HitNSpin Casino - Player's winnings withdrawal was rejected.

Dear Friends at CASINO Guru: On Wednesday, May 22, 2024

I can remember the very day I stumbled on your platform and And I decided that this is a platform for me to really get the best information and very very concise information of the safest and most enjoyable platforms to play online casino. 

Guru you became my most coveted reliable source along with Ask Gamblers as a new player in 2020 and someone that was killing time during the pandemic after shutting down my successful boutique PR firm in Toronto. I continue to use online casinos as an outlet of enjoyment and a place to enjoy my time of gambling secure, safe and also with the understanding that are guidelines in how an online casino is to operate fairly and without prejudice or in any fraudulent or manner of trickery.

It's saddens me after 4 years of playing online casino and winnings into the thousands that I successfully earned played and enjoyed learning the process of withdrawing those earned exciting winnings on various other platforms that provided clear and concise guidelines on how to withdraw successfully. 

There is a casino on your site HitnSpin that you reviewed and given it a 9.5 even though there are numerous complaints. The numerous significant complaints highlight that this casino has significant gross exercises of withholding winnings from their customers and providing unclear directions, options and extensive roadblocks that challenge their customers from making their withdrawals. I even see casino Guru has actually been engaged with securing winnings from HitnSpin and withdrawals of some of your own readers and customers to casino Guru.

This is the first time I have ever encountered anything like this and it saves me because it taints a very bad image and perception of what I know this industry is not which is enjoyed by thousands and employs so many people around the globe who work at legitimate sites that don't operate with ill intent.

I started my withdrawal process on the 5th of May and after an extensive verification process that included me sending selfies with myself and my ID card and credit card in which I paid for my bonus along with my IDs and numerous other iterations of verification I made my withdrawal to my credit card. Then I was told that there are technical difficulties and we cannot withdraw to any of our cards. Then I withdrew through the bank transfer and asked my bank to rep stay on the line with me and to help me fill in the information in which we filled in the correct information and I did my withdrawal.

 The money then sat in my account for a week and then finally it came to the status of being processed in which on numerous occasions I was told by various reps in which I have actual screengrabs and copies of being told that it's coming do not worry do not worry it's coming. This has been going on since the 10th of May.

 After that since the 10th of May and waiting and being told almost every other day that it's on its way and that it's with the third party and the third party has the funds I log in and yesterday I see the $600US that I've been trying to withdraw since the 5th of May back into my account with a status of Withdrawal rejected on my profile.

 Upon contacting various reps I'm being told no specific clear answer that it's being rejected for technical difficulties. I keep asking about these technical difficulties and I am not getting any clear consistent answer when they have been telling me that it's being processed and that it's on its way for the last two weeks. This is unacceptable. I am feeling abused, led on and played with in the worst deceitful way.

Casino Guru I'm asking you please for your help here as I'm at a loss and don't know what to do. They currently have switched that you can't do Bank transfers to Canada Canada no longer comes up as a selection and they keep telling me to do my withdrawal over and there is no feasible way that I currently can withdraw my winnings and cash even to the credit card - Canadian Tire Mastercard which they verified that I bought the actual bonus with. This is not a casino. I feel Casino Guru can have a 9.5 on your trusted and credible platform without compromising the authentic trusted expert information and value you bring to your site visitors daily. I would love your help please in securing some resolution of this matter to secure my winnings and please note every communications and screen grabs of conversations and status from the winning spin right up to todays customer service rep conversation…this is not fair play and not good for the industry or business.

Thank you kindly in advance for your attention to this matter Casino Guru. It is greatly appreciated.

Sincerely 

Lowell H***

SCREENGRABS, IMAGES OF VERIFICATIONS AND PROCESS TOWARDS WITHDRAWAL attached. see attached RELeVANT PROOF OF WINNING VERIFICATION WITHDRAWAL AND REJECTION ALONG WITH UNCLEAR AND NON ACCEPTABLE

Dear RUDDYARD,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you made any successful withdrawals before? Is there any alternative withdrawal method that would be suitable for you?

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

Best regards,

Kristina

Hi Kristina I'm really elated to hear from you and thank you so much at the casino Guru for taking up my matter as the concerns really are not just that the fact that it is really significantly difficult to do simple withdrawal and having it seamlessly go through a a rigorous process. It is the manner in which the casino informed me that everything was fine and that it is being processed and to expect the funds shortly and I was able to do a bank transfer with Canada as an option which they now weirdly and ugly have removed Canada as an option for bank transfer.

 Also as in most casinos you're able to withdraw directly back to your card and credit card that you used to pay your bonus. Not that you cannot only withdraw back to the original card you charged to pay for your bonus. They have been saying that they're experiencing this technical difficulties for well over 3 weeks now and hastily rush you off the chat. and as you see on your site there are others months earlier who have experienced the very very same experience at this casino.    Something is terribly wrong here because not only is this not a novel situation with a customer at this casino, they seem to be having the same retroactive issues with numerous other customers on their site. and Christina in my interaction with the Reps in regards to getting a solution or Consulting with regardless of what the status is let me tell you it really did not sit or feel right. Their answers were weird and inconsistent and not aligned with each other and very very vague.

 Even to the point that when I mentioned should I sign up for Skrill s k r i l l the rep then said well if you do try to withdraw using Skrill you will have to do your verification process all over again and I was like what!!. So there is a hesitancy and a significant effort that is being made so customers cannot withdraw their funds seamlessly legitimately and fairly.

Is there a way I can share with you a PDF file with everything and the chats....you will see .

Again so appreciated Kristina

Hello RUDDYARD

We are sorry to hear you are facing issues with the withdrawal.

And congratulations on your win!

We've checked the log, and it says "general error" for the cancelled, in most of the cases this indicates that our PSP is unable to withdraw funds onto your card/bank account.

We strongly suggest using alternative withdrawal methods, that are available within the cashier.

Would you like us to apply a gambling limit, just to make sure the money does not get played out?

Kind regards

I came to your site and platform encouraged by its new and refreshing Simplicity and look and feel. The customer service and functionality on the side seems easy, courteous and engaging. Thank you for congratulating me on the win which was of course a very pleasant surprise and one of the many exciting factors and why I casually play online casino slots on various reputable online casino platforms.

I am a little shocked that there is the excuse of technical failure not for one day, or two and or three but for weeks by your casino to not fulfil your customers withdrawals and payments during their fair play and engagement with HitnSpin. This seems to be a big issue with numerous customers to your site being able to deposit with their funds various cards and banks into the casino but ionically cannot withdraw to the very same financial institution - card or bank they made the deposit with even after going through your very stringent verification process.

I have no issue with the very strict verification process as someone who works in a profession as senior strategist with a leading global company in a field that significantly knows about third party Payment Solutions Providers and their functionality, one particularly with technology, advancements - innovation, services and software. It's important.  

But with all due respect, look at the screen grabs it is unacceptable my friends that you think it is compliant with good standards for your players - customers who deposit on your site would have to hit so many roadblocks to get their funds out . You have had technical difficulties from the time I proceeded to withdraw funds to a bank account and also credit card which both have received withdrawal funds previously with ease from other casinos seamlessly and as it should be without excuses.  

I truly enjoyed my time and would have been a regular player and I don't need you to add any and I repeat LIMIT RESTRICTIONS TO MY ACCOUNT (no).  

I WILL NOT RETURN FOR PLAY UNTIL i SEE THAT hITNsPIN CAN FULFIL AN HONEST AND CLEAR WITHDRAWAL.

I have now tried with Skrill as suggested by one of your representative agents and I hopefully we can fulfill this as soon as possible and I'm thank you in advance for your corporation and expedient attention to this matter thank you so much.

Lowell H***

Hello everyone,

Thank you both for your replies.

RUDDYARD, hopefully, this withdrawal request will be processed successfully. I will keep this complaint open until you confirm your withdrawal has been credited. Please keep me informed about any further developments.

Hello, RUDDYARD

Can you kindly confirm you've received the winnings?

Kind regards

Dear RUDDYARD,

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.

Hello Kristina and Friends at Casino Guru:

I am grateful for your assistance and care you have shown with my matter with HitnSpin. I am happy to share that the winning funds were able to be withdrawn finally to a Skrill account only but not to either the Mastercard or direct bank deposit. This is acceptable and I glad this ordeal to withdraw funds as a first experience such as this is over and fulfilled.

I will return to HitnSpin as I did enjoy the platform and do believe they have overall good RTP play on their platform. Thanks again as I truly understand the value and role Casino Guru plays in providing assistance is important for casino players as myself.

Sincerely,

Lowell

Dear RUDDYARD,

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