The player from Germany had completed the verification process but faced a delay in their second payout of 3200 euros, as the casino had requested proof of income despite the player having previously submitted documentation. They felt this was a delay tactic and worried they would not receive their payout after re-uploading their bank statement and proof of income, as they were currently unemployed. The complaint was rejected due to the player's lack of response to inquiries from the Complaints Team, which had prevented further investigation into the issue.
HitNSpin Casino - Player’s withdrawal request is delayed.
Amount: €3,200
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
I have already completed the entire verification process. Just 10 days ago, I withdrew 600 euros. Now I wanted to withdraw another 3200 euros, and I am being asked to provide proof of income.
As I am currently unemployed and receiving money from the government, I only have this proof and a bank statement.
I see this as a delay tactic for the payout. I don't understand why I suddenly have to provide proof again after I’ve already done everything. The payout was not approved.
I have re-uploaded the documented evidence, a bank statement with my IBAN and the proof of my source of income.
I think I won’t receive the payout, but I don’t have any other proof of where my money comes from.
Automatic translation:
Public
Public
1 month ago
Dear Mauricedannhl,
Thank you very much for submitting your complaint, and I am truly sorry to hear about the difficulties you're facing with HitNSpin Casino. In order to assist you more effectively, I would appreciate it if you could kindly provide some additional details before we move forward.
- Could you please let me know when your account was fully verified?
- Also, when did you submit your bank statement to the casino?
- Lastly, when was the last time you communicated with the casino, and what was the nature of that discussion?
I look forward to your response and appreciate your cooperation.
Best regards,
Nick
Public
Public
1 month ago
Greetings,
According to our records, the withdrawal transaction was approved at 18.09.2024 11:21:05 (UTC)
Kind regards
Public
Public
1 month ago
Translation
Money was not paid out, the money is back on the vasino account....
Apparently there were technical problems with the financial service provider and I should try again, very strange.
After many back and forths with the support manager who assured me the money was on the way, please don't worry, the money is now back in the vasino account, I see this as a tactic to get the customer to lose the money after all.
Now the 3200 paid out again and now I have to wait again, it's been a week now and I doubt that I'll get my money
Automatic translation:
Public
Public
1 month ago
Translation
The case is now going to a lawyer and since I have not received any payment I have simply wasted the money. Now it is going to a lawyer and I am trying to claim all losses from the last 12 months.
Or Vasino will contact me and make me an offer to repay
Automatic translation:
Public
Public
1 month ago
Dear Mauricedannhl,
Please note that every withdrawal may take up to 14 days to be processed. As it has been less, I can only advise to wait for that period and let us know in case it would take longer.
Keep us updated.
Regards,
Nick
Public
Public
1 month ago
Hello Nick
We'd like to confirm, that the player is permanently locked due to gambling addiction, as per the player's request.
Kind regards
Public
Public
1 month ago
Translation
What kind of gambling addiction?????
Are you trying to scam me? I said you can permanently delete my account because you are scammers.
I have reported that I have handed the matter over to a lawyer and am still waiting for the requested documents.
You can quickly delete the comment about gaming addiction, otherwise you will be reported for defamation.
What a load of crap you guys come up with comments like that.
Automatic translation:
Public
Public
1 month ago
Translation
You are a shitty club of scammers who don't have a license in Germany even though your chat manager wrote that in the email, well, it's all up to the lawyer, dirty shop, I advise everyone to stay away from the criminal club Hitnspin
Automatic translation:
Public
Public
1 month ago
Translation
Show vasino Guru that I wrote because of gambling addiction you lousy rip off artists
Automatic translation:
Public
Public
1 month ago
Dear HitNSpin,
Can you please advise if the remaining balance from the player's account has been transferred to him?
Is there any kind of evidence that the player has requested for self-exclusion? If yes, please forward it to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 month ago
Hello Nick,
The player requested the block of the account, but judging the player's behaviour the operator figured the potential troubles with the gambling addiction.
Yes, we can confirm the player has 5 cents on their balance. There are no active/pending withdrawal requests.
Kind regards
Public
Public
1 month ago
Dear Mauricedannhl,
Please let us know once the remaining balance arrives from the casino.
As per your account, as long as you will no longer have any balance left in the casino, they have the right to close your account without any reason given.
Looking forward to your answer.
Regards,
Nick
