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I have been communicating with the chat for 4 days now to get my account verified so that the amount of €3000 can be paid out. I even received a notification that the verification was successful, and then 2 minutes later, another notification saying a document is missing again.

Ich schreibe schon seit 4 Tagen mit dem Chat damit mein Konto verifiziert werden kann damit der Betrag von 3000€ ausbezahlt werden kann. Es kam auch schon die Benachrichtigung dass die Verifizierung erfolgreich war und 2 Minuten später wieder eine Benachrichtigung dass wieder ein Dokument fehlt.

Hello vm42tsqfsb,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HitNSpin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I have uploaded the passport, passport with selfie, bank statement, cell phone bill, proof of income, fuel bill, online shop bill, ATM card front and back.

I write every day using the chat.

My bank statement was also accepted and then I received a message that my account had been successfully verified. 2 minutes later I received a message that another document was missing (proof of income)

Ich habe den Reisepass, Reisepass mit Selfie, Kontoauszug, Handyrechnung, Verdienstnachweis, Tankrechnung, Onlieneshoprechnung, Bankomatkarte Vorderseite und Rückseite hochgeladen.

Ich schreibe jedem Tag mit dem Chat.

Es wurde auch mein Kontoauszug akzeptiert und danach erhielt ich die Mitteilung dass mein Konto erfolgreich verifiziert wirde. 2 Minuten später erhielt ich eine Nachricht dass wieder ein Dokument fehlt (Verdienstnachweis)

Hello vm42tsqfsb,

As stated above, verification may take up to 14 days so I would only recommend to wait for now and forward all the requested documents to the casino even if they requesting it multiple times.

Please let us know in case it would take longer or in case of any update in the case.

Regards,

Nick

Dear vm42tsqfsb,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.