The player from Germany wins 3000 EUR but faces multiple issues withdrawing funds, including a 20% retention of winnings by the casino. After withdrawing 2400 EUR, the player encounters further complications with identity verification and a sudden blocking of the account due to claims of another old account.
HitNSpin Casino - Player's account is closed and withdrawal is delayed.
Amount: €3,000
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Case opened
Current status
Waiting for player to reply
6d 5h 10m 56s
Case summary
18 hours ago
Public
Public
22 hours ago
Translation
I made a deposit and finished playing with the bonus. I only had real money left and was lucky enough to win 3000 EUR. The first time I tried to withdraw, it was declined, and customer support told me it was because the amount was too high. The casino retains 20% of the total winnings, which I find unreasonable. Because of this, I could only withdraw a round number of two thousand four hundred euros, as the casino kept five hundred eighty euros. I find this to be a real nuisance. But that wasn't the end of it... Since then, I've had nothing but problems accessing my money. I had to verify my identity, which I did. Everything was 100% green, but suddenly they wanted another document. I sent it to them, and once it was fulfilled, my account was simply blocked. I contacted support to ask why, and they claimed I had another account that was supposedly very old—something they hadn't cared about for so many years, but now it seems crucial. Yes, and since then, I've been locked out, and this has been going on for a few days now.
Automatic translation:
Public
Public
18 hours ago
Dear Aura.123,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do you know about the other casino account?
Has anyone in your household or using the same IP address created an account at this casino?
Have you previously made any successful withdrawals?
Could you specify which bonus you received? Was it a welcome bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Aura.123 has 6d 5h 10m 56s to reply
