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Hello, I won 325 Euros on 31st January 2024 and requested a payout. However, five days later I was informed that I still had to turnover 7.30 Euros, which struck me as odd. Usually, during a payout, it is clearly shown how much you still need to turnover, but in this case, it was not displayed. Nevertheless, I gambled away an additional 25 Euros just to ensure that the payout process would proceed smoothly. I then requested a new payout and have been endlessly waiting ever since. It has been 13 days and nothing has changed. I'm now seeking your help because when I tried to follow up with the casino, I was simply told that my money is being processed by the finance department and they had no further input. I find it really annoying that I have to wait two weeks for a 300 Euro payout.

Hallo ich habe am 31.01.2024 325 Euro gewonnen eine Auszahlung beantragt dann wurde ich 5 Tage später darauf hingewiesen das ich noch 7,30 umsetzen muss was mit schon komisch vor kamm da einem bei einer Auszahlung immer angezeigt wird was man noch umsetzen muss aber es war nichts zusehen nun gut ich verspielte noch 25 Euro um sicher zu gehen das die Auszahlung jetzt klappt habe eine neue Auszahlung beantragt und warte jetzt schonwieder ewig und es tut sich nichts mittlerweile 13 Tage ich bitte sie jetzt mal um Hilfe weil das Casino sagt mir nur das Geld wird von der Finanzabteilung bearbeitet sie haben damit nichts zutun und ich finde es echt nervig das man 2 Wochen auf 300 Euro warten muss

Dear brian2512,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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

Hello brian2512

According to our records, the transaction was approved at 08.02.2024 09:39:13 (UTC)

It is now being processed by the PSP and should arrive shortly.

Regards

I have already paid out successfully once, I have been verified and won the money with a bonus and now I have been waiting for the 6th day and nothing has happened. I think that is totally exaggerated. I have played on the partner sites very often and there were such amounts after 2 days there

Ich habe schon mal erfolgreich ausgezahlt bin vertifizirt und habe das Geld mit Bonus gewonnen und jetzt warte ich schon den 6ten Tag und es tut sich nichts das finde ich total übertrieben ich habe schon sehr oft auf den Partner Seiten gespielt da waren solche Beträge nach 2 Tagen da

Today is day 7 and still nothing is happening

Heute ist Tag 7 und es tut sich immer noch nichts

Update: Day 8 and still nothing

Update: Tag 8 und immer noch nichts

Update: Day 9 no payout

Update: Tag 9 keine Auszahlung

Update: Still no payout after 11 days today

Update: Auch heute 11 Tag immer noch keine Auszahlung

Thank you very much, brian2512, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 brian2512,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

We would like to invite HitNSpin Casino to join the conversation and participate in the resolution of this complaint.

Dear HitNSpin Casino,

Can you please provide an update on the payment status?

Kind regards,

Dominika

Casino.Guru

OK thank you

OK vielen Dank

Hello

According to our records, the player received the winnings at 19.02.2024 18:50:55 (UTC)

Dear brian2512, can you please confirm?

Regards

No money has been received yet, I will let you know as soon as it arrives

Bis jetzt ist noch kein Geld eingegangen ich melde mich sobald es da ist

Thank you very much, the money has come. I will now close my account because I don't need that kind of stress again. I thank you very much for your help and wish you a nice day

Vielen Dank das Geld ist gekommen werde jetzt mein Konto schließen da ich so ein Stress nicht nochmal brauche ich Danke ihnen sehr für ihre Hilfe und wünsche ihnen noch ein schönen Tag

Casino hitnspin if you see this I ask you to close my account

Casino hitnspin wenn sie das sehen bitte ich sie mein Konto zu schließen

Hello brian2512

Done 🙂

Kind regards

Dear brian2512,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru