Instaspin Casino - Spelarens insättningar är försenade.

Hello, on December 25th, 2024 I made 3 deposits (2 x 50 euros and 1 x 25 euros). All via instant transfer. These amounts were immediately debited from my bank account. Then on December 27th, 2024 I transferred another 25 euros. I assumed that it would work now. Debited from my bank account. But it is not on my gaming account at Instaspin3.com. After several contacts (chat), I was told that the money was stuck somewhere. My account is verified and the employee said he can see that my transfers are correct. We just have to wait until the money arrives. They are waiting for an update. But not 72 hours!!. He also said that the holidays could be to blame. Which I think is nonsense. I also wanted to speak to a higher-ranking employee but that was ignored. Invictus ventures is the payment provider. I would be happy to receive an answer. Kind regards, Jürgen Z.

Hallo Am 25.12.24 habe 3 Einzahlungen (2 x50 Euro und 1 x25 Euro getätigt. Alles über Sofortüberweisung. Von meinem Bankkonto wurde diese Beträge auch gleich abgebucht. Dann habe ich nochmal am 27.12 24 nochmals 25 Euro überwiesen. In der Annahme dad es jetzt klappt. Vom Bankkonto abgebucht .Aber auf mein Spielekonto bei Instaspin3.com ist es nicht drauf. Nach mehrmaligen Kontakten (Chat).Wurde mir gesagt das das Geld irgendwo hängengeblieben wäre. Mein Konto ist verifiziert und der Mitarbeiter meinte er kann da sehen das meine Überweisungen korrekt sind. Nur müssen wir warten bis das Geld bei ihnen eingeht. Sie warten auf ein Update .Aber doch nicht 72 Stunden.!!.Er meinte auch , dad die Feiertage Schuld sein könnten. Was ich als Schwachsinn empfinde. Ich wollte auch mit einem höher stehenden Mitarbeiter sprechen aber das wurde ignoriert.Invictus ventures ist der Zahlungsanbieter. Ich würde mich über eine Antwort freuen. Mit freundlichen Grüßen Jürgen Z.

Dear rudi1311, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

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.

Hello, first of all, thank you for writing straight away. I was in contact with the casino again today. This morning at 10:00 there was still no money. I just got an email saying that the money had been credited to my gaming account. There had been some problems with the payment provider. Nevertheless, thank you again for your efforts. You are a great team. Greetings, Jürgen

Hallo ,Erstmals vielen Dank das ihr gleich geschrieben habt. Ich hatte heute wieder Kontakt mit dem Spielcasino. Heute früh um 10.00 war immer noch kein Geld da. Vorhin habe ich eine Email bekommen, das das Geld auf meinem Spielekonto gutgeschrieben wurde. Irgendwie hatte es mit sem Payment Zahlungsanbieter Probleme gegeben. Trotzdem nochmals vielen Dank für Euro Bemühungen. Ihr seid ein Super Team .Gruß Jürgen

The casino really did everything it could to ensure that I got my money. I wish you a happy new year

Also das Casino hat wirklich alles daran gesetzt, das ich mein Geld bekomme. Ich wünsche euch einen guten Rutsch ins neue Jahr

Hi Casino Guru,

The 3 missing deposits the customer was complaining about have already been approved and credited in their InstaSpin account.

We have explained several times to the customer that even though the payments were processed by their bank, we have not yet received the payments on our side which is why the deposits were in pending status. Once the payments are received, the deposits will be automatically credited by our system. Unfortunately, due to how the payment flow works it is completely out of our control, and can only wait for the payments to arrive before we can credit the customer’s account.

We fully understand the customer’s frustration, however this case has been resolved from our side.

Dear rudi1311,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru