The player from Germany had had troubles with a withdrawal process due to the use of a temporary Revolut Virtual card. The casino had required an ID and IBAN that matched the card, which the player's bank had confirmed was impossible. The player had had €5000 in his gaming account. After a series of communications, the player's account had been successfully verified and he had received part of his winnings, amounting to €5000. However, he had still been waiting for the remaining €1150. The player had failed to respond to further inquiries from the Complaints Team, resulting in the rejection of the complaint.
HitNSpin Casino - Player's withdrawal with Revolut Virtual card is being delayed.
Amount: €6,000
HitNSpin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Good day to you,I've made my deposit with a temporary card from Revolut Virtual. This is not a physical card, but is generated from my primary debit card. For this reason, the temporary card does not have the same IBAN for the cardholder's security. My name is also not on it. The casino states that the card must bear my name and the same IBAN, even though this is impossible for me. I have contacted my bank, and they have confirmed that there isn't a document where the virtual IBAN appears on the real physical card. When I make payments online or at the casino machine, the virtual card is entered, not the actual one. I have provided all the complete details of the main debit card that was used for the deposits/withdrawals, but the casino refuses to accept it. Hence, I cannot withdraw my money, and the account cannot be verified. I would like to reiterate that I have sent all the documents and proofs with the real Revolut card, on which my name and all the pins they have asked for are displayed, but it seems like nothing is happening. I would like to mention that as of today, January 28, 2024, I have 5000 € in my gaming account! I think it's unacceptable to sit around and wait for my money to come...
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9 months ago
Dear STAICU18,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Have you communicated with customer support about the issue with the verification of your virtual card?
Have you tried sending a video from your banking app proving that you are the owner of the virtual card?
Could you please advise if all your other documents were approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Translation
Nice good morning,Believe me, I have sent all the documents and evidence requested and I understand their KYC ,I also chatted and can't seem to get a concrete answer...I explained the situation to them and sent them the evidence with the virtual card, absolutely everything... Every day I find a new reason to ask for something different and something different. How long can I keep doing this in this style? I don't think it's normal to wait whole days, I'm not even saying in the chat, absolutely no one can help you the same all the time... if you need anything else, We will keep you updated in a few hours. You will receive an email confirming this. I'm out of patience, my patience is limited.Try, try until the player misses and loses everything...Please help me.
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9 months ago
Translation
Hello, good morning I would like to inform you that yesterday, after a long effort, I finally managed to verify the complete account...Meanwhile my account has reached the amount of €6000 after the full check I only received €2000... But now I'm waiting to see when I'll receive the full amount to see if they're really correct and don't complicate the process again...
Edited
Automatic translation:
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9 months ago
I'm glad to hear that your account was successfully verified and that you received your first withdrawal.
Could you please advise what the current status of your withdrawal requests is?
How many pending withdrawals are in your account?
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9 months ago
Translation
Hello there, 5000€ are already in my account, I have been waiting for 3 days for the balance, 1150€…We are still waiting to see when they will arrive.😁
Automatic translation:
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9 months ago
I'm glad that you received a part of your winnings! Has the remaining €1500 arrived in your account yet?
