The player from Sweden had faced issues with the withdrawal of her winnings from the online casino, despite having completed KYC. She had tried various withdrawal methods for over two weeks, but all her attempts had been unsuccessful. The casino had attributed the delay to technical issues and external PSP (Payment Service Provider) processing times. After numerous attempts and communication with the casino and the Complaints Team, the player had finally received all her winnings. The Complaints Team had assisted by facilitating communication between the player and the casino, and by providing guidance to the player throughout the process.
HitNSpin Casino - Player's withdrawal is delayed.
Amount: 27,000 kr
HitNSpin Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
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For over 2 weeks, I have been attempting to withdraw my winnings. KYC is complete. I've emailed and conversed via chat. I've tried bank transfer and mastercard/visa. Now with MiFinity. They also keep waiting the maximum number of days before anything happens. I feel as though the chat representatives are getting tired of my enquiries. No, I do not believe that a 9.2 is a fair rating for Hitnspin. The last I heard was that I should hear back within a few hours...😞
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8 months ago
Dear Raijsan66,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- During your attempts to withdraw your winnings were your requests cancelled?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- When did you request a withdrawal from the casino? Is it still pending in your account?
Looking forward to hearing from you.
Best regards,
Tomas
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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8 months ago
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Hello Hello. On 28/3 I questioned for the first time why my withdrawal had been rejected. They replied that I needed additional kyc. I sent this to them. Then I tested again. Got rejected again. They said it was a technical problem. They asked me to make another withdrawal. I tested again. Declined again...I tried both bank transfer and mastercard/visa. Apparently didn't work. They kept saying they are sending someone in authority to check the problem. Now I have tried Minfinity. My requests have been approved for withdrawal each time. Every time after about 5 days they have withdrawn money from my game account and it says progress.
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8 months ago
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Hello again. Now I have received some 350 euros for Mifinity. Maybe the rest will come in a few days☺️. Hope. But in any case, things have gone awry and no one has been able to answer why...
I wish you a nice evening🥀
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8 months ago
Dear Raijsan66, Thank you very much for the update. We will keep this complaint open until you confirm the rest of your funds were received successfully. Please keep me informed about any further developments.
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8 months ago
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Hello Hello. I have not yet received the rest of my money. My withdrawal is 1950 euros and it says progress. We'll see in the next few days👍💐
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8 months ago
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Hello Hello. Still no money. Spoke to the chat but they can't help...
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8 months ago
Thank you very much, Raijsan66, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Dear Raijsan66,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite HitNSpin Casino representative to join this conversation.
Dear HitNSpin Casino,
Could you please clarify, if there is something that can be done to speed up the withdrawal process?
Thank you in advance,
Mirka
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8 months ago
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I can't do anything more. I fixed everything with Kyc...and it's verified.
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8 months ago
Hello🪻💐🪻I talked to chat again and their answer was this 
, nothing happened...no money😞
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8 months ago
Hello all
We'd like to confirm, that the account is verified, the transactions are approved by the casino.
One request was successfully completed, the player should have received the money, another one is being processed by the external PSP. Can be completed at any time. Unfortunately the casino cannot influence the speed of money clearance.
Kind regards
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8 months ago
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But how long should the external PSP take to complete?
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8 months ago
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Could they have missed to perform the withdrawal. ?
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7 months ago
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Still no money, just the 350 euros I got then. Hitnspin is really NOT worth that high a score. It's now been a month since I started this process😞
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7 months ago
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Hello. I still haven't received the money. 😞
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7 months ago
Dear HitNSpin Casino,
Could you please provide a timeframe, in which the player can expect to receive his withdrawal?
Thank you.
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7 months ago
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Still nothing. I have again spoken to chat but they can't help. I have also emailed support, but never get a reply😞
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7 months ago
Hello. Now They have cancelled my withdrawal...and put all my 1950 euro into my playing account...
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7 months ago
Dear Raijsan66
`The transaction was cancelled by the PSP.
We are kindly asking you to withdraw via the available methods within the cashier.
Kind regards
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7 months ago
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But I got out via mifinity 350 euros... now mifinity is gone as an alternative. I tried t out we mastercard...didn't work...before I tried via bank transfer ..didn't work ....and I don't understand anything about bitcoin stuff....vd what should I do?
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7 months ago
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Now I tested via my fuel card visa. Hope you.
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7 months ago
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According to chat, my withdrawal was rejected due to technical issues! What does it mean?
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7 months ago
Hello
All the new withdrawal requests were approved.
Please specify the disputed transaction IDs.
Regards
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7 months ago
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. Now I've tested with my carpay card visa and bank transfer...so now we'll see.
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7 months ago
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Hello☺️. Now I have received 1050 euros from my 1950. Now need 900 euros.
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7 months ago
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Spoke to someone named Reese in chat. She said I have to wait 5 days before I can get the remaining money. I tried to explain tt I started this almost 1 and 1/2 months ago. She was not accommodating. She also said I shouldn't be "upset". I wasn't.
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7 months ago
Dear Raijsan66
Just as you may have seen, the casino approved the transactions, and the money is no longer on your gaming balance. Unfortunately, casino cannot speed up the money clearance since it's done on the external PSP side.
Thank you for your patience!
Regards
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7 months ago
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Which ones do you have as external PSPs? Sorry, but they are not fast or efficient😞
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7 months ago
Dear Raijsan66,
I understand it is frustrating to wait such a long time to receive withdrawal. However, since it is already approved, let's wait for a few more days, to see, if you receive the payment. If you do not, we will try to request a withdrawal with a different payment method, or try to find another solution.
Please let me know, if there are any updates.
Thank you for your patience.
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7 months ago
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Now my withdrawals were rejected again. Now I'm testing bank transfer and we'll see.
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7 months ago
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Hello💐Now I have received all my money☺️👍🌹Thanks casino guru for the help and thanks also to Hitnspin💐
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7 months ago
Dear Raijsan66,
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,
Mirka
Casino.Guru
