HitNSpin Casino - Withdrawal of player's winnings has been delayed.

Blocage total des retraits, contradictions dans les demandes KYC, impossibilité technique des preuves exigées, et immobilisation de 9 200 $.

Bonjour,

Je souhaite déposer une plainte concernant le casino Hit’n’Spin (hitnspin.com / hitnspin868.com) pour blocage complet de mes retraits et utilisation abusive de la procédure KYC.

Voici les faits :

Le 05.09.2026, j’ai effectué plusieurs retraits de 9 x 650 $ CA chacun. Aucun n’a été traité et ils sont restés en statut "New". Par la suite Certains retraits ont été rejetés par moi-même pour tenter de relancer la procédure, mais cela n’a rien changé d’un montant additionnel de 3135$ le 7 septembre. Pour la balance c’est bloqué pour les retraits.

Entre le 05 et le 06 septembre, j’ai fourni tous les documents exigés : photos recto/verso de la carte utilisée pour les dépôts (5584 90XX XXXX 4115), selfie avec ma pièce d’identité, selfie avec ma pièce d’identité et mon compte ouvert, preuve de connexion.

Le 06 septembre, un agent m’a confirmé que les documents étaient "déjà faits et approuvés".

Le 07 septembre, un autre agent a affirmé que les documents "n’ont pas été validés", contredisant les validations précédentes.

Entre le 07 et le 08 septembre, le casino a recommencé à demander les mêmes documents déjà fournis.

Le 08 septembre, on m’a exigé une photo techniquement impossible : tenir ma pièce d’identité, ma carte de crédit et mon téléphone affichant mon compte en même temps. J’ai quand même réussi à le faire.

À ce jour, je suis en attente de **9 200 $ CA** en retraits, et le système ne me permet **plus aucun retrait**, malgré un solde de 9 248,99 $. Le bouton de retrait est désactivé et les retraits restent bloqués.

Les contradictions entre les agents, les demandes répétitives, les exigences impossibles et le blocage complet des retraits laissent croire à une stratégie visant à empêcher le paiement des fonds.

Je demande à GuruCasino :

1. D’examiner la conformité des procédures KYC de Hit’n’Spin ;

2. D’évaluer les contradictions entre les agents ;

3. D’intervenir pour que mes retraits du 05.09.2026 (totalisant 9 200 $ CA) soient traités sans délai abusif.

Je peux fournir toutes les captures d’écran et conversations datées.

Merci.

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.

Dear Zazou87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

I will leave this complaint open for a week and kindly ask you to give an update then. Thank you for your understanding.

Bonjour,

Merci pour votre suivi. Je souhaite apporter une mise à jour importante : un premier retrait de 650 $ CA a finalement été débloqué et apparaît maintenant comme "en cours". Je vous tiendrai informés de l’évolution des 14 autres retraits.

Cependant, je tiens à préciser que ma plainte ne concerne pas la durée normale d’un KYC. Je comprends très bien que les vérifications peuvent prendre quelques jours.

Mon problème concerne la manière dont le casino traite les demandes :

– Le casino valide mes documents, puis les déclare "non validés" le lendemain.

– Il me redemande plusieurs fois les mêmes documents déjà fournis.

– Il exige des preuves techniquement impossibles à réaliser (ex. : un selfie où je dois tenir ma pièce d’identité, mon téléphone affichant mon compte et prendre la photo en même temps).

– Le bouton de retrait a été désactivé pendant 24 heures avec aucune raison ’empêchant de retirer le moindre montant.

– Mes retraits du 05.09.2026 (totalisant 9 200 $ CA) sont restés bloqués sans explication valable.

Ce n’est donc pas un simple délai KYC : c’est un blocage actif, accompagné de demandes contradictoires et irréalisables.

Je vous remercie de reconsidérer ma plainte en tenant compte de ces éléments, car ils montrent une utilisation abusive du processus KYC pour retarder ou empêcher le paiement des retraits.

Merci.

Thank you for the clarification and for keeping us updated. I am sorry to hear about your negative experience with how HitNSpin Casino is handling your verification.

As almost a week has now passed, could you please update us on the current status of your KYC verification? Have your documents now been fully approved, and have any additional withdrawals been processed or paid since your last message?

If the verification is still pending or the casino continues to request additional documents, please share screenshots of the relevant communication and your account's verification page so we can see which documents are pending or complete.

Thank you for your cooperation. I look forward to your update.

Vérification has been accepted but I still have 4800$ pending now since yesterday because I spend and rewin again. They process 650$ per day that’s it

Greetings,

The requests were created at 16.09.2026 12:33:38 (UTC)

They will be approved according to T&Cs of the casino.

Regards

Hello,

I would like to provide an important update regarding my complaint. My KYC verification is fully completed, despite a very complex process.

So far, I have only received CA$1,300 (two payments of CA$650). No payments have been made since last Thursday.

This morning, the casino informed me that one of my approved withdrawals was "refused due to a technical error," even though it was sent to the exact same payment method that successfully received the first two CA$650 payments. Here is the message I received:

"We inform you that the withdrawal request has been refused due to a technical error. We recommend renewing your request using another payment method available in your profile."

I also want to clarify that the withdrawals dated September 5th were spent and then won back again — it is always the same money from the same balance. The casino is treating these as separate situations, but they all come from the same verified funds and the same approved payment method.

As of today, CA$4,540 is still pending. The casino is paying extremely slowly or not at all, and the process has become inconsistent and unreliable.

I kindly request Casino Guru to keep the case open, as no real progress has been made.

Thank you.

Hello,

I would like to provide an updated status regarding my complaint. My KYC verification is fully completed.

It has now been 11 days since my withdrawals were submitted, and only two payments of CA$650 have been processed (a total of CA$1,300). No other withdrawals have been paid since last Thursday.

During these 11 days, the funds from the withdrawals dated September 5th were spent and then won back again — it is always the same money from the same balance. Nothing has changed on my side.

Every day, the balance moves and there is always a minimum amount available that could be processed. Yet the casino is not paying anything. This clearly shows that the issue is not with the funds, but with the way the withdrawals are being handled.

This week, the casino informed me that one of my approved withdrawals was "refused due to a technical error," even though it was sent to the exact same payment method that successfully received the first two CA$650 payments. This explanation is inconsistent and not credible.

I have already initiated mediation with external complaint platforms due to the lack of progress and the unreliable handling of my withdrawals.

As of today, CA$4,540 is still pending. I kindly request Casino Guru to keep the case open, as the casino is not processing the remaining withdrawals in a reasonable or consistent manner.

Thank you.

Greetings,

The withdrawal requests were made 16.09.2026 01:38:52 (UTC), and will be approved according to T&Cs.

Regards

Wthdrawal & Balance System Issues

1. Deposit History

• I have not made any new deposits since August 31st.

• This is important because all current funds come exclusively from winnings.

2. Positive Note

• The RTP is excellent, and I genuinely acknowledge this.

3. Balance System Issue (Critical Problem)

There is a major inconsistency in how the balance and withdrawals function:

• Example:• Balance: $3,000

• Withdrawal requested: $2,000

• Available balance should be $1,000, yet the system still displays $3,000.

• This creates a misleading situation where the player can accidentally exceed the real available amount.

• Worse:

If the player exceeds the $1,000 available, the previously withdrawn $2,000 suddenly becomes available again, without any action from the player.• This forces the player to submit a new withdrawal request.

• This mechanism is confusing, misleading, and not transparent.

4. Forced Withdrawal Segmentation

• All withdrawals are divided into CA$650 tranches, regardless of the total balance.

• This significantly slows down the withdrawal process.

5. Failed Withdrawal & Multiple Methods Attempted

• My last withdrawal on Tuesday was reportedly rejected by the bank.

• Since then, I submitted withdrawals through two new different payment methods.

• Both remain "in process of verification."

6. Current Balance & Payments Received

• Current balance: CA$6,400

• Payments received since last week:• Only two CA$650 payments, both on September 9th.

• No other payments have been processed since then.

7. Processing Time vs. Reality

• The support team stated that withdrawals should not take more than 24 hours.

• Yet, no payments have been processed for over a week.

8. Summary of Issues

• Misleading balance display

• Withdrawals reappearing as "available" after being exceeded

• Forced CA$650 segmentation

• Multiple withdrawals stuck in verification

• No payments for over a week

• Contradiction between stated processing times and actual delays

9. Request for Mediation

I am requesting Casino Guru’s assistance to:

• Clarify the withdrawal and balance mechanism

• Ensure pending withdrawals are processed

• Verify why payments are delayed despite the stated 24‑hour processing time

• Review the forced CA$650 segmentation policy

This situation is unacceptable, and I need support to resolve it.

Dear Zazou87,

Thank you for the detailed update.

As your KYC verification has now been completed, I understand that the main issue is the processing of your current withdrawal requests.

Please note that since the previous withdrawals were cancelled/spent and the funds were later won back, we need to consider the newly submitted withdrawals separately. According to the casino, the current withdrawal requests were created on September 16.

• Could you please provide a screenshot of your current withdrawal history showing all pending withdrawals, including their amounts, dates, and statuses?
• Could you please let me know the payment method used for your current withdrawals?

This will help us establish the current withdrawal timeline and determine whether further intervention is necessary.

Thank you for your cooperation.

Dear HitNSpin Casino,

Thank you for joining us. Could you please clarify what the withdrawal limit is based on? Is that based on the payment method used or the player's current level?

📩 Ultra‑Structured Complaint – Withdrawal Cancellation & Balance System Issues (Casino Guru)

1. Deposit History

• I have not made any deposits since August 31st.

• My current balance of $4,800 comes entirely from winnings.

2. Main Issue: Balance Never Adjusts After Withdrawals

The casino’s system does not deduct withdrawal amounts from the total balance.

• Example:• Balance: $4,800

• Withdrawal requested: $650

• Expected available balance: $4,150

• Actual behaviour: the system still shows $4,800 available.

This means the full balance remains playable even after requesting a withdrawal.

I have never seen a casino operate this way.

3. Automatic Cancellation of All Withdrawals

Every time I request a $650 withdrawal, the casino:

• Cancels all other pending withdrawals

• Resets the withdrawal queue to zero

• Makes the entire balance available again, as if no withdrawal was ever submitted

This happens every single time.

4. System Reset When Unlocking a $650 Block

When I unlock a $650 block, the system:

• Cancels all withdrawals

• Resets everything

• Shows the full balance as available again

This behaviour is extremely confusing and prevents any successful withdrawal.

5. No Payments Received

• Despite multiple attempts, no withdrawal has been processed.

• All requests end up cancelled automatically.

• My balance remains visible and "available," but nothing is paid out.

6. Summary of Issues

• Withdrawal amounts are never deducted from the balance

• Every $650 withdrawal request cancels all other withdrawals

• The system resets and shows the full balance as available

• No withdrawals are processed

• The behaviour is misleading, inconsistent, and prevents any payout

7. Request for Mediation

I am requesting Casino Guru’s assistance to:

• Investigate why withdrawals are cancelled automatically

• Clarify why the balance remains fully available after withdrawal requests

• Ensure that my pending withdrawals are processed correctly

• Review the casino’s withdrawal mechanism, which appears non‑standard and non‑functional

Still waiting for withdrawal to be processed…

Dear Zazou87,

Thank you for keeping us updated throughout the complaint.

I understand your frustration, particularly regarding the way the casino's withdrawal system works and the fact that funds requested for withdrawal may remain available to play. I can understand why you find this confusing and why you would prefer withdrawn funds to be separated from your playable balance.

However, your KYC verification has now been successfully completed, and we have also seen that the casino has processed withdrawals from your account.

Regarding the current withdrawal requests, based on the information available to us, they do not appear to have exceeded the standard 14-day waiting period that we apply before intervening in delayed withdrawal cases. At this stage, we therefore do not have sufficient grounds to conclude that the casino is unfairly withholding your withdrawals.

Your remaining concerns relate to the technical design of the casino's withdrawal and balance system, including how pending withdrawals remain playable and how withdrawal requests may be cancelled or reset. While we understand your dissatisfaction with how this system operates, reviewing or requiring changes to the casino's technical withdrawal mechanism falls outside the scope of our complaint-resolution process.

For these reasons, we will now close the complaint.

I appreciate your cooperation throughout the process. Should a withdrawal remain unpaid for more than 14 days from the date it was submitted, please do not hesitate to contact us again, and we will be happy to review the situation.

Best regards,

Jean