I have encountered a very frustratating situation at Instaspin Casino. I deposited €400 and received a bonus of €200. I wagered for hundreds of rounds on slots. I got lucky and my balance was up to €2767.30.

I wanted to know how much more betting I had to do to convert the bonus to cash. So I opened the bonuses section on my account. As you can see from the screenshot it said that there were no active bonuses. But at the same time in the cashier, it said that most of my balance was still bonus funds. I was confused because of the contradiction. So I opened live chat to try and understand. This is when the problems began.

Live chat said they would try to fix the issue. My balance was at €2767.30 then live chat wrote "Please check now again :)" . When I checked I saw that my balance had dropped to €234.85. So all my winnings had been deleted. I immediately pointed this out to the support agent who just answered "That was part of the bonus wagering". I replied that no, those were actually my winnings and asked again why they had been deleted. Support said that the matter would be escalated. When I expressed concern at what has happened I was just told "If you have any other concerns feel free to reach out. By the way also check the game Big Bass Bonanza for your freespins"! This was surreal but I thought I’d wait a while and see what the escalation resulted in.

An hour or two later I logged back into the account and saw that my balance was now €434.85. The following message was sent from support: "We've investigated further and, receive our sincere apology in advance since the bonus was cancelled by mistake when attempting a fix to the issue. We've added a goodwill bonus to your account in the amount of 200€."

I told support that I didn’t find it acceptable that they had accidentally deleted around €2500 in winnings and replaced them with a €200 bonus. Support apologized again and actually said "Yes, that was totally my fault". Support then added that apparently I had not actually completed playing the bonus. "There was still about 1k needed to be wagered in the bonus" he said. I should draw your attention again to the screenshot which shows the bonus section where it said "There are no active bonuses". But fine, there is obviously a problem with the bonuses section and I still had to bet €1000 to convert the bonus to real money. Support then went onto say that since the bonus wasn’t fully wagered I might have gone on to lose my €2500 in winnings during the remaining €1000 wagering anyway! So in Instaspin’s mind giving me a €200 goodwill bonus and allowing me to play it from scratch with full wagering is fair because I might have lost my big win anyway. I had €2767.30 before support pressed the wrong button and accidentally deleted my balance. So even if I had lost every bet of the remaining €1000 wagering I would have had the option to keep a lot of my winnings. Of course this was never acknowledged. I said that I thought the right solution to their mistake was very obvious. I asked support to reinstate the full balance that they deleted. I also added that even though their bonus section is misleading and said there is no bonus that I would be very happy to wager the €1000 they claimed was still left to be played. Support blankly refused. "Martin from Instaspin: I would appreciate it if you could wager the given bonus, and after that, we can also check what else can be done in this case".

Why does Instaspin think it is fair to cancel my win, return only €234 of my initial €400 deposit and add an extra €200 bonus with reset bonus wagering? Not only is my win cancelled but now I have to risk and likely lose my initial deposit also? In what universe is this a "goodwill gesture"? I emailed Instaspin hoping that a different member of staff might take a look at the situation. Someone else did look and emailed a reply saying that once the bonus is cancelled it cannot be added again. At no point did this email acknowledge that the bonus was only cancelled because a poorly trained support agent had made a mistake that he even admitted to.

I think that there is only one solution. Instaspin should resinstate my balance to €2767.3 which is what it was before their mistake. If they did that I would be happy to wager the €1000 that they say remains to be played. Obviously it's ridiculous that a casino would accidentally delete around €2500 from a player’s balance and replace it with a €200 coupon after admitting that the mistake was theirs. The situation is so strange I hope it might just a misunderstanding that can be resolved. Maybe the first agent didn't have the power to resolve his mistake and maybe support's email was written by someone who wasn’t aware that it was their own staff who had accidentally cancelled my bonus. But I wasn’t getting anywhere trying to explain this to support which is why I bring it up here.

Dear PMaria64,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Instaspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do I understand correctly that you had left only something over 1000€ to complete the wagering bonus?
• Was the bonus you received part of the welcome package?

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

Best regards,

Tomas

According to live chat, I had about €1000 left to wager on my bonus at the time he accidentally cancelled it. Live chat justified the addition of a €200 goodwill bonus because "I still had bonus wagering and might have lost my balance anyway". This is false because my balance (€2767) was much bigger than the remaining wagering (€1000). So even if I lost every single bet during that wagering I could only have lost it all if I continued gambling after the bonus betting was finished.

Yes the bonus was part of a welcome package.

Thank you very much, PMaria64, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear PMaria64,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Instaspin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Instaspin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hi team,

On June 10th, player PMaria64 contacted Customer Support regarding an issue with her Welcome Bonus 2. She reported that the wagering progress was not updating and shared the following:

"Yes. I am having a problem with the bonus. I have done a lot of betting on different slots. But if I go to the cashier to track the wagering it says I have done 0% even though I have wagered thousands. If I go to the bonus section it says that I have no active bonus. So I am confused. My funds will not convert from bonus to real no matter how much betting I do and the wagering meter stays at 0%."

Additionally, she noted having attempted a withdrawal during this time which is against bonus T&C:

"I tried to withdraw yesterday when I saw that I have no active bonuses and could not. Then I logged in again today and the problem continued."

Based on this information, it was clear the player believed her bonus was not functioning correctly. Even thought the wagering was working correctly as per checks. To resolve the issue, Customer Support removed the existing bonus, as per players complains on it, and as a gesture of goodwill, credited a new bonus of €200 under the same Welcome Bonus 2 offer.

However, immediately after this resolution, the player changed her position, requesting the restoration of her previous bonus balance of €2,532.45 (bonus funds). It’s important to note that this was not a cash balance or withdrawn winnings, but the remaining bonus balance from the original bonus which had already been replaced.

Per standard procedure, once a bonus is cancelled—especially at the player’s request / or complaints or due to system issues—it cannot be reinstated, and the replacement bonus serves as the final resolution. As we can see her 200 good will bonus has expired as she has not used it to play, we are happy to recredit that 200 bonus back to player to play.

This is all false. I never changed my position at any point. As shown in the screenshots that I provided the bonuses tab said "There are no active bonuses". So this was actually a website error. It says there is no active bonus when there is. There is no goodwill in saying I changed my position. I was led to believe by YOUR website error that no bonus was active so I could withdraw my winnings. If your website worked properly I would not have been tricked into believing this.

Most seriously you have attributed the removal of the bonus to my attempt to withdraw after I spoke to live chat. The bonus was not removed because of that. It was removed because your live support made a mistake. Please see below:

01:39 PM | Maria: yes. I had 2500 which should have been real money. You replaced it with 200 bonus money

01:40 PM | Maria: where is the goodwill in that

01:40 PM | Martin from Instaspin: I understand you. And human mistakes may occur. I am very sorry this happened with you now.

01:40 PM | Maria: My balance was 2700 with a completed bonus. You have replaced it with 200.

01:41 PM | Martin from Instaspin: Yes, that was totally my fault.

Instaspin, you emailed me the transcript. Martin accepts that it was his fault. He was trying to figure out why it said "no active bonus" on my end. So he tried cancelling the bonus wrongly thinking that this would fix the error. Instead, he deleted my balance, because a bonus WAS active despite the deceptive message at the casino saying it was not. Martin should have detected that a bonus was active and instead of cancelling it, he should have said "Ignore what is says in the bonus section because there is a bug. There is still a bonus active. Wager xxx to release it". That would have been the correct response. Instead he blundered away 2500 of my winnings and even admitted to having done so.

Now you tell me that once a bonus is cancelled it cannot be reinstated. I assume that is for internal technical reasons. That should not be the customer's problem. It is plain for anyone reading about Martin's mistake that this was Instaspin's error. So why should the customer have to pay for it? If you can't credit the exact amount in bonuses, you should just credit it to my account in real money. I'd still be willing to wager the €1000 wagering that Martin claimed I still had left to play on my account.

Dear Instaspin Casino and PMaria64,

Thank you both for your clarification.

Dear PMaria64,

Could you kindly forward the email from the casino that contains the chat transcript with support agent Martin, as referenced in your latest post? Please send the full message to my email address at [email protected].

Thank you in advance for your cooperation.