Raising a Complaint at Instaspin Casino

How to Raise a Complaint at Instaspin Online Casino

If you have an issue with your account, a bonus, or a wager, there is a clear route to raise it with us, and a fixed timeline for what follows. Every complaint moves through the same steps, from first contact to final escalation:

1. Contact Customer Service through the links on our website, using the email address registered to your account.
2. Raise any dispute over a settled wager within three days of the result being decided — claims made after this window are not honoured.
3. Allow a few days for an initial response; we reply within 28 days of receipt at the latest.
4. If the issue is not resolved at this stage, it is passed on to management for further consideration.
5. Where management cannot resolve it, the complaint can be escalated to Gaming Services Provider N.V., the licensing body named in our terms.

What Happens After You Submit a Complaint

Every complaint is handled by Customer Service first, reached through the links on our website using the email address tied to your account. If your complaint concerns a bet, it must be raised within three days of that wager being settled, since we do not honour disputes lodged after this window. For other issues, we aim to come back to you within a few days, and in any event no later than 28 days from the date we receive your message.

Escalation Beyond Customer Service

If Customer Service cannot resolve the matter, it moves to management for further consideration. Where it remains unresolved at that stage, the complaint can be escalated to Gaming Services Provider N.V., the licensing body named in our terms as the final point of referral. This sits alongside our licence from the Union of the Comoros (Anjouan), under which we operate.

We do not accept liability for responding to or acting on any complaint, so we recommend keeping your own records of the wager, deposit or correspondence involved. If your dispute concerns a delayed payout, our withdrawal processing times page sets out what to expect per method before you get in touch.

Complaint Timeline at a Glance

Three deadlines govern how a complaint moves through our system, from the moment you contact Customer Service to the final escalation if it remains unresolved.

These deadlines apply whether your complaint concerns a bet, a bonus, or your account, so raising an issue as soon as you notice it keeps your three-day dispute window open and gives Customer Service time to respond before the 28-day deadline passes, and before any escalation to Gaming Services Provider N.V. becomes necessary.

Preparing a Strong Complaint

A complaint is easier for us to look into when it includes the details we need from the outset: your registered email address, the date of the deposit, wager or withdrawal in question, and any reference numbers shown in the Cashier. Since disputes over a settled wager must be raised within three days, gathering this information quickly matters more than polishing the wording of your message.

We recommend keeping your own record of transactions, particularly for card deposits, since these details can support your case if a dispute is escalated to management or referred to Gaming Services Provider N.V. You can check the email address and details tied to your account any time by signing in through account login.

We do not accept liability for responding to or acting on any complaint, which makes timely, well-documented contact through Customer Service the most reliable way to reach a resolution. For background on how we are licensed, our security page covers the licence from the Union of the Comoros (Anjouan) referenced in our terms.