The player from Germany had requested a withdrawal prior to submitting their complaint. Unfortunately, their winnings had not been received yet. The player reported that a withdrawal of €500 from August 20th, 2024, was still being processed, while additional amounts of €500 and €330 were deposited on August 30th, 2024. However, it was determined that the player had operated multiple accounts, which was against the casino's rules, resulting in the rejection of the complaint and forfeiture of the winnings.
HitNSpin Casino - Player’s withdrawal has been delayed.
Amount: €1,700
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
HitNSpin Casino has a Safety Index of 9.8, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello,
I wanted to ask you about a situation I encountered. I created an account at the casino using a Czech email address. Later, I stopped using that email address and created another account at the casino with a German email address. So, only the email address was German. I won a large sum of money on this account, which made me very happy. However, then I was informed that the winnings would not be transferred to my account and that the account was immediately blocked. Despite having left a lot of money there. Is there any way to address this issue?
Kind regards,
I. Aktay
Automatic translation:
Public
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2 months ago
Dear ivinin123,
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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2 months ago
Translation
Hello, I still have a gaming account at Spinanga Casino and a total of €1330 to withdraw. I withdrew the first sum of €500 on August 20th, 2024 and it is still being processed. The other amount is €500 and €330 too, but they were deposited fairly recently on August 30th, 2024. Nothing is happening. Please help me? The employees just say we will pass it on.
Best regards
I.aktax
Automatic translation:
Public
Public
2 months ago
Dear ivinin123
Your main account is iva***aktay@email.cz
It is strictly prohibited to have multiple accounts/receiving multiple bonuses onto several accounts.
Thank you for understanding.
Regards
Public
Public
2 months ago
Dear ivinin123,
As explained by the casino, creating multiple accounts is against the casino rules and unfortunately, you are not entitled for your winnings.
I would also like to ask you to submit a new complaint if it's related to a different casino.
Is there anything else we can assist you with regarding HitNSpin?
