The player from Germany encounters difficulties withdrawing funds after making requests on July 1st and 2nd, 2024, using a new prepaid credit card. Due to a misunderstanding regarding reference details required for the transfer, the funds have not reached her card. Despite multiple communications with the casino and providing evidence that the funds were not credited, the situation remains unresolved.
HitNSpin Casino - Player's withdrawal has been delayed.
Amount: €150
HitNSpin Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 8h 19m 57s
Case summary
15 hours ago
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1 week ago
Translation
Hello,
I requested withdrawals from the mentioned casino on 01.07.2024 (€50) and 02.07.2024 (€100), because at this time, I used my new prepaid credit card for the first time (I had never owned one before). My bank didn't inform me via postal mail that every transfer to the credit card must include the card number as the reference. As a result, the specified funds never reached me. This issue came to my attention shortly after the withdrawal requests, and I informed the casino (since I had attempted to deposit money onto my credit card, and it was redirected back to my main bank account). I communicated this to customer support in the live chat and requested that if the transfer hadn't occurred yet, they should include the necessary details. I was assured it wasn’t necessary, although I provided the card number anyway.
Since then, I have made multiple attempts to resolve this with the casino, which, after I requested the transfer proofs, left me waiting for months and repeatedly stalled correspondence attempts. I contacted the casino about this via live support and email. Last week, I finally received the statements (indicating the money was successfully transferred), which settled the matter for the casino. However, to this day, the funds have not been credited to my credit card. I sent the casino my credit card statements as proof that no incoming funds were recorded. I have continually pointed out that the funds have likely been refunded by my bank, asking for verification. In case this happened, I provided the casino with an alternative transfer method, which I now use consistently with this casino. Through this method, all subsequent withdrawals have been processed smoothly and quickly.
Please help to resolve this with the casino.
Automatic translation:
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1 week ago
Dear thzgwntfcy,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HitNSpin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly one of the payout you requested in July reached your bank account (50€) , while the other payout didn't (100€)?
- Have you opted for a bank transfer method when requesting these two payouts?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 week ago
Translation
Hello and thank you for the quick reply, I have already sent the documents to you via the email link, since I kept all the correspondence, it was quite extensive.
Since the casino made me wait over five months, 7 days are still to go, I can say that I can be patient for that long.
Best regards
Automatic translation:
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1 week ago
Dear thzgwntfcy
Thank you for the complaint.
Frankly speaking, it's a bit tough to understand what is wrong from the complaint above.
Can you please specify the disputed transaction ID?
Kind regards
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16 hours ago
Dear thzgwntfcy,
On the screenshots you uploaded with your original post, the transactions from your casino's transaction history appear as bank transfers. From my understanding, these transactions should appear directly in the specified bank account.
- Could you please explain whether the money reached your bank account back in July 2024?
Thanks in advance for your reply.
Casino Guru is examining the case
