Hold'N'Spin Casino - Delayed withdrawal and deducted funds experienced by player.

On the 26th September I got a 200% deposit reload bonus, I claimed it and deposited €100.

After wagering of the bonus was done i had €2603 and i tried to make a withdraw but I could only make a withdraw of €2515 so I made a withdraw for that amount.

On the 29th September they sent me an email asking for kyc and I uploaded the documents and in the same email I asked them why I cant withdraw the last €88.

They answered me that they would ask the relevant team about this.

I dont hear anything from them until the 10th when I login to my account and see that withdraw is cancelled.

I wanted to contact live support but they dont have any so was not possible. So I send another email asking why i didnt get my withdraw, and they answered this:

Hey there, we have a Standart procedure to pick, random based higher wins and request a check from the Game Providers. 

If we become the feedback from the Gaming Providers that all was legitime its Paid out. 

In the Case of a Selection in that case you cannot picked again for a period of 12 Months again. 

I have pushed the Check and hope its done within 48 Hours.

I made a new withdraw and Thought I will wait a while and see.

On the 9th Octover I send email and asked again whats is going on.

I get this answer:

Hey there as i was informed its actually in Complicance Department and under review. (Payout) 

And then withdraw get cancelled again.

On the 13th I ask them again and they just says still under review and will inform as soon as compleated.

This is the last time they answered my emails.

Now yesterday when I log in to my account my withdraw have ofcourse been cancelled, but not only that also €300 less in my account and when checking transactions there is a transaction of €300 thats says manual so I have no idea what it is.

I sen them email and asking about this and no answer.

Thats why Im here, very strange this casino and I dont know what to do

Dear jabatehayouba29,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Hold'N'Spin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if the verification and additional verification of your account were completed?
• Has the casino cited any violation of bonus or casino rules to you?
• Could you please specify how much you deposited and how much the casino contributed with a bonus?
• Have you requested a withdrawal of the rest of your balance after the 300€ was removed, please?

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

Hi,

No they have not asked for any other additional documents.

They have not said anything about violation of terms.

I deposited 87,63€ and got 175,26€in bonus.

No i have not requested a new withdrawl since they canceled my last one ant took 300€.

It is not easy to communicate with the casino since they do not have livesupport and are very limitied with their reponses on email.

Thank you very much, jabatehayouba29, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello jabatehayouba29,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Hold'N'Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Hold'N'Spin Casino,

Can you please provide an explanation on why the player's winnings have been deducted?

Thank you.

Kind regards,

Tomas

Why does it say that holdnspin is closed here on casino.guru?

i canstill log into my account at holdnspin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear jabatehayouba29,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas