Hi, I have played with instaspin casino for a few months now and hit my first big win on Wednesday 10th April. I received 100 free spins upon deposit of ￡20 and managed to complete the wager with around ￡658 in my balance. My account is fully verified, I broke no t & c’s as my max bet was 60p and you cannot play bonus restricted games with bonus money as they do not open.

As I reached the wager required my balance suddenly dropped to my original ￡20 and I immediately contacted live chat. They told me it was a technical issue and it would take no more than 24 hours to resolve. That was over 48 hours ago. I still have not seen the funds reappear in my account and keep getting the same answer in chat and email,that the team are working on it. I feel like they are stalling. This is quite a significant amount for me as I only play small bets (10p - 60p) mostly. Is there anyway you can help me please? I have no screenshot of the amount on question as I was not expecting this to happen , it never has before on any casino I have played with. But chat have confirmed that once the wager was 100% the bonus money ( now cash) was lost in an open game round on legacy of dead. Very strange , and would put me off depositing again or taking a bonus here if they do not sort this out soon.

Hello leondowling1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Instaspin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Is the accumulated balance visible at least in the betting history? When was the last time you spoke to the casino and what was it about?

Please note that such issues may take up to 1-2 weeks to be fixed so I would definitely recommend to wait a little longer.

Looking forward to your answer.

Regards,

Nick

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Hi, thanks for your quick response. Yes my account was verified within 2 days of opening it. I can’t access any history of deposits or bonus balance as the casino does not offer this. I realise it is a new casino and may well be finding their feet as live chat has been very responsive as has email, but just seems very odd as surely the technical team should at least have advised me on what is going on. I spoke to a girl called Eva this morning and just asked if they were any further forward on my issue, but she said the team where still working to try and fix the problem. I will of course give this time, but read an article on somebody else who was playing here thst had an original balance of ￡40 which they managed to increase to ￡1080. But then upon playing a certain slot the balance disappeared and only the original deposit was left on the account. They also stated that it was resolved within 48 hours and they were able to access funds and make a successful withdrawal. Obviously I was told 24 hours and that was nearly 60 hours ago, thus my apprehension. Hopefully the matter will be resolved within the next few days as I realise some tech teams only work Monday to Friday.

Hi, I have screen shots of the original conversation after my balance disappeared. Where they actually tell me the funds are stuck in an open round and will be released within 24 hours. If these are of any help to you, please let me know. Thanks ??

Just a quick update. Tomorrow will be 12 days since my funds disappeared from my account, and still have not been returned. The casino says my funds are secure and they are sorry it is taking so long but they will be credited back to my account as soon as the issue is resolved. This seems to be taking far too long. Awaiting your response. Thanks

Hello leondowling1,

Can you please forward the communication between you and the casino regarding this issue to [email protected]?

yeah no problem. You should receive all my transcripts by the end of the day .

Hi, have you received all the relevant information I sent you? Just an update also. That is 2 weeks and still no funds with the same constant reply on chat and via email. Actually got a reply from a different agent today. Was as blunt as possible with her reply. Hoping you can help me please ??

Day 16. No money . Hardly any correspondence from

anyone at all really. Have you spoke to a representative from the casino yet? Awaiting your reply with anticipation.

Hello leondowling1 and thank you for all the information provided so far. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok great. Thanks for help. Just an update… 19 days and still not resolved. Apparently it has been escalated to the management team so awaiting a response on my last conversation on their site from them.

Hello leondowling1,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite Instaspin Casino to join the conversation.

Dear Instaspin Casino,

Could you please inform us when the technical issue will be resolved by your technical team and when the player's winnings will be reinstated to their account balance?

Hi Michal, this is a joke. The matter was supposedly escalated to the management team but that was 5 days ago and still no reply from them. I am hardly receiving any feedback on chat , emails or messages now. That’s been 23 days since my funds disappeared and I’m still at square one with them. Honestly, you will lucky if they reply on here either. Absolutely shocking way to treat customers.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Michal. Good news! My money has been reimbursed to my account, the full amount of ￡639.33 earlier this evening. I have successfully made a withdrawal which has been processed and the funds are pending on my bank account. Many thanks for your help on this matter ??

Great news, leondowling1. I'm glad to hear that your withdrawal was processed by the casino. I trust it's just a matter of a few hours until the funds are successfully credited to your bank account.

If, for any reason, this won't be credited, please feel free to inform me at [email protected]

As the complainant confirmed that the funds were received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru