Instaspin Casino - Player’s winnings have disappeared due to a technical issue.

I was searching for a casino that has games global slots amd came out on Instaspin. I uploaded all the required documents en got verified quickly. I deposited 20 euros and got 20 bonus. Also i provided the proof of my deposits to them. En start playing on Pure Platinum. Al was going wel and i won. I asked how to payout, but i did not met the wagering requirements yet so i continued playing. That went well also amd i played at highest on 3.20 (as 5 is the highest you may bet) so i won more then 761 and when it was 800 amd i met the wagering requirements.. suddenly ... My balance was insufficient. I was left with 3,06.

I opened the live help immediately and i was tol it is an technical issue and they would look into it.

Now i am asking every day and every day they have none solution. I only can wait.

This was happening on sunday 23 june

Dear Marprof,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident to veronika.l@casino.guru? Have you stopped playing right after the incident?

Have you made any successful withdrawals from this casino before?

Have you accumulated your winnings with or without an active bonus?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

Yes i have a lot of screenshots. I will email them. Amd no i stopped right away. My balance is still 3.06 where i was when my funds disappeared.

I sent you around 45 screenshots. If you do not receive them, because its to big filesize to email, i can send them to you trough "wetransfer" let me know. ☺️

Thank you for your email. We've received another complaint about technical issues with Instaspin Casino, and the casino has informed us that they are aware of the issue and are working on fixing it. Could you please confirm whether your missing funds have been credited back to your account yet?

No not yet. I did got an email from then with the following tekst i copied

Thank you for your patience.

We want to inform you that there has been a delay in resolving your case as we are currently awaiting updates from our technical team. Rest assured, once we have more information, we will be in touch with you promptly.

We appreciate your understanding and patience during this time and are committed to resolving this matter as quickly as possible.

Thank you for your continued loyalty.

They have added the funds back in my account and i did a withdrawal just yet. I let you know when its om my bank

I am glad to hear that! Have you received your winnings yet?

Yes the did transfer it. Thx for your help

Dear Marprof,

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,

Veronika

Casino.Guru