The player from Germany had dealt with a prolonged withdrawal process. Despite having received confirmation on 08.01.2024, the funds had not arrived in the player's account. The casino’s support team had repeatedly asked the player to wait. The player had expressed dissatisfaction and had threatened legal action. The casino representative had requested the player to make a withdrawal request again, which the player had done. After some back and forth, the player had confirmed receipt of his winnings. The issue had been successfully resolved and the complaint had been closed.
HitNSpin Casino - Delay in player’s withdrawal process.
Amount: €2,500
HitNSpin Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.8
HitNSpin Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
Public
Public
11 months ago
Translation
I received confirmation of my withdrawal on 08.01.2024, but the money has still not arrived in my account. The support team has been telling me ever since to wait. My bank knows nothing about it, which implies that this awful casino has not even processed my withdrawal. Dealing with their customer service only leads to delay... for days now, they've been saying that my matter is being processed... but nothing happens! This is an absolute criminal casino!!!!! Their incompetence is unbeatable. Everyone, stay well clear!!!
Automatic translation:
Public
Public
11 months ago
Dear kroemer1312,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
11 months ago
Translation
Yes, in this "casino" you just have to wait. However, nothing happens either way. And there is no mention of waiting 14 days for payouts that the casino misses. It's a damn cheek of your "casino" not to pay. I have pointed out several times that I can also have the money paid out to my wallet and the "casino" will repeat its money from there and will have squandered it.
There is NOTHING in your terms and conditions about waiting 14 days!!! SO FINALLY PAY. ABSOLUTE CRIMINAL GANG!!! Stay away from the casino
Automatic translation:
Public
Public
11 months ago
Dear kroemer1312
Sorry to hear HitnSpin did not meet your expectations.
Can you please specify the disputed transaction ID?
Thank you in advance!
Public
Public
11 months ago
Translation
The customer service at hitnspin is a bunch of incompetent idiots. I was just back and it's always the same shit... your application is being processed. And then the banger, response from customer service, unfortunately it hasn't been processed yet. Three days ago it was still being processed. They blatantly lie to you. Unbelievable dirty shop!!!! Only assholes and criminals at work!!! The casino is the last shit. Keep your hands off it, you're just being taken for a ride here. Something like that belongs on the blacklist. Really the very last thing. Such criminals and liars are disgusting.
Automatic translation:
Public
Public
11 months ago
Translation
Latest statement from customer service...it's currently being worked on. They're kidding you here because the beams bend. Sowss of antisocial this store. HANDS OFF DEAR PEOPLE OF SUCH A CRIME SYNDICATE
Automatic translation:
Public
Public
11 months ago
I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.
I did not mention that the casino's Terms and Conditions explicitly state a 14-day period. At Casino.Guru, we handle delayed payment complaints only after the 14-day period following the expiration of the withdrawal request.
Public
Public
11 months ago
Translation
Yes to pay out, but if the casino is unable to transfer a payout correctly this is no longer possible. My lawyer is happy.
Automatic translation:
Public
Public
11 months ago
Dear kroemer1312
Once again, apologies for the inconvenience caused.
The ticket was raised to the PSP and they are investigating.
We will prioritize the request.
We've credited a bonus, hope you like it 🙂
Thank you for your patience!
Public
Public
11 months ago
Translation
That's all very nice, but I don't have any of it. I now rely on the money from my winnings!!!! I miss it!!!!
Automatic translation:
Public
Public
11 months ago
Translation
There you go, have your bonus back. It was a nice attempt, but I would like to have my winnings paid out immediately. To my my finity account. Everything else seems to be completely overwhelming for you. And please do it today!!! Thanks
Automatic translation:
Public
Public
11 months ago
Hello kroemer1312
The transaction turned out to be unsuccessful.
We are kindly asking you to make a withdrawal request once again.
Thank you for cooperation!
Public
Public
11 months ago
Translation
I ask that you transfer it to my wallet immediately. I have submitted a request for payment.
Automatic translation:
Public
Public
11 months ago
Hi kroemer1312,
Could you please confirm that you received your winnings already? I'd like to update the status of the complaint accordingly.
Thank you very much in advance.
Public
Public
11 months ago
Translation
Received money after a long back and forth. Thanks
Automatic translation:
Public
Public
11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, kroemer1312, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
