The player from Germany had been waiting for three weeks to withdraw her winnings after requesting multiple payouts. Although her account had been verified on May 7th, all previous withdrawal attempts were rejected due to a technical error. Despite initial assurances that the issue would be resolved promptly, she had been informed that the withdrawal timeline had reset, and she would need to wait another month. The Complaints Team had monitored the situation and confirmed that the player had since received multiple payouts, with the case being kept open until all payments were completed. However, after the player reported a final payout issue and subsequent losses due to gambling, the team concluded that the casino had not breached any terms and conditions, and the complaint was marked as rejected for the amount of €5,000.
HitNSpin Casino - Player's withdrawals are delayed due to technical issues.
Other
Amount: €5,000
HitNSpin Casino
Safety Index:Very highCase summary
Dear 62352036,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process.
To better understand your situation and assist you effectively, could you please provide us with the following details:
- Can you confirm if you received any written communication regarding the technical error that led to the rejection of your initial withdrawals?
- Have you received any confirmation of your most recent withdrawal requests since June 2nd?
- Was there any information provided to you regarding the expected timeframe for processing the new withdrawal requests?
- Do you have any documentation or screenshots that show the communication with the casino regarding this issue?
- Have there been any other instances of technical errors affecting your withdrawals in the past?
Your cooperation in providing these details will help us investigate and work towards a resolution. If necessary, you can forward any relevant communication to petronela.k@casino.guru for our review.
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,
Petronela
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 email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Translation
Dear Petronela,
Thank you very much for taking on my case.
- Yes, I have screenshots of the chats with support confirming that the withdrawal was canceled due to a technical error and I am asked to request a new withdrawal
- No, I haven't received an automatic confirmation of my new payout from May 30th since June 2nd, but I inquired yesterday and was assured that I would receive my money, just within 30 days. Reason: The 30-day period begins with the withdrawal request from May 30th. The fact that this was submitted due to a technical error on your part and that my original request was on May 6th seems irrelevant.
- I was simply told, as always, that I should receive my money within 30 days. I didn't receive a response to my question about what would happen if there were further technical problems and whether I would have to wait another 30 days.
- This is my first payout.
The screenshots and statements from the employees show when I should have received my first payout at the latest. The other screenshots show that my payout was canceled due to technical difficulties and that the payout is considered a completely new one, so I have to wait up to 30 days.
I would also like to add that I currently have five withdrawals pending at HitnSpin. The casino itself assures me that I will receive my money safely, and I also generally trust your rating of the casino as trustworthy.
However, my main concern with this complaint is that such long withdrawal waits – up to two months – should not be considered normal, especially when the delay is due to a technical error on the part of the casino for which I bear no responsibility.
I very much hope that this will be taken into account when processing my case.
Thank you again for your support.
TranslationHello Petronela,
I am enclosing screenshots from a HitnSpin support representative who informed me that I would receive my payout within the originally stated 30-day period despite my renewed withdrawal request—at least that is how I clearly understood it.
However, two other support representatives subsequently informed me that canceling and re-requesting the withdrawal due to a technical error on the casino's part would cause the 30-day period to start over again. This statement contradicts previous communication and makes absolutely no sense from a customer perspective.
Nowhere in the casino's terms and conditions is it stated that the deadline will be automatically reset in the event of internal technical issues. If this were permitted, a withdrawal could be delayed for months or even years, especially in my case with five pending withdrawals. The first withdrawal alone could take two months (and it's already taken a month).
I ask that you consider this point in your evaluation and referral process. Transparent and fair payout practices should be a given for a reputable casino.
Thank you for your support.
TranslationAddendum:
I have just successfully received the first payout into my account.
Many thanks to HitnSpin Casino and CasinoGuru for their support.
There are still four payments outstanding, but they are all still within the deadline (these were all resubmitted on May 30th) and as far as I understand, I will receive one of the payments within 30 days, which means the second payment would be due at the beginning of next month at the latest, the third at the beginning of August, etc.
Should I keep the case open until the other payouts are made?
Thank you very much again!
Hello,
Thank you very much for the update, and we're glad to hear that you’ve successfully received your first payout. That’s great news!
As the remaining four payouts are still within the expected timeframe and appear to be progressing, we can certainly keep the complaint open for now to continue monitoring the situation. Once all payments have been completed, just let us know, and we’ll be happy to close the case accordingly.
Please don’t hesitate to reach out if anything changes or if further assistance is needed in the meantime.
Thank you again for the kind words — we’re happy to support you.
TranslationHello Petronela,
Thank you for your feedback and support. That sounds like a very good plan! 🙂
I will be happy to keep you updated and will contact you as soon as all remaining payments have been received or if there are any changes in the meantime.
Thank you very much again.
Best regards,
TranslationAddendum:
I just received my second payout. There are still three outstanding.
Thank you HitnSpin Casino & CasinoGuru 🍀
Hello,
Thank you for the update — we’re really pleased to hear that your second payout has now been successfully received! 🎉
It’s great to see the process moving forward as expected. We’ll continue to keep the case open while the remaining three payments are pending. Just let us know once they’ve been processed or if anything unexpected arises in the meantime.
Thanks again for your kind words — we’re happy to be here to support you through it. 🍀
TranslationDear Petronela,
I have to thank them! 🙂
I'll definitely keep you updated; the third payment is due by July 10th (at the latest). I'll let you know as soon as there's any news.
Thank you very much for your help and I wish you a nice and relaxing weekend.
Best regards,
TranslationUpdate:
I just received my third payout. Great! Thank you HitnSpin & CasinoGuru.
There are still 2 payouts pending and I will let you know as soon as there are any updates.
Best regards,
Hello,
Thank you very much for your update — I’m so happy to hear that your third payout has arrived safely! 🎉 That’s wonderful news and a great sign that everything is progressing in the right direction.
Please continue to keep me posted on the status of the remaining two payouts.
TranslationHello Petronela,
I'll definitely do that! I also think it's going in the right direction and that HitnSpin is proving itself to be a reputable casino.
Thank you again for your support! I'll be in touch as soon as the next payment is received.
Best regards,
TranslationDear Petronela,
Brief interim report:
I was playing again, which caused the payments to be automatically canceled. In any case, I ended up with the same amount that was still outstanding for withdrawal (€10,000), and according to the support employee (see screenshot), I should receive the payment by July 10th at the latest.
I'll get back to you as soon as I have the money, and I won't touch it now so that there are no more delays and we can close the case.
Thank you very much again!
Best regards,
Dear 62352036,
Thank you very much for your update and for keeping us informed. I’m glad to hear things are moving in the right direction and that you feel confident about the upcoming payment.
We’ll check back in with you in about two weeks to see if you have received the withdrawal as promised. In the meantime, please don’t hesitate to reach out if there are any new developments or if you need any assistance.
Thank you in advance for your reply.
TranslationThank you very much, I will do that.
Best regards,
TranslationHello Petronela,
I just inquired about the interim status and learned that my withdrawal request was rejected because proof of salary was required. I explained that I submitted this and all other documents last month and have been fully verified since then—and I've already received three withdrawals.
When I asked if I should upload the document again, I was told yes. I'm not sure why, but I did it. Now I have to wait until it's approved again. I didn't use a different bank account.
I hope this won't delay the payout significantly, as the countdown seems to be starting from zero again.
Best regards,
Dear HitNSpin Casino Team,
- Could you please confirm whether the proof of salary is truly required in this case? According to the player, they have already completed full verification and successfully received previous withdrawals without any issues. It’s unclear why this document would now be necessary again, especially if no changes have been made to the bank account.
- Additionally, we would appreciate it if you could clarify when the next withdrawal is expected to be processed, assuming the newly uploaded document is accepted without further delay.
Thank you for your cooperation — we look forward to your response.
TranslationMy salary statement was approved (again) today. I didn't receive a response to my question about when I could expect the money. Instead, I was told "14 days from verification..."
Thank you so much, Casino Guru! And also in advance, HitnSpin.
Translation@Petronela – a short addendum:
Only after my original withdrawal request was rejected and thus canceled (due to the requested proof of salary) did I play again before submitting the new withdrawal request.
With a bit of luck, I was able to increase the amount from €10,000 to €20,000. I then requested the €20,000 withdrawal that same day.
If the first withdrawal hadn't already been rejected, I wouldn't have played, but since the process had to restart anyway, I took the opportunity.
I really hope that there will be no further cancellations of my withdrawal from the casino and that the casino can confirm when I can expect the payout.
Thank you again for your support!
TranslationHello Petronela,
I contacted live support via chat and was given July 16th as the new date. I was told that this was the latest date, and that it usually takes much longer.
It would be really great if the casino would keep the original payout date (next week) (when they rejected the request because they wanted proof of income again, even though there was no change in the bank or anything like that).
@Petronela, I'll let you know as soon as the money arrives in my account so that this case can also be closed as resolved.
Many thanks again to everyone involved!
Best regards,
Greetings,
We can confirm the withdrawal is scheduled to be paid according to T&Cs of the casino.
Warm regards
TranslationHello everyone,
Thank you for the confirmation, Casino HitnSpin. I just received payout #1 of #4. Thank you! 🙂
Best regards,
Dear 62352036,
Thank you so much for the update, and I’m very glad to hear that another of your withdrawals has been received!
Just to make sure everything is progressing as it should — could you please let us know if there are still any remaining payouts pending from the casino, or have you now received the full amount?
We’ll be happy to keep the case open until everything is fully settled, so just let me know when you’re ready to consider it resolved.
TranslationHello Petronela,
Thank you for your feedback. I have now received payment #2 of #4, so there are still two outstanding payments that should arrive by July 16. I'll let you know as soon as this is done.
Thank you very much for your support.
Best regards
TranslationHello Petronela,
I have received all payouts, so the case can be closed. Thank you very much for all your support.
Best regards
TranslationTo be specific, I didn't receive the last payout because it was postponed for another day (according to support) and I lost it.
This concerns a payout of €5,000, which was originally scheduled for July 15, 2025. Support then postponed the payment date, first to July 15, then July 16, and then to July 17.
In the meantime, I unfortunately gambled away the outstanding amount and deposited an additional €10,000-15,000 from my bank account. At one point, I even managed to make a profit of €16,000, but I lost that too.
I realize that my behavior was irresponsible, but no withdrawals were processed as promised. Reasons included alleged technical issues (from May, after I waited a month and all withdrawals were initially rejected) or repeated requests for documents (proof of salary) that I had already submitted just a month earlier. Communication with support was very frustrating, as deadlines were constantly postponed.
I know that the casino hasn't formally violated any terms and conditions, but I still request that, as a gesture of goodwill, they at least refund my most recent deposits above €10,000. I don't request a refund of the winnings that weren't paid out.
I hope the casino can accommodate me here, otherwise they've ruined me. The repeated delays in payouts also contributed to the fact that I ultimately continued to gamble and lose big.
Best regards,
TranslationOr the last scheduled withdrawals that were postponed. I would be truly grateful if the casino could accommodate me here, and I look forward to your feedback.
Dear 62352036,
Thank you for your detailed update and for sharing your experience with such honesty.
We’re truly sorry to hear how the delayed payouts, combined with the frustration you felt, contributed to the unfortunate outcome. It’s clear this situation has taken an emotional and financial toll, and we genuinely regret that it ended this way for you.
That said, after reviewing the case, we must conclude that there’s nothing more we can do at this point. The casino did not breach any specific terms and conditions, and the funds in question — a final pending payout of €5,000 — were ultimately lost due to continued gameplay, along with significant new deposits made thereafter.
While we understand and sympathize with your wish for a goodwill gesture, especially under such stressful circumstances, our role is to mediate disputes based on clear violations or provable misconduct. In the absence of such grounds, we are unable to push this case further.
Please know that we always encourage players to remain patient during payout processes — especially when delays are involved — and to avoid using the funds while waiting for withdrawals to be completed.
We will now be marking this complaint as rejected for the amount of €5,000, as this was the last remaining portion from the originally disputed €25,000, which was ultimately gambled and accompanied by further deposits.
Thank you again for your trust in our service. We sincerely wish you strength and a better experience in the future.
Warm regards,
Petronela
Head of Complaint Resolution Center
Casino.Guru
