HitNSpin Casino - Das Guthaben des Spielers fehlt nach der Einzahlung.

I topped up my game account with $100, but the money was debited from my card but never reached my game account.

Customer support is not helping

Avoid this casino because you will lose money and if you win you will have nothing to lose.

Сделал пополнение игрового счёта на 100$ деньги списались с карты а на игровой счёт так и не попали.

Служба поддержки непомогает

Избегайте это казино потому что потеряите деньги и в случае выигрыша вам нечего непереведкт

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Dear Riegerr,

Thank you for reaching out to us, and I’m really sorry to hear about the issue with your deposit. I understand how frustrating it must be to wait for your funds to appear.

• Could you please let me know when exactly you placed the deposit and which payment method you used?

This information will help us better understand what might have happened.

If the deposit was never credited to your casino account, the next step is to contact your payment provider or bank, as they are the only ones able to locate the missing funds. They can trace the transaction and determine whether the money reached the casino or got stuck along the way. Please keep in mind that this process can sometimes take up to 30 days, depending on the bank’s procedures.

While we can’t speed up their investigation, I’ll be happy to keep an eye on your case and offer guidance as things progress. In the meantime, I recommend not depositing any further funds until this matter is fully resolved.

If possible, please forward your payment receipt or confirmation to petronela.k@casino.guru so we can add it to your case file.

Thank you for your patience, Riegerr — I truly hope this will be resolved soon, and we’ll do our best to assist you along the way.

Best regards,

Petronela

Dear Riegerr

Can you please specify the disputed transaction ID?

Regards

I completely understand how frustrating this situation must be for you, Riegerr. I truly wish the process could move faster, but as mentioned earlier, tracing and returning missing funds, whether back to your bank account or to your casino balance, can unfortunately take some time.

To give the casino enough time to investigate and resolve the issue properly, I’ll extend the timeline by another 25 days, making it a full month in total. If there’s still no progress by then, we’ll step in and take further action on your behalf.

• In the meantime, could you please provide the full transaction ID of your deposit? This will help us and the casino locate your payment more efficiently.

Let’s stay hopeful that the situation will be resolved soon and that your funds will be returned without further delay.

Hello

What's not visible in the photo? The rejected account was debited, but the game account still hasn't been replenished.

Здравствуйте

А что на фото не видно? Который rejected со счёта деньги были списаны а игровой счёт так и не пополнился до сих пор.

I see that the screenshot only shows a partial transaction ID. In order to help the casino locate your deposit more efficiently and move the process forward, we’ll need the full transaction ID.

Could you please provide the complete ID when you have a chance?

Dear Riegerr,

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,
Petronela
Casino.Guru