The player from Germany had raised a concern about a delayed payout of 900 Euros from an online casino. He had been worried due to past experiences and negative reviews about the casino. The player had also encountered issues with his proof of residence during the verification process. However, the casino had confirmed that all withdrawals had been paid out. Ultimately, the player had confirmed receipt of his winnings, and the issue had been successfully resolved.
HitNSpin Casino - Player faces payout delay concerns.
Amount: €900
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Today, I requested a payout of 900 Euros, but due to the numerous negative reviews, I have decided to file this complaint. I recall that in my last withdrawal request, I waited in vain for a week as the payout remained in processing. Meanwhile, other casinos take just 3 days, but it seems to take months here. The customer service informed me that it could take much longer without verification, possibly weeks. Now that I have submitted all the necessary documents, I hope to receive my payout soon. I will retract my complaint as soon as this occurs.
Automatic translation:
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9 months ago
Dear mauricedannhl,
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,
Kristina
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9 months ago
Translation
So today I got the message that my proof of residence was not correct, it supposedly says a different country. I uploaded my current registration certificate and an invoice from my energy supplier, both of which supposedly didn't match my address
Automatic translation:
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9 months ago
Hello all
According to our records, there are no pending/new withdrawal request.
All has been paid out.
Kind regards
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9 months ago
Dear mauricedannhl,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
