HitNSpin Casino - Chybějící vklad 500 € z hráčského účtu.

Hello,

I attempted to deposit €500 on 28.03.24. The money was debited from my account, but has not been credited to my gaming account.

Initially, the live chat support told me that it could take up to 5 days and that I would receive a refund within this period.

However, this has not happened and now I'm receiving strange responses from them.

I am not at all satisfied and I highly discourage anyone from using this site.

I don't even know what other information the customer support team requires and they are vaguely referring to weeks and days. According to my bank, the money was directly sent out.

On top of that, they even have the audacity to claim that it doesn't depend on them.

Hallo

ich wollte am 28.03.24 - 500€ einzahlen. Das Geld wurde auch von meinem Konto abgebucht. Der Betrag wurde aber auf meinem Spielkonto nicht gutgeschrieben.

zuerst hieß vom livechat, dass es bis zu 5 tage dauern und ich das geld spätestens in 5 rückerstattet bekommen werde.

dies ist jedoch nicht geschehen, nun bekomme ich komische antworten von denen

ich bin überhaupt nicht zufrieden und die Seite ist wirklich niemandem zu empfehlen

ich weiss auch nicht was der kundensupport noch für daten benötigt und mir etwas mit wochen und tagen schreibt. Laut meiner bank ist das geld direkt rausgegangen

Die sschreiben dann auch noch dreist das es nicht von denen abhängt

Dear Onuaaaa,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if it was your first deposit in this casino?
• Please forward your payment receipt to petronela.k@casino.guru. 

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

Best regards,

Petronela 

Dear Onuaaaa

Sorry to hear about your issue.

We've contacted the PSP, and they confirmed, that the transaction is not successful, most likely the amount is now on hold and will soon get credited onto your bank account.

Kind regards

Dear Onuaaaa,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.