HitNSpin Casino - Игрок еще не получил свой выигрыш.

Good morning,

I won something on June 9, 2025, and requested a payout. This would be marked as transferred on June 10, 2025.

Nothing has arrived to date

For the first 3 working days the casino said it would take 72 hours, which was never the case.

Now I am told I have to wait a few more days

Guten Morgen,

ich hatte am 09.06.2025 was gewonnen und eine Auszahlung beantragt. Diese würde am 10.06.2025 als überwiesen markiert

Bis heute ist nix angekommen

Die ersten 3 Werktage hieß es seitens Casino es dauere 72 Stunden, was noch nie der Fall war.

Nun sagt man mir ich müsse weitere Tage warten

Dear grilla2,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The KYC verification has been completed for ages. As I said, this is the first time something like this has happened, and now they're making you wait.

Die KYC-Verifizierung ist schon ewig abgeschlossen. Wie gesagt , es ist das erste mal das sowas vorkommt und jetzt lassen sie einen warten

Dear grilla2

Please kindly provide the disputed transaction IDs, so that we can investigate.

Regards

Hello, I contacted Hitnspin again because I submitted a request to verify the status of my payout on June 13, 2025. Today, I was told they would open a new request because it's been a while since the first one.

How can such a process take so long? I mean, in this case, it's about money that was lost.

It is also in Hitnspin's interest to know where the money they sent on June 10, 2025 at 9:11 a.m. German time went.

Guten Tag, ich habe mich nochmals an Hitnspin gewandt da ich dort am 13.06.2025 einen Antrag auf Überprüfung gestellt hatte wo die Auszahlung bleibt. Heute sagte man mir das man eine neue Anfrage startet da ja schon eine Weile vergangen ist seit der ersten Anfrage.

Wie kann so eine Bearbeitung denn so lange dauern? Ich meine es geht in dem Fall um Geld was verloren ging

Es ist ja auch im Interesse von Hitnspin wo das Geld hin ist was sie am 10.06.2025 um 09:11 deutsche Zeit versendet haben.

Hello, grilla2

The transaction was rejected, and the money was returned onto your gaming account.

Please kindly make a new withdrawal request.

Warm regards

Dear HitNSpin Casino, thank you for the information provided.

Dear grilla2, we would appreciate it if you could confirm once the funds have been received.

The money is there but I can't pay it out

Das Geld ist da aber ich kann es nicht auszahlen

And this is the answer from the casino

Und das ist die Antwort vom Casino

Now I was able to cash out everything. Thank you very much.

Nun konnte ich alles auszahlen. Vielen Dank

Dear grilla2,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika