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Hi, I need help from someone. I deposited £100 on instaspin casino and I completed the wager and had £400 in balance however when I went to do a couple of spins on 80p stake all my balance completely went and any money I won wouldn't show up on my balance.. I'm having trouble getting this sorted through the casino. Please can someone help me out.

Dear simoncoleman199,

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. 

• Do I understand correctly that you currently have no remaining balance in your casino account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi thankyou for getting back to me so quickly. Yes my balance has gone there's nothing left on that account. I was playing slots on a game called Densho when my balance went. I got my winnings with a welcome deposit bonus I deposited £100 at 100% deposit and I completed the wager and I did a couple of 80p spins on densho and then my balance of just over £400 got taken away. I was gutted as this would of helped for Christmas.

Hello, it's been 4 days since this happened and instaspin casino are now refusing to answer to me when I question them how long it will take for my money to be credited back to my account.. I'm starting to think I will not receive the £400

Thank you very much for your reply, simoncoleman199. Could you 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.

Hello I've just emailed them to you thankyou

Was the game session from which you won recorded in your game history? If it was, please forward the game history to me.

I won the money from numerous games, but no my history is not showing up for some reason.. it doesn't show any of my wins which is strange

Getting really annoyed now been 2 weeks to the day I've had my balance taken and no one is bothering helping me getting this sorted!

Based on this screenshot it seems that the casino sent you the game history:

Could you please forward this document to me?

I sent it to your email

Hi team,

Please be advised that case been resolved and funds of £475.95 were credited to player. It was stuck bonus round and we were waiting for reply from Provider. All resolved now and case closed.

Hello everyone,

Thank you very much, Instaspin Casino, for providing more information regarding this case and helping simoncoleman199.

simoncoleman199, can we now consider this case resolved? Or is there anything else we can assist you with before closing this complaint?

Dear simoncoleman199,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.