Insta Casino (MT Secture Trade) high withdraw fees

[Deeplay]

So I made some deposits at Insta casino. won and withdraw £203.35 which cost me £2.50 fee to withdraw to skrill. Fine no problem and withdraw was processed within a few hours.

But here is where it gets sticky. They did not send me GBP but rather 260 EUROS which means i only actually got £197.34 and not the £203.35 I requested (the 2.50 fee was taken before that amount )

So total cost of my withdraw in the end was just over £8.50 totally insane! My account is in GBP my deposits were in GBP the games I played GBP. So no idea why they sent the payment in Euros and the euros they sent were not enough even to cover the full withdraw amount.

They never told me my withdraws would be converted from EUROS and my account is in GBP ... they should not offer GBP as an option if they dont intend to pay out in the same currency. But were fine taking my Deposits in GBP.
I have emailed Insta Casino support so waiting to hear from them.

Shame

Pissed off

 

[Deeplay]

Response from insta casino

--------

After checking the matter with our payments department we can confirm that your witdhrawal of £205.85 was payed out in GBP British Pounds and the only fee we have deducted was the £2.50.

In case there has been any other amounts deducted we ask you to kindly contact your bank in the matter as they might have some own transaction fees that have been deducted from the total withdrawn amount.

Please do not hesitate to contact us again with any further questions.
Thank you for your understanding and cooperation.


Best regards,
Matilda
InstaCasino Support
-----------------

it was skrill not my bank has nothing to do with my bank. So sent them a skrill screen shot where they can clearly see MT SECURE TRADE (INSTA CASINO) sent me 260 euros .... the amount is small but if every withdraw was like this i will say no thanks. Hope they sort this out. They sent euros skrill say they sent euros they say they did not ... and why bring in my bank ???

Now I have to go out and drink beer in the Sun but will check later to see if they sort this.

everything else about this casino is actually really good. Live chat / games loads fast / great selection and great layout .... but this issue is a problem for me.

 

[goatwack]

Euro lucky to have been paid at all


That is a high fee for such a small withdrawal. Makes no sense as you played in a different currency. I'd want to know why though, I suppose. It's very important if you're going to have a go at them that it's after you've been paid, not before!

I like playing in Euros normally as it gives me more playtime and more credits but boy does it suck when converting back to Pound Sterling.

Maybe the casino miscalculated the exchange rate for the day?

 

[spintee]

Thats a strange one, Hopefully a rep will come and explain, I really do not know why casino's are employing people that have not a clue, This goes to alot of casino's, All it does is cost more time, more grief, and pissed of players,

MT secure are rapidly expanding, With the the I gaming cloud, Taking on white label casino's etc,

But I have noticed a influx of complaints from them, I said in a post that its not good practice not with all these casino's on the white labels, Last thing they need is complaints coming in from bad CS payment issues etc,

 

[Harry_BKK]

The only explanation i would have is that they did not have enough dough in their Skrill GBP account and somebody smart in the payments team converted your withdrawal to Euro and paid it from their Euro account.

However, he/she forgot that Skrill will charge you a currency conversion fee, hence you received less than the intended amount.

 

[Deeplay]

Well if this was the case for every withdraw and if they don't sort it it's easy for me I vote with my wallet and won't deposit at insta casino again. It's small money but when set aside the amount of the withdraw it's a ridiculous amount to be expected to pay and that's on top of the standard 2.50 charge

 

[fun4all]

I don't mind paying a £2.50 set fee for a withdrawal, as long as it arrives in less than 24 hours.

What I do object to is paying a fee for a deposit. I also object to being sent a different currency for a withdrawal than I deposited and played in. You should invoice them for the currency exchange fees that they forced you to pay.

 

[spintee]

I agree a £2.50 cahrge is not the end of the world, I would do that that any day than wait days for payment, But it was pointed out the other day that banking is not 24/7 now and only on certain time, Harry pointed this out,

Its across all the sites coming from the platform so I do not think the sites having nothing to say about the charge, They either exept the terms Icloud or not, I also do not think the site see 1p of the charges and Icould agin pocket this,

Only my opinion here, I must say that the reps from this group are some of the best going and can trust the group 100% its just the hickups they have been having latley

 

[Harry_BKK]

Guys, i am not saying this is what happened here but i had it once at a MG casino some time back where my account was in USD and they paid me in EURO.

And that was the explanation i got, hence when i read Deeplay's post i immediately remembered that case.

Maybe PM the rep here and see what he/she says.

 

[Deeplay]

Well they have escalated my complaint. They have kept in communication which is good. Will update when I hear back.the skrill screen shot does not lie. So they have only one course of action I think. Or update there terms that they will pay in euros no matter how you deposit in which case they would loose my custom. Which for UK players would mean an 8 to 10% surcharge on all withdraws. But will wait to hear what they say.

 

[spintee]

Sorry Guys, I ment to of said that there is one site that does this and thats casino room, If using ewllets they exchange to £ to euro if using ewallets, The rep said use bank and it will not be effected, The trouble is when spending the money its ok for instance if you deposit 20you may get 25 euro but if withdraw 25 euro you will nether see close to £20 as skrill etc hike up the price on changing back to original cash, and thats where the problem lies, they always charge more when coming back, Infact they make there own exchange rate up as you have no other choice if getting paid in another currency,
But casino room clearly stats this, Now if your not informed than its wrong as it costs alot of money as after the exchange rate is made up by skrill it can cost a small fortune

 

[fun4all]

One day I will make fun4all's online casino, free of errors with no fees + bonuses on every deposit and knowledgeable, helpful customer service only 1 click away. Withdrawals all processed instantly of course.

 

[spintee]

One day I will make fun4all's online casino, free of errors with no fees + bonuses on every deposit and knowledgeable, helpful customer service only 1 click away. Withdrawals all processed instantly of course.

LoL, its not that hard I admit there is going to be errors no matter where you play, but than theres extra errors, Casino can do an auto instant money but they chose not ton, Binus should not be a problem as always in the casino favour unless its a free spin wager free, But thats the least casino should do just to get our custom

 

[Deeplay]

Well its been an expensive time at insta casino just checked my skrill

depost of £50 came out at £51.74
deposit of £35 came out at £36.38

plus £2.50 withdraw fee

plus the exchange rate on the euros they paid me in which meant £6.01 less

total in fees and exchange rates £11.63 (Inc the £2.50 withdraw fee)

way to high for me and I have no idea how much my bank will charge for another deposit i did with my debit card.

So total deposits of £130 and it cost me £11.63 total.

Suffice to say I dont think I will be playing at Insta casino again the fees are horrendous. I understand fee on withdraw (although I detest it ) but live with it. The rest is just bollocks. Seems like even though my account is in GBP they are actually running this casino in euros. Not good.

 

[spintee]

Well its been an expensive time at insta casino just checked my skrill

depost of £50 came out at £51.74
deposit of £35 came out at £36.38

plus £2.50 withdraw fee

plus the exchange rate on the euros they paid me in which meant £6.01 less

total in fees and exchange rates £11.63 (Inc the £2.50 withdraw fee)

way to high for me and I have no idea how much my bank will charge for another deposit i did with my debit card.

So total deposits of £130 and it cost me £11.63 total.

Suffice to say I dont think I will be playing at Insta casino again the fees are horrendous. I understand fee on withdraw (although I detest it ) but live with it. The rest is just bollocks. Seems like even though my account is in GBP they are actually running this casino in euros. Not good.

If depo 50 and charge £51.74
and £35 and charge £36.38 Now if your using £ that should be wrong to satrt, Are you sure that your acount is not in $ I know its hard to miss but looks like you been charge exchange rate

 

[Deeplay]

If depo 50 and charge £51.74
and £35 and charge £36.38 Now if your using £ that should be wrong to satrt, Are you sure that your acount is not in $ I know its hard to miss but looks like you been charge exchange rate

No my account is sterling as it always has been make loads of deposits every month im 100% what my account is. its an excess charge and I dont like it.

If i deposit say £50 i am charged £50 and if im not i wanna know why and where it states there is some charge.

its an exchange rate i think because there back end is probably all euros and it sucks cause no where do they tell you this

 

[InstaCasino-Al]

So I made some deposits at Insta casino. won and withdraw £203.35 which cost me £2.50 fee to withdraw to skrill. Fine no problem and withdraw was processed within a few hours.

But here is where it gets sticky. They did not send me GBP but rather 260 EUROS which means i only actually got £197.34 and not the £203.35 I requested (the 2.50 fee was taken before that amount )

So total cost of my withdraw in the end was just over £8.50 totally insane! My account is in GBP my deposits were in GBP the games I played GBP. So no idea why they sent the payment in Euros and the euros they sent were not enough even to cover the full withdraw amount.

They never told me my withdraws would be converted from EUROS and my account is in GBP ... they should not offer GBP as an option if they dont intend to pay out in the same currency. But were fine taking my Deposits in GBP.
I have emailed Insta Casino support so waiting to hear from them.

Shame

Pissed off

Hi Deeplay,

I just replied the following from our help desk:

My apologies for the delay in this matter.

The payments team from iGamingCloud has now added 20 GBP to your account for the excess amount you were charged as FX cost by Skrill due to the fact that the payment was processed in EUR. We added a bit extra for the inconvenience. The amount equals the minimum withdrawal limit, so you can withdraw the funds.

Your InstaCasino account is in GBP and so is the Skrill account the payment was effected from. The IGC tech team is investigating what caused this and we are still awaiting feedback.

My sincere apologies for the inconvenience and I hope the solution was to your satisfaction. Please let us know should there be anything else we can do for you.
​

Should you, or anyone else, have further questions you are more than welcome to contact me directly at allan@instacasino.com.

 

[Deeplay]

Hi this does more than cover the fees so im happy with this and I did get the email which I have replied to. Thanks

Hi Deeplay,

I just replied the following from our help desk:

My apologies for the delay in this matter.

The payments team from iGamingCloud has now added 20 GBP to your account for the excess amount you were charged as FX cost by Skrill due to the fact that the payment was processed in EUR. We added a bit extra for the inconvenience. The amount equals the minimum withdrawal limit, so you can withdraw the funds.

Your InstaCasino account is in GBP and so is the Skrill account the payment was effected from. The IGC tech team is investigating what caused this and we are still awaiting feedback.

My sincere apologies for the inconvenience and I hope the solution was to your satisfaction. Please let us know should there be anything else we can do for you.
​

Should you, or anyone else, have further questions you are more than welcome to contact me directly at allan@instacasino.com.