The player from Germany has lost between 10,000 and 15,000 Euros rapidly and has had withdrawal requests denied. The casino's customer service team has not been helpful, refusing to block the player's account upon request. They also failed to provide a no-deposit bonus and offer a mere 5% cashback, which the player finds inadequate.
HitNSpin Casino - Player complains about bonus and withdrawal issues.
Amount: €10,000
HitNSpin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case opened
Current status
Waiting for Casino Guru to reply
5d 8h 12m 4s
Case summary
2 days ago
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1 week ago
Translation
Dear Sir/Madam,
As the customer service team has not been helpful, constantly coming up with excuses regarding bonuses without deposits, I find myself at a loss. I have experienced a loss of between 10,000 and 15,000 Euros in a very short time, and my withdrawal requests have been consistently denied.
I have contacted customer service multiple times to request that my account be blocked, but they have refused to do so. Furthermore, I have asked for a bonus without a deposit, but this is unfortunately not possible as an amount of 50 Euros must be wagered 40 times over.
The Cashback offer is also laughable, being only 5% of the deposited sum that needs to be wagered 5 times over.
I'm at my wits end,
I have included the chat transcript. If you wish to view the payment history and the complete chat transcript, I will be more than happy to send it to you.
When a withdrawal is made, it will only be deducted from the player's account after 3 days. This makes it highly likely that the money will be gambled away.
Could you please assist me?
I would like to lodge a complaint about this casino and warn other players about it.
Please feel free to contact me with any further inquiries.
Thank you very much.
Kind regards,
M.Kolb
Automatic translation:
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1 week ago
Dear mariak90,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I would like to address each of them.
If you are dissatisfied with bonuses in general, we are unable to assist. Each gambling establishment has its own bonuses and bonus conditions, and we cannot dictate the rules or determine who should be eligible to play with them.
Furthermore, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.
Lastly, it’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise if you currently have any active balance you wish to withdraw, or any pending withdrawals?
Thank you in advance for your reply.
Best regards,
Kristina
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4 days ago
Dear mariak90,
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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2 days ago
Translation
Good evening,
Thank you for your message, there is no credit left on it as the withdrawal was constantly refused, I lost all my money, as I have not deposited anything else and do not want to lose any more money, I wanted to be deleted from this casino.
Best regards
M. Kolb
Automatic translation:
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2 days ago
Translation
Good evening,
Even if I had credit on it, I wouldn't have been able to withdraw it anyway because they blocked my account.
Best regards
M. Kolb
Automatic translation:
Casino Guru is examining the case
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