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Hello,

I want to make a complaint against Instaspin (instaspin.com) Casino. I won +/- € 150.000 but get only € 5.000,00 from them.

Before all the problems I registered myself on Instaspin Casino with my personal/original user details. I used my email address j**************@gmail.com and entered all my personal/original user details:

- Full name: Joost G.

- Email: j**************@gmail.com

- Phone number: +3**********

- Country: The Netherlands;

- Date of birth: 2*-0*-1***

- Address: P************* 3*

- City: L************

- Postcode: 7*** C*

Before I play on any casino I make sure my account verification is completed. I collected all my personal date to verify my account and my account was verified.

I won an amazing amount of € 164.528,00 on Sweet Bonanza 1000. There was only one problem, the € 164.528,00

was not credited to my account.

I decided to email Instaspin Casino about the missing money. They told me that they will investigated the problem and that there was a "technical issue" that they will resolved.

I decided to withdrawal my remaining balance amount from +/- € 28.000,00. I did a withdraw from € 5.000,00 and I get a email that my withdrawal was approved.

On 02-12-2024 i had my first € 5.000,00 and it was credited on my bank account. My account was fully verified, otherwise they didn’t payout my withdrawal.

After the witdraw I have got the following email:

Dear Joost,

We hope this email finds you well.

It has come to our attention that you have registered multiple accounts to access services on Instaspin. Additionally, your initial account is currently disabled at your request through our

Responsible Gaming tool. This activity constitutes a breach of our Terms and Conditions, which you agreed to upon registration. As a result, we have taken the necessary step of disabling your duplicate

account.

Below are the details of the accounts in question:

Account 1

Email Address: J***********@gmail.com

Registration Date: 10/11/2024, 17:07 CET

Account 2

Email Address: J**************@gmail.com

Registration Date: 29/11/2024, 17:14 CET

As stated in our Terms and Conditions:5.1.4 You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts

registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

Consequently and in-line with our Responsible Gaming policy, all winnings generated from the duplicate account (j**************@gmail.com) have been confiscated. However, we have refunded your total deposit amount of 1,620.00 EUR.

We appreciate your understanding in this matter. Should you have any questions or require further clarification, please do not hesitate to contact our support team.

I checked the email and I suddenly realized that I already had an account on Instaspin Casino but I didn’t knew! To register on Instaspin Casino I used my personal/original user details so I thought it was fine. I used the same personal/original user details on but there was no errors or checking device on my personal/original user details that told me I already had a account on Instaspin Casino.

The only change I made was my email address, the other personal/original user details where exactly

the same.

After the email I was checking if I made any mistake with my personal/original user on any of my

accounts. I checked it and all the personal/original user details where exactly the same.

I didn't use any bonusses on both accounts and I didn't have any

advantage to use a second account.

I think ( i don't know for sure) that i did a Self-exclusion with my first account (j***********@gmail.com).Despite the profits I made, it remains strange that I can create a second account with my original details. Instaspin casino probably does not do customer protection...

I want the +/- 150k from Instapin Casino. First of all it is not fair, i didn't get any errors or warnings. Second they didn't protect there costumers when they dicided to do a Self-exclusion.

Dear FlyingDutchman83,

Thank you very much for submitting your complaint and for providing all the detailed information.

We understand how frustrating and disappointing this situation must be for you. However, after reviewing your case, I must kindly inform you that we won’t be able to assist with this particular complaint.

Since your original account appears to have been self-excluded, by the casino's responsible gambling policy, you should not have been able to access their services again, even unintentionally. It is indeed concerning that the system allowed you to register a second account, but it’s important to understand that creating a new account—even with identical personal details—violates the terms and conditions of the casino, especially if the original account was excluded.

From the casino’s side, the refund of your total deposits (€1,620) from the second account is considered the appropriate resolution in cases where self-exclusion and duplicate accounts are involved. According to most industry standards, winnings from duplicate or post-self-exclusion accounts can be lawfully voided.

Given this, and since the situation stems from a breach of responsible gambling protocols—even if unintentionally—we unfortunately won’t be able to assist with your claim for the remaining winnings.

If you have any other issues or concerns unrelated to this specific matter, please let us know. Otherwise, if there's nothing more to address, we will proceed to close and reject this complaint.

Thank you for your understanding.

Kind regards,

Dominika

Dear FlyingDutchman83,

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.

Can you help me to get contact with the license holder? I upload a complaint but didn't hear anything back from them.

Can anybody help me to get contact? Instaspin doesn't react on my email..

Dear FlyingDutchman83, please send us all communication you have had with Instaspin Casino, including any emails or messages related to your account(s), winnings, and their decision to confiscate your balance.

If possible, check your older email address (linked to your first Instaspin account) to see if you can find any proof that you had an account with them before—especially anything related to self-exclusion.

If you can find a confirmation of your self-exclusion (such as an email, screenshot, or any record from the casino), please provide it. This would help us better understand the timeline and your case.

Can I send it to you email address? 

I'm sure my first account was blocked because of Self-exclusion. The problem is, i don't have documentation/proof!

I already try to get my deposit list from my first account, but Instaspin casino stops responding on my email. 

Dear FlyingDutchman83, send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I just send it to you. If you need more documentation are anything els please let me know!

I read all the terms of conditions and verification process and Instaspin Casino isn't fair in this case!

Dear FlyingDutchman83, thank you for providing us with further details.

We understand how frustrating this situation must be, and we genuinely empathize with your concerns. After reviewing your case, it seems that the casino has acted in accordance with its policies. Since you confirmed that you self-excluded from Instaspin Casino, they took the necessary steps by refunding the deposits you made, which aligns with standard industry practices in cases of self-exclusion and duplicate accounts.

While we understand your disappointment, the casino's decision to refund your deposits appears to be the correct course of action under these circumstances.

Unfortunately, due to these facts, we are not in a position to take this complaint further or contact the casino on your behalf. If you still wish to reach out to Instaspin Casino directly, you can do so through their live chat support on the website or by emailing them at help@instaspin.com.

Due to the reasons explained above, this complaint will now be rejected. We are truly sorry that we could not be of more help in this case. Please do not hesitate to reach out to us if you encounter any issues with this or any other casino in the future.