The player from Germany faced a verification issue, with his account not fully approved despite having all documents marked as approved for over two days. Additionally, his withdrawals of €2,200 and €400 were not processed, and support provided no reasonable timeline or explanation for the delays. The issue was resolved when his account was verified, and he confirmed receipt of his payouts totaling €4,400. The complaint was marked as 'resolved' in the system.
HitNSpin Casino - Player’s withdrawals are delayed.
Amount: €2,600
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
My account has not been fully verified for more than 2 days even though all my documents are marked as approved!
My two withdrawals of €2,200 and €400 are not being processed either!
The support does not give any reasonable information about how long it will take or what is causing the problem to not progress
Automatic translation:
Public
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1 month ago
Dear Isco33,
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,
Kristina
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1 month ago
Translation
My account has now been verified! Now I am waiting for my payouts
Automatic translation:
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1 month ago
Translation
My profit is
one €400 payout and one €4,000 payout
Automatic translation:
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1 month ago
Dear Isco33,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
