The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. The issue was resolved after confirming that the transaction had been rejected and the funds were returned to the player's gaming account. The player was advised to submit a new withdrawal request, which was completed successfully. The complaint had been marked as resolved by the Complaints Team.
HitNSpin Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €500
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Good morning,
I won something on June 9, 2025, and requested a payout. This would be marked as transferred on June 10, 2025.
Nothing has arrived to date
For the first 3 working days the casino said it would take 72 hours, which was never the case.
Now I am told I have to wait a few more days
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8 months ago
Dear grilla2,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
Translation
The KYC verification has been completed for ages. As I said, this is the first time something like this has happened, and now they're making you wait.
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8 months ago
Dear grilla2
Please kindly provide the disputed transaction IDs, so that we can investigate.
Regards
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8 months ago
Translation
Hello, I contacted Hitnspin again because I submitted a request to verify the status of my payout on June 13, 2025. Today, I was told they would open a new request because it's been a while since the first one.
How can such a process take so long? I mean, in this case, it's about money that was lost.
It is also in Hitnspin's interest to know where the money they sent on June 10, 2025 at 9:11 a.m. German time went.
Automatic translation:
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8 months ago
Hello, grilla2
The transaction was rejected, and the money was returned onto your gaming account.
Please kindly make a new withdrawal request.
Warm regards
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8 months ago
Dear HitNSpin Casino, thank you for the information provided.
Dear grilla2, we would appreciate it if you could confirm once the funds have been received.
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8 months ago
Translation
The money is there but I can't pay it out 
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8 months ago
Translation
Now I was able to cash out everything. Thank you very much.
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8 months ago
Dear grilla2,
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,
Dominika
