HitNSpin Casino - Der Rückzug des Spielers hat sich verzögert.

Hello,

I requested withdrawals from the mentioned casino on 01.07.2024 (€50) and 02.07.2024 (€100), because at this time, I used my new prepaid credit card for the first time (I had never owned one before). My bank didn't inform me via postal mail that every transfer to the credit card must include the card number as the reference. As a result, the specified funds never reached me. This issue came to my attention shortly after the withdrawal requests, and I informed the casino (since I had attempted to deposit money onto my credit card, and it was redirected back to my main bank account). I communicated this to customer support in the live chat and requested that if the transfer hadn't occurred yet, they should include the necessary details. I was assured it wasn’t necessary, although I provided the card number anyway.

Since then, I have made multiple attempts to resolve this with the casino, which, after I requested the transfer proofs, left me waiting for months and repeatedly stalled correspondence attempts. I contacted the casino about this via live support and email. Last week, I finally received the statements (indicating the money was successfully transferred), which settled the matter for the casino. However, to this day, the funds have not been credited to my credit card. I sent the casino my credit card statements as proof that no incoming funds were recorded. I have continually pointed out that the funds have likely been refunded by my bank, asking for verification. In case this happened, I provided the casino with an alternative transfer method, which I now use consistently with this casino. Through this method, all subsequent withdrawals have been processed smoothly and quickly.

Please help to resolve this with the casino.

Hallo,

Ich habe bei oben genannten Casino, am 01.07.2024 (50€) und am 02.07.2024(100€) Auszahlungen beantragt, da ich zu diesem Zeitpunkt, das erste Mal meine neue Prepaidkredikarte ( ich hatte vorher noch nie eine besessen)genutzt habe und mir nicht in der Brief-Post von meiner Bank mitgeteilt wurde, dass jede Überweisung auf die Kreditkarte mit der Kartennummer als Verwendungszweck versehen sein muss, ist bei mir besagtes Geld niemals eingegangen. Dies ist mir relativ kurz nach der Beantragung der Auszahlungen aufgefallen und ich habe das Casino darüber informiert( da ich selbst versucht habe auf meine Kreditkarte Geld einzuzahlen, welches auf mein Haupt Bankkonto wieder zurückgebucht wurde). Dies habe ich im LiveChat dem Support mitgeteilt und gebeten, falls die Überweisung noch erfolgt sei noch mit hinzuzufügen, mir wurde suggeriert, dass das nicht nötig sei. Ich habe dort aber dennoch die Kartennummer hinterlegt).Seitdem habe ich mehrere Klärungsversuche mit dem Casino unternommen, welches, nachdem ich die Überweisungsnachweise angefordert hatte, mich monatelang warten lies und mich in Korrespondenzversuche immer wieder vertröstet hat. Ich habe das Casino diesbezüglich über den Livesupport und per email kontaktiert. Letzte Woche habe ich dann endlich besagte Auszüge ( das Geld sei erfolgreich überwiesen worden) bekommen und damit war der Fall für das Casino geklärt. Allerdings ist bis Heute das Geld nicht auf meiner Kreditkarte verbucht worden. Ich habe dem Casino meine Kreditkartenabrechnungen als Nachweis zukommen lassen, um nachzuweisen, das kein Geldeingang verbucht wurde, desweiteren habe ich auch immer wieder darauf hingewiesen, dass das Geld mit großer Wahrscheinlichkeit von meiner Bank zurückgebucht wurde, also habe ich immer wieder darum gebeten dies mal zu überprüfen, falls das der Fall sein sollte, habe dem Casino eine alternative Überweisungsmöglichkeit zukommen lassen, welche ich dauerhaft in diesem Casino jetzt nutze. Damit haben auch alle weiteren Auszahlungen gut und schnell funktioniert.

Bitte helfen Sie dies mit dem Casino zu klären..

Dear thzgwntfcy,

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

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

• Do I understand correctly one of the payout you requested in July reached your bank account (50€) , while the other payout didn't (100€)?
• Have you opted for a bank transfer method when requesting these two payouts?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello and thank you for the quick reply, I have already sent the documents to you via the email link, since I kept all the correspondence, it was quite extensive.

Since the casino made me wait over five months, 7 days are still to go, I can say that I can be patient for that long.

Best regards

Hallo und vielen Dank für die Rasche Antwort, ich habe die Unterlagen bereits über den Email-Link an Sie geschickt, da ich die gesamte Korrespondenz aufgehoben, war das recht umfangreich.

Da mich das Casino über fünf Monate warten lies, sind 7 Tage noch geflogen, solange kann ich mich aufreden Fall gedulden.

Beste Grüße

Dear thzgwntfcy

Thank you for the complaint.

Frankly speaking, it's a bit tough to understand what is wrong from the complaint above.

Can you please specify the disputed transaction ID?

Kind regards

Dear thzgwntfcy,

On the screenshots you uploaded with your original post, the transactions from your casino's transaction history appear as bank transfers. From my understanding, these transactions should appear directly in the specified bank account.

• Could you please explain whether the money reached your bank account back in July 2024?

Thanks in advance for your reply.

Thanks for the reply.

Dear HitNSpin Casino,

Could you please give us your point of view regarding the transactions the player specified?

Thanks for your reply,

I believe Thzgwntfcy has already received these confirmations before the complaint was opened here.

Could you please advise whether the transactions haven't been returned to the casino?

Is it possible for you to check?

Dear Tomas

It was already checked.

The money was not returned to casino.

Regards

Dear thzgwntfcy,

Could you please supply the bank statement associated with the IBAN ending *003?

Is the bank statement available to you for each month from July 2024 to now?

Send this information to my email at tomas@casino.guru

Dear thzgwntfcy,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.