Hello.

I have played with a no deposit Bonus (50 Freespins) from:

https://wettformat.com/at/hitnspin-casino-bonus-ohne-einzahlung

After fullfilling the wagering requirements I was transfered 35 € to "real money", as per Bonus conditions up to 100 € are withdrawable.

I than passed a complicated KYC procedure and was told that after that withdraw was possible. I explicitly asked also if a deposit is needed, but Chat said no, just KYC.

Also in the Bonus details it does not mention anything.

So I wanted to deposit but it was still declined.

Thats not right.

Casino is not backing up or being any customer friendly regarding the issue.

Also the case is clear, I fullfilled all requirements to withdraw, now they try to invent new ones, just to decline a withdraw.

Would it have been stated in the bonus conditions that a deposit is needed I would accept, but as you can see it is clearly NOT.

Thanks v much for your help.

Carlos

Dear CK1986,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the general Bonus Terms and this is what I found regarding no-deposit bonuses:

9.At least one deposit must be made by a player who used any of the no-deposit offers to meet the KYC requirements and following the AML policy.

Do I understand correctly that you successfully passed the full KYC verification?

Have you made any deposits into the casino?

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

Hello

Thanks for the feedback.

I have completed the KYC procedure.

I have not paid

https://hitnspin247.com/bonus-terms

There is nothing about this in the bonus terms and conditions. It was also not mentioned on the site where I registered.

I also asked explicitly in the chat (I can provide a screenshot), and here too the customer service told me that I only needed verification. If this is incorrect information (which I don't believe at this point), the casino needs to be accommodating, as it is misleading.

Vg

Hallo

Danke für die Rückmeldung.

KYC Verfahren habe ich abgeschlossen.

Eingezahlt habe ich nicht

https://hitnspin247.com/de/bonus-terms

In den Bonusbedingungen steht hierzu nichts. Auch auf der Seite über die ich mich registriert habe wurde dies nicht erw?hnt.

Ich habe auch im Chat explizit nachgefragt ( Screenshot kann ich zur Verfügung stellen), auch hier sagte mir der Kundenservice dass ich nur die Verifizierung br?uchte. Sollte dies eine Fehlinformation sein ( was ich stand jetzt nicht glaube), muss sich das Casino kulant zeigen, da es irreführend ist.

Vg

Hello, CK1986

According to Bonus T&Cs (https://hitnspin247..com/en/bonus-terms):

"9. At least one deposit must be made by a player who used any of the no-deposit offers to meet the KYC requirements and following the AML policy."

Hope this clarifies.

Kind regards

Hello.

Well, your chat gave me different information.

I have now made a deposit, implemented it and now requested a withdrawal.

I'm curious if it works...

Kind regards

Hallo.

Naja Ihr Chat hat mir eine andere Auskunft erteilt.

Ich habe nun eine Einzahlung vorgenommen, diese umgesetzt und nun eine Auszahlung beantragt.

Bin gespannt ob es klappt...

Mfg

Hello, CK1986

Can you please confirm that the amount 342.11 EUR was received?

Regards

Hello

I received the payment. However, I only received €306 instead of €342...

Why this?

Hallo

Ich habe die Auszahlung erhalten. Allerdings sind nur 306 € angekommen statt 342 €...

Warum das?

Hello CK1986

We'd like to confirm that there was commission applied by the casino.

The only difference may be is due to currency cross exchange rate, since FIAT-crypo rate is not stable.

Regards

Dear CK1986 and HitNSpin Casino representative,

I'm glad to hear that this issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Regarding the difference between your withdrawal request and the actual amount received, please understand that casinos have no influence over transaction fees or currency exchange rates. The casino is not responsible for the currency conversion rates available on the market.

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,

Veronika

www.kpvfaw.com