The player from Germany reported a missing €300 withdrawal from HitNSpin Casino. Although the casino claimed the payment was successful, the player said the funds never arrived and the IBAN used was incorrect. After several attempts to resolve the issue and providing evidence from their bank, the complaint was escalated. Eventually, the casino reverted the amount back to the player's account, and the issue was marked as resolved.
HitNSpin Casino - Player's payout is delayed.
Amount: €300
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
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3 months ago
Translation
Hello, I had 300 euros paid out to my details! The money was supposedly transferred to my account on February 12, 2025, but I have not received it yet!
In my opinion, I cannot provide an account that I do not know and that would be noticed during the withdrawal because it is not my name!
So I feel so ripped off
please help me, I will send you data
I can't upload bank statement!
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
3 months ago
Dear Klautsche,
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,
Kristina
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3 months ago
Translation
Hello, your colleagues wrote that everything was completed successfully!!!!! Strange that these bank details don't match mine and it's a completely different name! I've already written an email and spoken to support a dozen times!
There have never been any problems with you but this time it's a disaster!
Automatic translation:
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Casino representative
Public
3 months ago
Dear Klautsche
When requesting the withdrawal via a bank transfer, you (player) are responsible for the data input.
Are you sure you specified the correct data? Are you sure there was no auto-fill enabled?
Regards
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3 months ago
Translation
Hello, of course I am sure that I have entered the correct data!
If I now enter a different IBAN and my name it won't work!
and vice versa!
Why don't you ask for the 300 back or withdraw it and then go back to the data! Which I enter correctly again! And take a screenshot first!
lg
Edited
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Complaint Resolution Center Team Lead
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3 months ago
Hello everyone,
Thank you both for your replies.
Klautsche, have you made any successful withdrawals before? Could you please advise if you have to manually enter all the bank details when requesting the withdrawal or do you have any saved bank account options you can choose from? Which payment method did you use to make deposits?
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3 months ago
Translation
Hello, yes, a few times! Always with bank transfer, it always worked, I deposited the data via apple_pay! From 3 accounts each, either Revolut, n26 or Sparkasse!
everything is uploaded! That's why I don't understand it, it always worked!
I have now written to support and even sent bank statements to the agent and they said they would get in touch but nothing has happened!
lg
Automatic translation:
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Complaint Resolution Center Team Lead
Public
3 months ago
Klautsche, do you see the incorrect IBAN in your withdrawal history, or was this information provided solely by the casino support? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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Complaint Resolution Center Team Lead
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3 months ago
Dear Klautsche,
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.
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3 months ago
Translation
I sent them everything via email!
or did nothing arrive?
Edited
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Complaint Resolution Center Team Lead
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2 months ago
Please note you have not answered the question I asked in my last message.
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2 months ago
Translation
Hello, I can't see anything anymore, just a transaction number! And I always get a lot of rude comments in the support chat! I've never experienced anything like this before!
And I also communicated with my bank and received a letter saying that the payment had not been received!
Well, that's a real shocker. You can see how some casinos simply don't care if their customers have a problem!
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Public
2 months ago
Translation
Hello, yes, give me an email from you and I will send you everything!
I also communicated with my bank and they checked so much that it definitely didn't arrive!
I'd like to send you my data via email and not make it public! If you understand!
and the information I gave is only what they have in the system. I don't know this IBAN!
The bank also assured me that if the name and IBAN do not match, the money will be returned to them after about 5 days!
Greetings
Automatic translation:
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Casino representative
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2 months ago
Dear Klautsche
Sorry, but that is exactly the IBAN you specified (no one else could).
We are kindly asking you to provide all the evidence to live support, so that they can launch the investigation.
Regards
Public
Complaint Resolution Center Team Lead
Public
2 months ago
Klautsche, have you already provided the evidence to the casino support as requested?
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Casino representative
Public
2 months ago
Hello all
We've analysed the latest requests by the player, and within March 2025 was contacting support only for:
a) Bonuses
b) Dissatisfaction with RTP
c) Bonus requests
d) Unknown reasons.
Not a single request was addressed re the missing payout.
Dear Klautsche
Please contact support and report your issue so they can launch the investigation of your issue.
Regards
Sensitive attachment
Sensitive attachment
2 months ago
Translation
So much has never been written on the subject!!!!!!
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Complaint Resolution Center Team Lead
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2 months ago
Thank you very much, Klautsche, for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) 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.
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2 months ago
Translation
The problem is, if I really made a typo, then it still won't be possible to pay out because the name and IBAN are incorrect!
And besides, I have proof from my bank that I didn't receive the money!
Greetings
Automatic translation:
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Head of Casino Research
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2 months ago
Dear Klautsche and dear casino representative,
I would like to ask a few questions:
Dear Klautsche, from the last casino representative post, it looks like your name fits; however, the bank IBAN is different, am I right?
Do you have an account at Revolut?
Dear casino representative,
It is quite common that before a player makes a withdrawal, they need to verify the payment method by making a small deposit. If the deposit is not made by the player, then the casino cannot verify the account. It looks like that in this case it was not done, why?
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2 months ago
Translation
Hello, yes, I have a Revolut account! I've deposited with it several times, but I probably made a typo! But as I said, if the name and IBAN didn't match, the casino should have intervened, according to my bank! That didn't happen! Unfortunately, they still take you for a fool!
Greetings
Automatic translation:
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Head of Casino Research
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2 months ago
To my knowledge, the casino shouldn't process the money on an account which does not belong to the user, and the user should make a deposit from that account for verification. (AML policy)
Dear casino representative, could you please explain why this did not happen?
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2 months ago
Translation
I have deposited and withdrawn so many times!
There were never any problems! And now I have it in black and white from my bank that the money never arrived!
But no one believes you!
Greetings and thanks for your help Matej, at least you understand!
Automatic translation:
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Casino representative
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2 months ago
Hello all
The amount was reverted onto player's balance.
Regards
Public
Head of Casino Research
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2 months ago
Dear Klautsche,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Matej
www.kpvfaw.com
