Instaspin Casino - Los fondos del jugador han sido confiscados debido a un error técnico.

Good day,

i used a deposit bonus on instaspin and recieved +- 450 euro to play with.

I won on some games and my balance was around +- 12200 euros (almost finished wagering) , on September 13 while i was playing suddenly my balance dropped to +- 250 euro..

i contacted the live support and they confirmed that they can see that my balance suddenly dropped and told me to follow some steps clear cache and coockies l or use different webbrowser and reload each game that i played and the balance should come back.

After many multiple attemps i didnt recieved the funds back.

when i contact the live support every day they keep telling me to follow the same steps i allready told them multiple times that the steps are not working , and they say there technical team will take a look at this a couple times but still nothing.. i messaged them that i i am quite dissapointed that they keep teliing me the same things and that i have a feeling that the (technical team) didnt look at my problem and that i want to hear something from them this week they made an urgent escalation ticket but still nothing.. also contact them today but no awnser

i have the conversations between me and instaspin but have a feeling that they are not helping me thats why i contact casino guru and i dont know what to do anymore

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Can you see the sudden drop in your balance in your gaming history?
• When exactly did the drop in your balance occur?
• When was the last time the casino communicated this issue with you?
• Have you experienced any similar problems in this casino before or after this incident?

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

Good day,

Can you see the sudden drop in your balance in your gaming history?

-No i cant look in to gaming history on this website

When exactly did the drop in your balance occur?

-13 september between 07:30 - 10:00 am

When was the last time the casino communicated this issue with you?

-yesterday 28/9 i asked them again if there is any update and they responded that there is no update

best regards,

Have you experienced any similar problems in this casino before or after this incident?

-i never experienced any problems with this casino

Hello

yesterdag evening i recieved below message

We apologize for the delay. We have followed up on this matter with our team today and we will be reaching out to you tomorrow.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear GGG1,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika