Instaspin Casino - アカウント閉鎖後、プレイヤーの賞金は没収されます。

Hello,

I want to make a complaint against Instaspin (instaspin.com) Casino. I won € 193.282,10 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: J. G.

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

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

- Country: The Netherlands;

- Date of birth: **-**-****

- Address: ****

- City: ****

- Postcode: ****

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.

After my verification was completed I won an amazing amount of € 164.528,00 on Sweet Bonanza 1000. (see video: 164k win but not credit to my account) There was only a problem, the € 164.528,00

was not credited to my account so 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.

Meanwhile I decided to withdrawal my remaining balance amount off € 28.754,10. I did a withdraw from € 5.000,00 (max withdrawal for one day) and I get a email that my withdrawal was approved (see doc: Gmail - Your withdrawal is approved j**************@gmail.com). On 02-12-2024 15.33 hour I have got my first € 5.000,00 and it was credited on my bank account. (see doc: NL63RABO0386168822-Details-bijschrijving-Thunes) This shows that my account was fully verified, otherwise they didn’t payout my withdrawal.

After the withdrawal from € 5.000,00 I have got the following email from Instaspin Casino: (this email conversation was about the missing money from € 164.528,00 in combination with the "technical

issues)

Dear J****,

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 j***********@gmail.com and j**************@gmail.com (my second email address that I use) 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. Also they already verified my account from j**************@gmail.com before I won any

money) so I was thinking everything was fine!

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

accounts (j***********@gmail.com or j**************@gmail.com) I checked it and all the personal/original user details where exactly the same. So I decided to investigated if it’s possible to great multipool account with the same personal/original date but only the change of an email address. The conclusion, it is possible and Instaspin Casino didn’t check any personal/original user data with

already existed users. (see video: Registration without checking any personal data) Conclusion, I didn’t knew I already had an account on Instaspin Casino and the registration/verification process from

Instaspin Casino was not checking any personal/original data already existed users.

Because of that I want my remaining money from € 188.282,10 withdrawal to my bank account.

Dear Nobody1992,

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. 

You mentioned that you didn’t realize you already had an account with Instaspin Casino before registering a second one. Could you please explain how it was possible that you forgot about the first account?

Could you please confirm that you passed the KYC verification for the first account?

Did you activate any bonuses or promotions on either the first or second account? If so, could you clarify what bonuses were activated?

Have you made any deposits with the first account?

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,

Dominika

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Nobody1992,

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.

Im on a holiday right now. Can I reply on 9 days?

Im on a holiday right now. Can I reply on 2 days? I need my documents on my PC

Dear Nobody1992,

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.

Hello Dominika,

Sorry for my late response, I had a skiing accident on my holiday and didn't had access to my computer! 

Here are my answers on your questions🙂 

You mentioned that you didn’t realize you already had an account with Instaspin Casino before registering a second one. Could you please explain how it was possible that you forgot about the first account? I don’t know.. I was looking on www.nieuwe-casinos.net and instapin.com was on the first place. I entered my email address and my original phone number (the same that I use on my first account) and I was registered. After that I did the verification (before I won the money) and they accepted me.  

I can make another account on instaspin.com with all my personal/original user details without any errors or warnings… Look the video and you will see! I see that they have changed the information on de page from "user details".. In the documents that I already send I needed to put in my date of birth, address details and place. 

Could you please confirm that you passed the KYC verification for the first account? I don’t know.. I didn’t knew that I already had an account, so I also don’t know if I past the KYC verification… Maby they can tell me/you?

Did you activate any bonuses or promotions on either the first or second account? If so, could you clarify what bonuses were activated? No, I didn’t have any bonuses. 

Have you made any deposits with the first account? I think I did.. But I don’t know for sure.. They (instapin.com) didn’t answer my question about my deposit(s) from my first account. I asked them if they want to give me the deposit list but they didn’t answer..

I also asked them (multiple times) to give the email address or website from their license holder. I want to make a complaint against instaspin.com, but they didn’t give me the website/email address.. So I want to ask @instaspin to give me the website or email address from their license holder..

My account was verified before I won the money, I received € 5.000,00 because instaspin.com had already check my personal details.. 

I also want to know more about the "technical issues" on the game sweet bonanza 1000.. Why is/was my earnings it not credited to my account/balance?

If any of your members/managers from Guru Casino will help me to get my money I will give Guru Casino or the member/manager a fee of 20% from the money that I get from Instaspin Casino. 

Can you change/deleted my personal details from the respons from instaspin? Think you!

Thank you very much, Nobody1992, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) 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.

Hello there,

Thank you Nobody1992 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Instaspin Casino for their help in resolving this complaint. We would like to know why was the player able to register with the same information and we would like to ask if you could provide more detailed information about the accounts like what bonuses were taken and so on. You can forward any information to my email. (peter.c@casino.guru)

Thank you!

Hello Peter,

If you need any information/documents please let me know. I have many documents and screen records from this complaint/(technical)issues and verification.

I will send you a screen record from my win on Sweet Bonanza what is not credited to my account.

Kind regard

hi Peter,

We have replied to you with ticket 72237. Please check the reply and if you have any further questions let us know.

Thank you for providing me with the evidence Instaspin Casino representative.

Dear Nobody1992, the casino provided me with a clarification, unfortunately, as both accounts were used to play and the creation of the new account was not authorized there isn't much we can do to assist in this case. While we believe the casino should implement a restriction that would not allow players to register new accounts using the same information, it is something we require from casinos we give our 'fair and safe' badge so we won't be penalizing Instaspin Casino for it. I understand this isn't what you wanted to hear and I'm sorry I could not be of more help on this occasion. Due to the aforementioned reasons, this complaint will now be rejected. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter

We’ve reopened this complaint at the request of Nobody1992. Dear Nobody1992, after careful reconsideration and discussion with my team we have decided to reopen the complaint and continue the investigation. I will keep you updated about any new developments!

Dear Instaspin Casino representative, I have responded to your email and I await your reply. Thank you in advance!

Dear Nobody1992, the casino provided us with additional evidence about the accounts. Our stance on situations like these is that if a player creates an account and forgets about it without using it and then creates another one where they win and the casino tries to confiscate the winnings we try to mediate the situation. However, in your situation, both of the accounts had large sums deposited and used to play. This is against the industry standard of having only one account per person and we cannot assist further in this situation. As I mentioned earlier, while the casino shouldn't have allowed you to register with the same information, it is not something we penalize casinos for. Due to that reason, I will once again reject your complaint. I understand this isn't the result you were hoping for and I'm sorry I could not be of more help.

Kind regards,

Peter