The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn’t been received at that point. The player had reported that their account had been verified, but the withdrawal was still not possible. The casino's support had informed them that the account needed further verification, which could take several days. However, the issue was later resolved as the player confirmed that the casino had paid them. We then marked the complaint as 'resolved' in our system.
HitNSpin Casino - Player’s winnings haven’t been received yet.
Amount: €5,000
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
1 year ago
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1 year ago
Translation
I've been attempting to make a withdrawal and verify my account for the past 11 days. I've submitted all the necessary documents for KYC... I've been contacting the support team almost daily to inquire about the status of the verification.. with the same reply every time... I should wait... I will continue to update on the reliability and fairness of Casino Hitnspin and how things turn out. I hope that you can assist me with this.
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1 year ago
Dear Cosmo28,
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,
Complaints Resolution Center
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1 year ago
Translation
When I asked again, my account has now been verified, but withdrawals are still not possible because my account now needs to be verified, which, according to support, can take several days or longer... I have never experienced such a difficult withdrawal in an online casino.
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1 year ago
Translation
Hello, you can close the complaint the casino paid me.Thanks!
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1 year ago
Dear Cosmo28,
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
