HitNSpin Casino - Вывод средств игроком задерживается из-за проблем с процедурой "Знай своего клиента".

Hi! I have played on hitnspin and deposited 500 kr which I managed to play up to first 2500 then 6800 kr. Now to the problem I have done all the Kyc they want, made withdrawals. Been denied. Need to add more pictures for kyc, passport again + bank card with selfie. Even though I have already done this.

It seems like a good site to play on, but the problems start when you request a withdrawal, bad live chat and when you are constantly being spun around in kyc, it is usually a negative sign!

Hej! Har spelat på hitnspin och satte in 500 kr som jag lyckats spela upp till först 2500 sedan 6800 kr. Nu till problemet jag har gjort all Kyc de önskar, gjort uttag. Blivit nekad. Behöver tillföra mer bilder för kyc, pass igen + bankkort med selfie. Även om jag redan gjort detta.

det verkar vara en bra sida att spela på, men problemen börjar när du ska begära uttag, dålig live chatt och när du snurras runt i kyc hela tiden brukar det vara ett negativt tecken!

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear peterliindgren,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino on the topic? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Greetings,

According to our records, the player has zero on their balance and is permanently locked upon the request.

Regards

Dear peterliindgren,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru