HitNSpin Casino - Player is struggling with withdrawal issues.

Dear Stim13,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? Was your casino account closed?

Also, I would like to point out that you can reply to this complaint in your native language using the message window at the bottom of the complaint thread; it will be automatically translated.

I will be patiently waiting for your reply.

Best regards,

Kristina

Yes it was closed but I don't know why because of the kyc? I read afterwards why it could be but I didn't break any rules and of course I didn't withdraw my winnings

Is there any chance I can at least get the money?

Hello,

The casino clearly indicated the reason the account was temporarily blocked:

In return, the casino received some non-related information.

Regards

Here is the answer to that, they didn't answer it either.

They replied 2 days ago, it took a week

but even though there's evidence, they won't respond to it, I didn't do anything, and they still don't want to pay.

Hello everyone,

Thank you both for your replies.

Stim13, do I understand correctly that you have provided the necessary documents? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

The casino received the document and hasn't responded since. I send them 2 emails a day but they can't respond. It's quite annoying after all this time.

I tried to upload a document here but it's not allowed.

Stim13, could you please forward all the most recent communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Stim13,

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.

I already sent it to your email address.

Thank you very much, Stim13, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 Stim13,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a HitNSpin Casino representative to join this conversation and participate in resolving this complaint.

Dear HitNSpin Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan

Can you kindly share the proof of the gameplay by the player from Sweden?

Thank you in advance!

Regards

Dear Hitnspin, my location has been sent about 5 times.

Dear Stim13

Please kindly clarify where you've sent the proofs.

Thank you!



Is this their email address or am I wrong?

Dear HitNSpin Casino,

Could you provide us with an email address where the player can send the evidence?

I am looking forward to your response.

Hello all,

Please find the latest request from the casino:

Looking forward to receiving the proof to e-mail: support@hitnspin.com

Regards

Hello Stim13,

Could you follow the casino's instructions and let me know once you provide them with a document of better quality?

I'll be awaiting your reply.

Dear Stim13,

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.

I can't find any more photos at the moment.

If I don't send it, will they take my money?

Dear Stim13

Do you refer to the screenshot from booking that does not contain any confirmation and is in a bad quality?

Regards

Hello Stim13,

Could you provide us with the photo you provided to the casino? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stim13,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru