HitNSpin Casino - Player's deposit is delayed.

Hallo,

habe eine Einzahlung gemacht und wurde vom Bankkonto überwiesen und wurde dann im nachhinein da es anscheinend fehlgeschlagen ist wieder vom Guthaben von HitnSpin abgezogen.

Habe auch schon support geschrieben aber die verschieben das immer weiter und hab mich auch schon eine meine Bank gewendet, ist alles ordentlich rausgegangen

Dear Blackterox,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you've experienced with your deposits.

We understand that you've made two deposits, both of which were successfully deducted from your bank account but were not credited to your casino balance. Thank you for already providing the payment receipts and communication with the casino — that’s very helpful.

Normally, when a deposit is not credited, the casino may have limited options if the transaction failed mid-process. In such cases, the payment provider usually needs to investigate the issue on their end, which can unfortunately take up to a month.

Could you please clarify:

• Did you receive any kind of confirmation or error message from the casino after each deposit attempt?
• Has the casino acknowledged receipt of the funds at any point?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hallo,

leider nein, habe keine Bestätigung erhalten. Das Casino hat den Eingang zuerst gutgeschrieben und dann 7 Tage später als fehlgeschlagen wieder von einer neuen Zahlung abgezogen. Jetzt prüfen Sie das ganze anscheinend nochmal, ist aber auch schon wieder 4 Tage her.

MfG

Robin S*******

Hi Blackterox,

Thank you very much for your response.

I’m sorry to hear that the situation is still unresolved and that you haven't received a clear answer from the casino. It’s especially confusing that the payment was initially credited and then later deducted — thank you for sharing those details.

Since the casino mentioned they are reviewing the case again, could you please forward any recent or upcoming communication you receive from them regarding this issue to petronela.k@casino.guru? This includes emails, chat transcripts, or screenshots — anything that might help us better understand their final position.

Thank you in advance for your reply.

Hallo,

habe alles mal per Email geschickt. Falls noch was fehlt gerne sagen.

MFG

Dear Blackterox

Can you please provide your account ID in order to investigate?

Regards

Hi Blackterox,

Thank you for your continued cooperation, and for providing all the requested documentation.

You can now see the response from the casino above. Based on their feedback, I recommend following up directly with your bank regarding the transactions in question.

Should you need any further assistance or if new information comes to light, feel free to update us here.

Also, I’d like to thank the casino for their assistance and for helping clarify the situation.

Dear Blackterox,

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,
Petronela
Casino.Guru