The player from Sweden had deposited 500 kr and had successfully played up to 6800 kr, but then faced repeated requests for KYC documents, including additional pictures and a passport, despite having previously submitted them. His withdrawal requests were denied, leading to frustration with the casino's customer support. We had requested the player to provide details about the documents submitted and communication with the casino to assist with the issue. Due to the player's lack of response to our inquiries and reminders, the complaint was closed for the moment, with the option to reopen if the player resumed communication.
HitNSpin Casino - Player's withdrawal is delayed due to KYC issues.
Closed
Our verdict
Player stopped responding
Amount: 2,500 kr
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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3 weeks 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!
Automatic translation:
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3 weeks 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 weeks 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
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3 weeks ago
Greetings,
According to our records, the player has zero on their balance and is permanently locked upon the request.
Regards
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2 weeks ago
Dear peterliindgren,
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.
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1 week 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,
Tomas
Casino.Guru
