The player from Germany faced issues withdrawing his winnings of 3,300 euros from Nice Hitnspin due to complications in the verification process. He had provided confirmation of his bank account but was asked for additional proof of being in two countries within a short timeframe, which he could not provide. The Complaints Team facilitated communication between the player and the casino, leading to a successful verification of the player's account. Subsequently, the withdrawal request was approved, and the player confirmed that the issue was resolved.
HitNSpin Casino - Player’s withdrawal request is delayed.
Resolved
Our verdict
Case closed
Amount: €3,300
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
1 month ago
Translation
Hello everyone, I've had an account on Nice Hitnspin for a while now and managed to win 3,300 euros before I fully verified my account. I have two registered and residential addresses, one in Poland and the other in Germany, and I registered my casino account with Polish data. I can't complete the registration because they ask for my bank card when I deposited with Revolut, where I have a virtual card. However, I recently sent them confirmation from the bank that this is my account and the card belongs to me, the virtual one from Revolut. Another thing: this week I will try to send them confirmation of my registration at the Polish address I provided during registration. I'm just waiting for the document from the commune office where I live in Poland. Today they sent me an email saying that my account has been verified, but they said the transaction was blocked because they found that I logged in to two countries more than an hour apart. I wrote that I was traveling, simply driving home and crossing the border at that time. The administration wrote to me I wrote to them asking for clarification, but they require me to provide proof that I was in those two places at those hours at night, for example, a receipt with my name, date, and city. How can I do that since I was returning and didn't buy anything on the way, so I don't have such proof. It's no longer possible to travel home across the border because they see it as a problem? Secondly, who normally takes receipts, invoices, etc. with full names and city addresses? I don't understand all this. Please help me quickly with this matter; it's a lot of money for me. Sincerely, Piotr.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear Piotr1992,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- What country did you make registration from and when exactly?
- What specific documents or information have you been able to provide so far regarding your Polish residence?
- Could you clarify on which exact dates and times you logged in from different locations?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Petra
Public
Public
1 month ago
Dear Piotr1992
Congratulations on your win!
There is one and only question remaining to resolve the matter - according to our records, it takes at least 4.5 hours to get from your place in Poland to the closest border with Germany (and that is if you drive a bmw 😉), according to the log - it took you ~1hour.
Please kindly clarify how that was possible, and the account will be unblocked in no time!
Regards
Public
Public
1 month ago
Translation
I'm registered and work in Germany. I occasionally visit my parents in Poland, where I stay during my work breaks. I'm also registered in Poland. I live legally in Germany for a while and in Poland for a while. Recently, I traveled from Germany to Poland and activated my VPN once. I played a few times and then deactivated it. That was all. I hope this doesn't result in my account being blocked and me not getting my money back? Please help me recover my account.
Automatic translation:
Public
Public
1 month ago
Hello everyone, thanks for the replies.
Piotr1992, could you please clarify if you made any deposits, activated any bonuses, or played any games while you had your VPN on, please?
Public
Public
1 month ago
Dear Piotr1992
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Public
Public
1 month ago
Dear Piotr1992,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
Dear HitNSpin Casino,
Based on the information presented in this thread so far, it appears that the player did indeed use a VPN to access the casino’s website. Since none of the player’s locations are listed or enforced as restricted countries, the key question is what impact the use of a VPN had on the player’s gameplay and the accumulation of their winnings.
Could you please clarify whether the activation of a VPN provided the player with any unfair advantage or otherwise influenced the outcome of his gameplay?
Thank you for your clarification.
Best regards,
Kubo
Public
Public
1 month ago
Translation
Hi, yesterday my account was finally verified successfully😊 I submitted a withdrawal request and now I'm waiting for 2 days to see if the money will be transferred to my account. I'll let you know as soon as I know anything. Best regards, Piotr
Automatic translation:
Public
Public
1 month ago
Hi,
The casino has nothing to add, we are happy all got resolved.
The withdrawal will be approved according to T&Cs specified.
Regards
Public
Public
1 month ago
Dear HitNSpin Casino,
Thank you for the quick resolution, as always.
Dear Piotr1992,
Could you please confirm whether you have already received your funds?
Thank you.
Public
Public
1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Piotr1992,
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,
Kubo
