Instaspin Casino - Player's winnings have not been credited to his balance.

This morning tried my luck on Instaspin after seeing an advertisement. However, after playing several rounds I started to see that some rounds that I won did not get paid out to my casino account.

The difference is €3667 (between what I should have obtained and what the casino claims). According to the casino, some issues have occurred during my gameplay and bets got cancelled. This story is however, not being confirmed by Evolution Gaming and the rounds that have been cancelled where only the rounds where the player won money not the ones he lost on which is weird.

Currently the casino is trying to investigate this matter, but as I have not much hope I would already forward my case to you guys hoping that you could have a look into my situation as I stored all evidence.

Dear Youssf,

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 along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after the incident? Could you please specify what game you played? Have your bets been deducted from your balance?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

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

Best regards,

Veronika

Hello Veronika,

I will forward you the game overview from Evolution Gaming as I can see it in my account overview. It is worth the mention that never the player got a error/warning that his bets were cancelled and the games allowed me to place my bets and afterwards when I won the player received the money but it did not get added to my casino balance.

This sometimes happens but always gets corrected after a while however, this time it did not happen. There was for me no sign of problems until my balance started to keep behind with the wins I made. But as my transaction overview with Evolution was correct I thought it would be some delay on Evolutions side and thats all.

According to Evolution Gaming there is no explanation for such big difference (between having a balance of €3667 and €0) something the casino does claim. Chat of this have been stored too and an overview of my 152 individual bets on Evolution Gaming (Crazy Time and Blackjack) and the outcome which does match my claims. However, I hope the current data I provided is sufficient for now as sending 152 screenshots is going to take a while.

The casino also gave me a transaction overview but that differs by 64 bonus rounds having an error, something that is unknown by Evolution Gaming. Also, the difference in balance confirms that the casino clearly cancelled my bets that led to wins and the ones I lost had no 'issues'. You would almost say that it happened on purpose, but I hope that is a false conclusion from my side and that the casino is willing to retrieve my funds.

It is also worth the mention that normally if a bet gets cancelled or some error occur with Evolution that the player always receive a notification on the screen saying bets rejected/cancelled. In none of my bets did this happen!

This day I also tried to play on the casino.

First session down €600 there were no problems with my bets or so.

Second session I deposited €160 and won some rounds but these rounds did not get credited and the player did not get a refund of bets in this. Evidence is once again stored, but it looks like the casino cancels wins without issuing a refund towards the player of the bet which looks like cheating.

Thank you for the screenshots. However, we will also need the gaming history directly from your casino account. Please request it from the casino in Excel format and forward it to me (veronika.l@casino.guru).

Hello Veronika,

I will make a request to the casino and once received forward the data to you.

Hi Veronika,

Could you update the amount to €3917,50 ? This is the correct amount after counting all missed games that I won.

Also, I did ask the casino 3 times now for a casino transaction overview and so far I have not received anything yet. They did reach out to their Gaming Provider last week but more info then that has not been provided.

Feel free to contact the casino and ask them for more info, maybe that would bring more info.

Thank you very much, Youssf, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Update from my side.

Casino is looking into the transactions that are missing with Evolution Gaming too and will get back to me soon. The casino did not provide me a balance sheet of all transactions.

Hello, Youssf,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. However, I am not sure what should I see in the screenshots you provided my colleague earlier. If there are no dates and times, it is difficult to confirm anything by that, and I can see only a few bets.

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint. Let's see what they found out.

Dear Instaspin Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Is there any news from the provider? Is it possible to check it with the provider and inform us about the result of the investigation?

If it suits you better, feel free to send the necessary details to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Branislav,

In the screenshots send you can see that the player wins an amount but it does not get credited onto the casino account. If needed, but I hope Instaspin will cooperate to resolve this matter I can forward all rounds involved but that is gonna be some work given the high amount of rounds played.

For now I hope the casino will respond soon since the player is already waiting 2+ weeks now on a update/decision from Evolution Gaming.

Good news, they paid me partially back already. I am waiting for €600 and then I can close this case as resolved!

And as of now all funds have been restored, thanks to Instaspin casino.

This complaint can now get closed as resolved!

What great news, Youssf!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank also to Instaspin Casino Team for help and cooperation.

Best regards,

Branislav, Casino.guru