The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved after the player confirmed that the withdrawal had been successfully received, leading to the complaint being marked as 'Resolved' in our system. We appreciated the player's cooperation throughout the process.
HitNSpin Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €2,500
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
Translation
The problem is that initially, more and more pictures were requested for verification, then they were rejected countless times despite top quality, etc. My account was finally checked and verified on November 20, 2025, after I had requested a withdrawal on November 17, 2025. Now, it seems they are supposedly conducting some kind of internal review, even though customer support assured me yesterday that, after consulting with the finance department, my winnings of €2500 would be paid out either that same day (November 25, 2025) or today (November 26, 2025). This was confirmed by customer support after yesterday's consultation with the finance department, and today, when I still haven't received any money because nothing has been paid out, more and more excuses are being made as to why it is currently difficult or impossible to withdraw my winnings. It started with the claim that many players are currently making withdrawals, which is why it's taking a little longer. Then, as I said, I was assured yesterday that I should have received my money by today at the latest, and after inquiring again today, they suddenly say that an internal review is taking place. Yesterday I was assured that my winnings would be paid out today, which in my opinion is absolutely impossible. How can you promise something one day and then suddenly check something the next? That should have been known yesterday. I hope and would be very grateful if you could help me with this matter as soon as possible.
Best regards
Automatic translation:
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Flo1200rr,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Hello all,
Pardon, but we do not complete understand what the issue is.
The account is verified, the withdrawal was received by the player at 26.11.2025 22:41:46 (UTC)
Kind regards
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3 months ago
Dear Flo1200rr,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Flo1200rr,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
