terms include the following rules:

14.2: "Bonus play can begin only when your Real Money is depleted. If you make a Real Money withdrawal before you have completed your Bonus wagering, the remaining Bonus will be forfeit."

15.4: "When claiming a casino bonus, any available Cash Balance on your Player Account will be used to wager first. Bonus Funds are used once your Cash Balance reaches zero or is insufficient to meet the stake."

Your cooperation is crucial for us to effectively mediate with the casino and resolve this issue. Without your input, we cannot proceed with the case. By providing clear and detailed responses, we will be able to advocate on your behalf.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

I forwarded my recent correspondence with the casino to your email.

Regarding canceling the bonus there was no any other instructions. I just canceled it in bonus section.

Casino did not provided nothing. It is ridiculous claim about "delayed game round", I just played slot, nothing to delay there.

Current balance is 100 Euro.

Hi dundaralp92,

Thank you so much for forwarding the relevant communication. I truly appreciate your cooperation as we work to resolve this matter.

• To further investigate, could you kindly request and forward your game history to us? This will help us get a clearer understanding of the situation.

I also want to address the issue of dealing with bonus rounds. In the majority of online casinos, delaying bonus rounds is strictly prohibited. This rule is in place to prevent players from gaining unfair advantages by manipulating the system. Essentially, the bonus is there to be used within the specific terms and conditions set by the casino, and trying to cancel or bypass the bonus conditions before completing the required wagering is often considered a violation of the rules.

• Additionally, I would like to ask if you noticed any popup window or warning when you canceled the bonus before completing the required wagering. Many casinos have systems in place to notify players about the potential consequences of such actions, so I’d be interested to know if any such warning was presented.

I understand this may be frustrating, but it’s important to remember that online casinos have these policies in place to ensure fairness and protect all players. If you need any further clarification or assistance, please feel free to reach out to us at any time.

Hi Petronella,

I believe you may not have reviewed my complaint with the necessary attention. The accusation of "delaying the bonus round" was the casino's initial claim. However, when I requested details, they changed their stance and accused me of canceling the bonus instead.

As I explained in my initial post, there is no rational way I could have fulfilled the bonus requirements after hitting a significant win using my own money (my cash balance which is played first). At this casino, cash money and bonus money are entirely separate, and the only way to wager the bonus is by using bonus funds.

Please take another look at my complaint. I believe I’ve explained the situation clearly.

Thank you!

Thank you very much, dundaralp92, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you dundaralp92 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 why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!