The player from Austria had been trying to get her account verified for four days in order to withdraw €3000. Although she initially received a notification confirming successful verification, shortly after, she was informed that a document was still missing. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to a lack of response from her.
HitNSpin Casino - Player faces delayed verification for withdrawal.
Amount: €3,000
HitNSpin Casino
Safety Index:Very highSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
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.
Automatic translation:
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1 month ago
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
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1 month ago
Translation
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)
Automatic translation:
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1 month ago
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
