The player from Sweden deposited 500 kr and successfully played up to 6800 kr, but now faces repeated requests for KYC documents, including additional pictures and a passport, despite having previously submitted them. His withdrawal requests have been denied, leading to frustration with the casino's customer support.
HitNSpin Casino - Player's withdrawal is delayed due to KYC issues.
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Current status
Waiting for player to reply
5d 7h 46m 21s
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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5 days ago
Translation
Hi! I have played on hitnspin and deposited 500 kr which I managed to play up to first 2500 then 6800 kr. Now to the problem I have done all the Kyc they want, made withdrawals. Been denied. Need to add more pictures for kyc, passport again + bank card with selfie. Even though I have already done this.
It seems like a good site to play on, but the problems start when you request a withdrawal, bad live chat and when you are constantly being spun around in kyc, it is usually a negative sign!
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2 days 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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2 days ago
Dear peterliindgren,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share with me your communication with the casino on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
