The player from Austria had deposited 1200 euros on 11/4/24, but only 800 euros were initially credited. After resolving a problem on 11/15/24, another 200 euros were added, but 200 euros remained missing. Despite providing evidence and receipts, customer support had not addressed the issue. Since the player stopped responding, the complaint was rejected.
HitNSpin Casino - Player is facing issues with missing deposit funds.
Amount: €200
HitNSpin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 days ago
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1 month ago
Translation
Hello, on 11/4/24, I deposited 1200 euros, but only 800 euros were credited. A problem was resolved on 11/15/24, and an additional 200 euros were credited. Now, 200 euros are still missing, but customer support just doesn't understand the issue. I have sent all receipts and evidence, but they don't understand that I can only see 4 payments credited on 11/4 in my player account; 2 are missing that I cannot see. Please help me. I was directed here to file a complaint, and I'm really at my wits' end. No one understands the problem. Please help me.
Automatic translation:
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1 month ago
Dear Denise15,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HitNSpin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share a screenshot of your transaction history found in your player profile with the deposits visible?
- Could you please share proof of the transactions leaving your bank account?
- You can post screenshots here or send the information to my email at tomas@casino.guru
- If there is any relevant communication between you and the casino on the topic, kindly share it as well.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
Translation
Hello, I have sent you the required documents by email
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3 weeks ago
Thanks for your email.
Could you please also share with me your communication with the casino on the topic?
Have you used the casino's cashier menu to initiate the transactions via a payment gate?
Is there a way for you to show the deposits haven't returned to your bank account after you initiated the transaction?
My email is tomas@casino.guru
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3 weeks ago
Translation
I sent them an email with my bank statements but nothing came back. The communication was the same every day, it was being processed and I should be patient, then suddenly they said it was being processed first and they would forward it, everyone always said something different, some didn't check the error, really tedious. Do you need chat histories?
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3 weeks ago
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I have just sent you everything by email, bank statements, chat histories
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2 weeks ago
Dear Denise15,
Could you please confirm the issue has been resolved?
I'll await your reply.
