I am an experienced online casino player. I started playing at this casino using my Mastercard without taking any bonuses, and I got lucky AND at end won around 10,000 EUR. Isn't that the whole point of a casino? Everyone goes there to win, and most of the time, they lose. Just to be honest it's good casino. Anyway, I have a problem with verification and withdrawal. I sent all the necessary documents for verification: ID, utility bill confirming my address, account statement, credit card, etc. Then they asked me for a selfie with my ID and credit card, which I also provided and it was approved. Afterwards, I requested a withdrawal of around 4,000 EUR. After a few days of waiting, they canceled the withdrawal and asked me to prove the source of my income. I made 20-30 EUR deposits each time at this casino, what am I supposed to prove? I already sent my account statement, everything is clear there. Then I asked their customer service via chat about this and they told me they wanted my payslip to prove my income. I have been an online casino player for many years, and this is the first time I have encountered something like this. I uploaded that too, it's not a problem. They just need to verify and Just make the payout properly.

Currently, I have around 10,000 EUR winning at this casino. I did 2 times 4,000 EUR withdrawal request. Let's see what kind of difficulties I will face. I have read lost of negative comments about this casino regarding to payouts. I hope they will be fair and payout my winngins properly. Let's see.

Dear serdarsul,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the KYC section of HitNSpin Casino and this is what I found:

When applying Standard Verification, the Company shall ask a user to submit the following documents:

• A copy or a photo of the identification document of the user;
• A photo of the payment card, used or intended to be used in depositing on the Website. It is important, that the name of the cardholder must be the same that the name of the user that passes the Verification. CVV code, payment card number (except for first 6 and last 4 digits) may be hidden or covered. The cardholder`s name must not be hidden or covered in any manner.
• A photo of the user, bearing the documents that were required to pass the Verification.
• In some situations - the user`s address confirmation. It may be utility bill, telephone bill or other documents, which, due to the local legislation, shall be deemed to be sufficient in order to confirm the address of the user.
• In some situations - bank statement, the letter from the duty station/from the workplace.
• In some cases - tax assessment notice.
• Photo of the user, holding a list of paper with a necessary data, written by hand: a) the e-mail of the user, used when registering an account; and b) the date of the photo request and the confirmation code.
• Other documents or data, that may be required by the particular situation.
• In some cases, the Company may ask a user to connect with the Website`s Support Team via the call (including the video call).

Do I understand correctly that all the documents you submitted have been approved in the verification process, and now you are waiting only for your proof of income to be verified?

Could you please specify when exactly you submitted this document?

When was the last time you communicated with customer support regarding your verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika,

Thanks for your answer and this platform that you can moderate the conflicts.

Verification was completed, but now there are issues with the payment. Initially, verification was completed before , but when I tried to withdraw the money, they asked for my payslip, which I uploaded to the system. However, somehow they later deleted this document from the system. But I sent you a screenshot. You can see there I uploaded it. Anyway Last Friday, I tried to withdraw 4000 EUR twice, but they canceled the requests. After continuing to play, I lost about 3000 EUR. Yesterday, I requested withdrawals of 4000 EUR and 200 EUR. Today, they accepted the 200 EUR withdrawal but canceled the 4000 EUR request.

I then spoke with customer service, who told me that the request was canceled because my balance fell below 4000 EUR, which did not happen. Later, they mentioned it might have been a human error. After that, I made three separate withdrawal requests: 2000 EUR, 1500 EUR, and 400 EUR. This evening, they accepted the 2000 EUR request, but the other two are still pending.

As I mentioned in my first message, these situations are not acceptable. People try their luck at these casinos and want to receive their winnings as soon as possible. However, when a casino, no matter how good, does such things, it inevitably leads to negative thoughts. I suspect that because it is a newly opened small casino, they might be struggling to make payments, but in this industry, 3-5 thousand EUR are very small amounts that should be paid promptly. If they become quicker at paying out winnings and change the current system to avoid irritating customers, this casino could achieve great success. I had to repeatedly contact customer service to inquire about the status of my withdrawal request or to find out why it was canceled. These are not pleasant experiences.

Additionally, the requested withdrawal amount does not get deducted from the balance; it just stays there. If you continue to play after making a withdrawal request, you could lose everything again. I am waiting, and I hope the money will be transferred to my account soon. I will inform you the once I got the full amount how long does it take and if there was anything in between.

Thanks and Regards

Has your payslip been accepted? You have not provided me with a screenshot of the payslip, only of your current balance.

What is the current status of your other two withdrawal requests? Are they still pending, or have they been approved by the casino?

Have you received your first payment that was approved and processed?

Please bear in mind that we usually recommend players wait up to 14 days for their withdrawals to be processed and paid out. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

I also understand your dissatisfaction with the fact that the amount does not get deducted from the balance after you request a withdrawal. It definitely worsens the player's user experience, as you have to be careful not to lose the money that you requested to withdraw.

Dear serdarsul,

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.