The player from Germany had experienced difficulties withdrawing his winnings after playing with a no-deposit bonus and completing all wagering requirements. He had also successfully completed the KYC procedure. The casino, however, had declined his withdrawal and was reported to have created new rules to prevent it. After the player made a deposit and requested a withdrawal again, the casino confirmed that the amount of 342.11 EUR had been sent. The player received only €306 due to the currency conversion rates, over which the casino had no control. The issue was deemed resolved by the Complaints Team.
HitNSpin Casino - Player’s withdrawal has been declined.
Amount: €342
HitNSpin Casino
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Hello.
I have played with a no deposit Bonus (50 Freespins) from:
https://wettformat.com/at/hitnspin-casino-bonus-ohne-einzahlung
After fullfilling the wagering requirements I was transfered 35 € to "real money", as per Bonus conditions up to 100 € are withdrawable.
I than passed a complicated KYC procedure and was told that after that withdraw was possible. I explicitly asked also if a deposit is needed, but Chat said no, just KYC.
Also in the Bonus details it does not mention anything.
So I wanted to deposit but it was still declined.
Thats not right.
Casino is not backing up or being any customer friendly regarding the issue.
Also the case is clear, I fullfilled all requirements to withdraw, now they try to invent new ones, just to decline a withdraw.
Would it have been stated in the bonus conditions that a deposit is needed I would accept, but as you can see it is clearly NOT.
Thanks v much for your help.
Carlos
Public
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7 months ago
Dear CK1986,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the general Bonus Terms and this is what I found regarding no-deposit bonuses:
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.
Do I understand correctly that you successfully passed the full KYC verification?
Have you made any deposits into the casino?
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
Public
Public
7 months ago
Translation
Hello
Thanks for the feedback.
I have completed the KYC procedure.
I have not paid
https://hitnspin247.com/bonus-terms
There is nothing about this in the bonus terms and conditions. It was also not mentioned on the site where I registered.
I also asked explicitly in the chat (I can provide a screenshot), and here too the customer service told me that I only needed verification. If this is incorrect information (which I don't believe at this point), the casino needs to be accommodating, as it is misleading.
Vg
Automatic translation:
Public
Public
7 months ago
Hello, CK1986
According to Bonus T&Cs (https://hitnspin247..com/en/bonus-terms):
"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."
Hope this clarifies.
Kind regards
Public
Public
7 months ago
Translation
Hello.
Well, your chat gave me different information.
I have now made a deposit, implemented it and now requested a withdrawal.
I'm curious if it works...
Kind regards
Automatic translation:
Public
Public
7 months ago
Translation
Hello
I received the payment. However, I only received €306 instead of €342...
Why this?
Automatic translation:
Public
Public
7 months ago
Hello CK1986
We'd like to confirm that there was commission applied by the casino.
The only difference may be is due to currency cross exchange rate, since FIAT-crypo rate is not stable.
Regards
Public
Public
7 months ago
Dear CK1986 and HitNSpin Casino representative,
I'm glad to hear that this issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Regarding the difference between your withdrawal request and the actual amount received, please understand that casinos have no influence over transaction fees or currency exchange rates. The casino is not responsible for the currency conversion rates available on the market.
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,
Veronika
Casino.Guru
