The player from the United Kingdom had requested a withdrawal two weeks prior, but despite multiple requests made between October 29 and November 1, the casino had not processed the payouts. He had contacted customer support and received a response indicating that the withdrawals were still under review. After confirming that he had passed the KYC verification and had made several successful withdrawals previously, the issue was resolved, and the player marked the complaint as resolved.
HitNSpin Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: 11,500 lei
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
I made several request withdrawals between 29.10-01.11 but the casino didn’t pay out.I emailed them few times and they answered in last email that my withdrawals are still under review.
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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
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
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3 months ago
Hello.Yes I made several successful withdrawals .
Yes I pass the KYC verification.
Not bonuses.
This is their answer wich I received today:
Your withdrawal requests are fine.
The money stays on your balance until the withdrawal is paid out.
According to our Terms & Condi-tions, for the players who successfully completed KYC check, a withdrawal amount from 500 EUR to 4999
EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins - 48 hours, but not exceeding 5 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method.
Most payment providers, especially banks, do not process payments on weekends and public holidays.
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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 Felix70,
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,
Kristina
