HitNSpin Casino - Player needs assistance with document verification.

Required Documents for KYC's Proof of Payment and Another Document

Please let me know what valid documents are needed to clear these!

Dear donto15444,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the KYC section of the casino and this is what I believe that the proof of payment may be either

A photo of the payment card, used or intended to be used in depositing on the Website. It is important, that the name of the cardholder must be the same that the name of the user that passes the Verification. CVV code, payment card number (except for first 6 and last 4 digits) may be hidden or covered. The cardholder`s name must not be hidden or covered in any manner.

Or:

A copy of your bank statement

Please keep in mind that the copy of your bank statement should contain the name of your bank, your personal information (name, address, etc.), and the deposits you made into the casino.

Could you please advise if you uploaded the photograph of your payment method or your bank statement to your casino profile?

Have any of your identity documents been approved by the casino?

Have you contacted the casino customer support regarding the troubles with your verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your quick response.

I have tried to contact you several times via email from the website, but the screen to enter text will not appear.

I mentioned this a couple of times in chat, but the conversation didn't go well.

Japanese users will love HitNSpin Casino even more if they can create a contact point with automatic translation.

I would like to see an answer to two more questions.

1. A photo of the payment card used or planned to be used to make a deposit on the website. It is important that the cardholder's name is the same as the name of the user who passed verification. CVV code, payment card number (excluding first 6 digits and last 4 digits) may be hidden or obscured. The cardholder's name must not be obscured or obscured in any way.

or:

Copy of bank statement

I realized that this is the case.

If you are currently using the card you plan to deposit on the website,

We are currently verifying this, but there were no problems here.

A copy of the bank statement is not required if

Is it okay to recognize this?

2. If you do not need a copy of your bank statement

Withdrawals will be possible once KYC verification is complete.

Are you sure this is your understanding?

I'm sorry, I am not sure I understand your problem. Could you please specify which of the documents you sent to the casino for verification? Have any of your documents been approved? Has the casino requested some additional documents from you?

Thank you for contacting us.

I received an email regarding KYC.

They asked me to show my passport

I don't have a My Number card.

I'm asking if it can be used as a substitute for a passport.

I have taken pictures of my driver's license, utility bill, bank cash card, and my My Number card and sent them. The upload has been completed. It says "Please wait for approval" and nothing is happening.

I have also sent an email to support, but how long should I wait for a reply?

Could you please specify when exactly you submitted these documents?

Please submit by January 31st.

I have sent several emails to support, but even when I inquire about my child other than KYC, the only reply I get is about the passport. Is it absolutely impossible to get a child without a passport?

I have inquired about this through chat a few times, but everyone has told me the same thing - that I need to check the website.

What should I do?

From the screenshots you sent us, it seems that the casino is missing a photo of you holding the passport or ID with the casino website in the background. Have you provided this photograph to the casino?

I don't quite understand the point of using a photo of an ID card against a website background.

Could you please give me some more specific advice? Sorry.

For optimal verification, please capture a photograph of yourself holding your ID in one hand, ensuring that your face and the ID are clearly visible, with the computer screen displaying your casino profile open in the background.

I'm sorry for the late reply.

For optimal authentication, take a photo with your ID in one hand, your face and ID clearly visible, and your computer screen open with your casino profile in the background.

↑↑

As instructed above, I took a photo today.

I'm sorry for the late reply.

For optimal authentication, take a photo with your ID in one hand, your face and ID clearly visible, and your computer screen open with your casino profile in the background.

↑↑

As instructed above, I took a photo and completed the casino KYC verification today.

Do I understand correctly that you successfully passed the full KYC verification? Please let me know if there is anything else we can help you with, or if this complaint may be closed.

I received an email that seems to indicate that KYC has been completed.

The lock on the website had also been lifted, so I tried joining the tournament and was able to take part!

I understand the deposit screen, but I don't know where to withdraw money.

I would like to know.

Dear donto15444

According to T&Cs:

"9. At least one deposit must be made by a player who used any of the no-deposit offers to meet the KYC requirements and following the AML policy.

10.Upon claiming a no-deposit bonus, players should be aware of a maximum cashout limit on winnings from the bonus. This limit is clearly stated in the bonus terms. If a player's winnings surpass this limit, the excess will be deducted when they withdraw.

This rule aims to ensure fair play and equal distribution of bonuses.

- When a player makes a deposit after claiming the no-deposit bonus, the maximum cashout limit will be increased by the amount of the deposit.

- Once the withdrawal is made, this limitation is voided.

- The rule applies if the withdrawal amount including the wagered no-deposit bonus exceeds 500 EUR.

- To continue playing without limitations regarding the amount of winnings, you need to first withdraw the winnings gained from wagering a no-deposit bonus and then make another deposit.

Example: If a player gets 50 Free Spins as a no-deposit bonus and wins 100 EUR, after meeting wagering requirements and a maximum cashout of 500 EUR is set, any winnings above 500 EUR will be removed at withdrawal. However, if the player subsequently makes a deposit of 100 EUR, the maximum cashout limit will be increased by the amount of the deposit. Therefore, the new maximum cashout limit would be 600 EUR (500 EUR initial limit + 100 EUR deposit)."

Hope this clarifies.

Kind regards

It was quite some time ago that I received a no deposit bonus.

There shouldn't have been any restrictions on withdrawal amounts at that time, and I think I can actually find people who were able to withdraw more than 500 euros.

Is it correct to say that I can only receive 500 euros?

Hello donto15444

Yes, that is correct.

Regards

Dear donto15444,

please understand that no-deposit bonuses usually come with specific terms and conditions and the amount of maximum possible winning amount is often limited. If you wish to withdraw money from free play, you have to abide by the casino's rules. According to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Have you made a deposit to the casino yet?

Dear donto15444,

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.

Looking at the posts of other users here, I think there are some cases where they made a deposit after winning money with a no deposit bonus and successfully withdrew more than 500 euros.

It took me more than a year to build up my balance to 127,158 euros, so I'm a little confused that I can only withdraw 500 euros.

Just to make sure I understand your situation completely:

You activated a no-deposit bonus a year ago, and you have not withdrawn anything yet? Have you made any deposits into this casino?

Dear donto15444,

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.

When I tried to make a deposit, I was told that I needed to confirm my KYC again. I have about 10 files of my driver's license submitted before, which is the maximum number, so I can't post a new photo unless I delete the previous data, but I don't know how to delete them, and my deposit will be rejected unless I clear this.

Why are they asking me to go to so much effort?

Hello,

The player was requested the following:

1) Photo of the card 433287***0154

2) Selfie with the card 433287***0154

Regards

Even after my account was updated and my RealBalance was 500, I was unable to deposit several dozen times, and when I finally thought I could deposit, it had increased to 700€, so I let my guard down. Without my knowledge, the amount per spin had been changed to the maximum of 50€, and by the time I realized it, I had only about 40€ left, so I was in despair.

It turned out to be a great use of it.

This is the first time I've ever wasted so much emotion and time.

learned a lot.

Do I understand correctly that you played away your winnings? What is the current balance in your account, please?

That's right.

Your balance is 0.

thank you very much.

I'm very sorry, but since you lost your balance playing, we are unable to continue with the investigation. This complaint will now be closed. Thank you for your understanding. I apologize that we could not be of more help on this occasion. Please do not hesitate to contact us if you encounter any issues with this or any other casino in the future.