The player from Germany had confirmed that he requested a bank transfer payout of 590.00 € from HitNSpin on 15.03.2024, which had been approved but never arrived. Despite numerous appeals to customer support and filing a complaint, he had received only empty promises. After the player's interaction with us, we had requested the bank statement to verify the transaction. Shortly after our intervention, the player had confirmed that the payment had arrived. We then marked the complaint as resolved.
HitNSpin Casino - Player’s withdrawal has been delayed.
Amount: €590
HitNSpin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello, I am a verified user at Hitnspin. On March 15, 2024, I requested a withdrawal via bank transfer for €590.00. This was also confirmed. The money never arrived. I have written to customer support several times and also filed a complaint, but they just put me off.
Please provide support, even for a fee.
Thank you
Best regards
Thomas K.
[email hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
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3 weeks ago
Dear tttkog,
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.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Translation
I haven't had a payout before.
KYC verification was successful.
No bonus, so real credit.
Yes, transfer from 15.03.
Automatic translation:
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3 weeks ago
Dear HitNSpin Casino representative,
Thank you very much for getting in touch with us and replying so fast.
Dear tttkog,
Since the casino states that your winnings were paid out, could you please send me your bank statement from March? My email address is veronika.l@casino.guru. Thank you.
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3 weeks ago
Translation
The payment has arrived, the case can be closed. Thank you for your efforts.
Automatic translation:
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2 weeks ago
Dear tttkog,
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,
Veronika
Casino.Guru
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