The player from Germany faced issues with withdrawing winnings, as the payout had not been credited to his account despite the casino stating that it had been processed. He consistently received the same update about it being "in processing" and had been unable to reach anyone for further assistance. The Complaints Team had been unable to proceed with the investigation due to a lack of response from the player, resulting in the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
HitNSpin Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,000
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
9 months ago
Translation
Hello, as always, I have paid out my winnings without a bonus, but the money has not been credited to the payout account. According to the casino, the winnings were paid out but never arrived and when I ask, I am always told the same thing: it is in processing, nothing more. I have asked for telephone contact, but according to the casino, they are not available at the moment, or to forward me to someone who can help, unfortunately this does not happen, it is always in processing.
Automatic translation:
Public
Public
9 months ago
Dear nftzd2ntwh17,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with HitNSpin Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please provide the exact date of your withdrawal request?
- Do I understand correctly that you have lost access to your account?
- Have you ever had any successful withdrawals with this casino, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
9 months ago
Dear nftzd2ntwh17
Sorry to hear you faced issues.
Can you please specify the disputed transaction ID?
Regards
Public
Public
8 months ago
Dear nftzd2ntwh17,
thank you for your message.
Has the issue been resolved, please?
Looking forward to your reply,
Katarina
Public
Public
8 months ago
Dear nftzd2ntwh17,
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.
Public
Public
8 months ago
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,
Katarina
Casino.Guru
