The player from Germany had had a pending withdrawal of 1350 Euros with an online casino that had remained 'processing' for an extended period. The casino had initially reversed the funds back to the player's account, claiming the deposit had not been wagered. After the player had fulfilled the wagering requirement and requested withdrawal again, the status had remained unchanged. The player had been worried about the casino's solvency and had raised concerns about the repeated reversal of his withdrawal requests. Eventually, after opting for a withdrawal via cryptocurrency, the player had received his funds and had expressed satisfaction, thereby resolving the issue.
HitNSpin Casino - Player's withdrawal has been delayed.
Amount: €1,480
HitNSpin Casino
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Dear Sir/Madam,
I had a withdrawal of 1350 Euros pending with Hitnspin since April 9th.
I am fully verified there and haven't been playing with a bonus or anything like that.
The withdrawal was supposed to be transferred via Mifinity (eWallet).
On April 9th, I requested my first two withdrawals at Hitnspin (both via Mifinity).
One was for 50 Euros and the other for 1350 Euros.
At Mifinity, I am fully verified. I have made deposits with it and all those deposits are also verified.
On April 10th, the 50 Euros arrived in my Mifinity account.
On April 11th, the status of the 1350 Euros withdrawal request was marked as "processing".
After that, NOTHING happened for 12 days.
On April 23rd, the 1350 Euros were reversed back to my account without any comment.
Only when I wanted to request the withdrawal again, a note appeared.
"Please mind, your deposit was not wagered, the commission will be applied according to 8.12.5.
To wager your deposit in full, please make bets for at least 82,30 Euro".
This statement is not even remotely logical and
it is complete nonsense since my deposits (provable at any time) have been wagered many times over.
Anyway, I was then forced to wager the required 82,30 Euros quickly, and the 1350 turned into 1480 Euros.
I requested the immediate withdrawal of these 1480 Euros in two parts (once 380 Euros and once 1100 Euros) on the same day (April 23rd).
On April 25th, the withdrawal request for 380 Euros was changed from "new" to "processing" and on April 27th, the 1100 Euro withdrawal request was also changed to "processing".
Since then, nothing has happened (again).
The withdrawal should be conducted via Mifinity as mentioned.
Mifinity is an eWallet.
There are no procedures to carry out there.
As soon as Hitnspin would transfer the money to Mifinity, it would be (unlike bank transfers etc.) immediately available.
If you require any documents, screenshots, or the like, I will, of course, send everything to you at any time.
Thank you in advance for your efforts.
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7 months ago
Dear Kettar,
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,
Kristina
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7 months ago
Translation
Hello Kristina,
First of all, thank you for opening the case.
I was aware that you should wait 14 days.
However, I requested the payout for the first time on April 10th.
The chargeback on April 23rd with the justification and reference in the terms and conditions that I had to turn over the deposits at least twice is completely far-fetched.
As mentioned, I have proven that I have implemented the deposits many times.
Therefore, the chargeback of the money with the absurd justification should not count and
The withdrawal request would have to be valid from April 10th.
Best regards,
Kettar
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7 months ago
Thank you for your reply, Kettar. I understand your point of view, but you requested a new withdrawal, therefore there should be two full weeks to process payment. I will keep this complaint open and if the payment gets canceled, or there’s no development by the end of this time frame, please, let us know and we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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7 months ago
Translation
Thanks for your answer.
Based on your response, I have just logged into Hitnspin and seen that the withdrawal request of 1100 euros (to Mifinity) has already been credited back to the player account today.
This time without explanation, as I received neither an email nor a message or explanation in my player account.
The second withdrawal request of 380 euros (also to Mifinity) is still pending (being processed).
That doesn't make any sense, does it?
Due to the almost embarrassing, completely unfounded reasoning behind the first chargeback,
and similar actions reported by other Hitnspin customers, I seriously fear
that Hitnspin would perhaps even like to pay, but is insolvent from time to time and has to invent reasons to gain time until the next money comes in, in order to then be able to make some withdrawals again, at least with smaller amounts.
Anything else would be difficult to believe and understand.
Anyway, I have now brought the 1100 Euro back to the payout (Mifinity).
But I'm pretty sure that the withdrawal request will be put back on (being processed) in a few days and one or two weeks later the same thing will happen and it will be credited back to the account without any explanation.
I'll just have to wait and see and will report as soon as there is a change, both positive and negative.
Best regards,
Kettar
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7 months ago
Translation
I just asked in the chat whether you can see why the payment was refunded this time.
Even got an answer...
"Thank you for your patience. I see that your withdrawal was cancelled due to technical reasons."..
Well.. This time at least it was "technical reasons ..
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7 months ago
Dear Kettar
Apologies about the inconveniences caused.
Would you consider withdrawing via bank transfer?
Regards
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7 months ago
Translation
Dear Hitnspin Casino,
thanks for your answer.
I do not consider a payout via bank transfer.
I want to keep my bank account clean and not use it to make deposits or withdrawals from casinos or similar.
Since it is apparently not possible to pay out the money to my Skrill or Neteller account (which is also what I used to deposit), I would like it to be transferred to my Mifinity account.
It is enough for me that you apologized for the inconvenience and said that the payout will be made to my Mifinity account.
Whether it will arrive a day earlier or later is not so important to me.
Thanks for your answer
Edited
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7 months ago
Translation
So that's pretty cheeky.
This afternoon, both the 1100 Euro and the 380 Euro withdrawal requests on Mifinity were credited back to the Hitnspin account.
When I went back to withdrawal, the option to withdraw with Mifinity was no longer available.
For me, the only withdrawals now are via bank transfer (which I rejected with reasons in the last post) and via crypto.
Although I had nothing to do with crypto (until now), I had no choice but to open a wallet at Bitcoin.com and verify myself there.
Afterwards I made a 1480 Euro withdrawal (Ethereum) to the Bitcoin.com wallet at Hitnspin
requested.
I'm curious to see what you'll come up with next.
Dear HitNSpin Casino,
Can you please give a time frame as to when your casino will be able to pay again and when I can expect the payout?
If everything really has to do with technical problems, then a quick payout with the new payout request (Ethereum) shouldn't be a problem?
As soon as something new happens and possibly even the payout arrives, I will report this immediately so that the casino can be rehabilitated as quickly as possible.
Best regards
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7 months ago
Translation
Ladies and Gentlemen
The money has just arrived in my Bitcoin wallet.
Since the Crypto withdrawal request was processed relatively quickly, I would like to believe that the previous withdrawal requests actually failed due to technical problems and would like to hereby fully rehabilitate Hitnspin Casino.
I would like to thank Casinoguru for the referral.
Nice to have you.
The complaint can be closed due to the positive outcome.
Thanks and best regards
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7 months ago
Dear Kettar,
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
