The player from Germany had had an issue with his winnings at Instaspin. After meeting the bonus playthrough requirements, €575 had been deducted from his account, leaving him with only €24. Despite his attempts to resolve the issue with customer support, he had received unsatisfactory responses. We had requested additional information, including the bonus link or screenshot and a transcript of his conversation with customer support. However, the player had managed to resolve the issue independently and had requested the closure of his complaint.
Instaspin Casino - Player's winnings were not correctly credited.
Amount: €575
Instaspin Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
Hello, I signed up with instaspin yesterday and immediately deposited 25 Euros, including a 100% bonus. I have since turned that into 700 Euros.
Then, I checked to see how much more in percentage I need to 'cycle' through in order to properly use the bonus. I believe it was still 1.5 percent and I had approximately 600 Euros left.
So, I started playing the game Big Bass Splash, betting 80 cents to complete the remaining percentage of the bonus playthrough requirements. After achieving this (which happened very fast), 575 Euros was immediately deducted from my balance, leaving me with only 24 Euros in my player account instead of 600.
I've written to Support several times, but they've only responded that they can't do anything and they would forward it to the IT department. Since then I haven't heard anything. Please help me.
Automatic translation:
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3 months ago
Dear Kingeckrim,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Instaspin Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me the link to the bonus or a screenshot of the bonus you took?
Kindly send me the transcript of the conversation between you and customer support regarding the issue with your balance. My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.
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
Veronika
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3 months ago
Translation
I tried to write to support again, I got the same ready-made answer 20 times. Can you please contact the manager as quickly as possible?
Automatic translation:
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2 months ago
Can you please forward me your gaming history in Excel format? You may request it directly from the casino and then send it to my email address: veronika.l@casino.guru. Do I understand correctly that your balance was deducted only due to a technical error, not due to you breaching the bonus terms and conditions?
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