Instaspin Casino - Player’s withdrawal is not received.

Good afternoon on the 22nd of March I made a withdrawal of £50 it had to be done by bank transfer but my original deposit was through my debit card a few days later I contacted them as I haven't received the funds they ask can I get a copy of my bank statement I got a copy of my bank statement and forward that to them you can clearly see I haven't received anything from this casino they are adamant they have paid it out this is totally incorrect I have not received my withdrawal,The way the conversations been going is they are saying please ask the bank why they've not received it in all fairness I'm looking a bit stupid in front of my bank every time I ring them my bank is not going to lie they are just not going to tell so I did what they said and I ranked the bank saying why haven't you received the money where is it the bank simply said we haven't received anything from this casino, my bank Santander is just not going to lie

Dear karenatkins1974,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Can you see where the confusion is now there is nothing personally linking it to the casino this so confused my bank at the same

Thank you for your reply, karenatkins1974. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear karenatkins1974,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.