The player from Germany had deposited €500 into their gaming account, however, the money was not credited. The player had contacted customer support, who initially mentioned a 5-day refund period. Despite this, the funds remained missing and communication with the casino became inconsistent. We had reached out to the player for more information but received no response, leaving us unable to further investigate or provide potential solutions. The casino had contacted the payment service provider who confirmed that the transaction was unsuccessful and the amount was likely on hold, soon to be credited back to the player's bank account. Due to the lack of response from the player, we were forced to reject the complaint.
HitNSpin Casino - Missing €500 deposit from player's account.
Amount: €500
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Hello,
I attempted to deposit €500 on 28.03.24. The money was debited from my account, but has not been credited to my gaming account.
Initially, the live chat support told me that it could take up to 5 days and that I would receive a refund within this period.
However, this has not happened and now I'm receiving strange responses from them.
I am not at all satisfied and I highly discourage anyone from using this site.
I don't even know what other information the customer support team requires and they are vaguely referring to weeks and days. According to my bank, the money was directly sent out.
On top of that, they even have the audacity to claim that it doesn't depend on them.
Automatic translation:
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8 months ago
Dear Onuaaaa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Could you please advise if it was your first deposit in this casino?
- Please forward your payment receipt to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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8 months ago
Dear Onuaaaa
Sorry to hear about your issue.
We've contacted the PSP, and they confirmed, that the transaction is not successful, most likely the amount is now on hold and will soon get credited onto your bank account.
Kind regards
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8 months ago
Dear Onuaaaa,
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.
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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
