HitNSpin Casino - Hráč čelí problémům s chybějícími vkladovými prostředky.

Hello, on 11/4/24, I deposited 1200 euros, but only 800 euros were credited. A problem was resolved on 11/15/24, and an additional 200 euros were credited. Now, 200 euros are still missing, but customer support just doesn't understand the issue. I have sent all receipts and evidence, but they don't understand that I can only see 4 payments credited on 11/4 in my player account; 2 are missing that I cannot see. Please help me. I was directed here to file a complaint, and I'm really at my wits' end. No one understands the problem. Please help me.

Hallo , habe am 4.11.24, 1200 euro einbezahlt es wurden aber nur 800 euro gutgeschrieben . Ein problem wirde dann am 15.11.24 behoben und weiter 200 euro wurden gutgeschrieben . Jetzt fehlen noch 200 euro aber der kundensupport versreht das problem einfach nicht . Ich habe alle belege und beweise gesendet aber sie verstehen nicht das ich in meinem spielerkonto nur 4 zahlungen sehen kann vom 4.11 die gutgeschrieben wurden da fehlen 2 die ich nicht sehe . Bitte helfen sie mir ich wurde hierher weitergeleitet eine beschwerde einzureichen ich habe echt keine nerven mehr , niemand versteht das problem bitte helfen sie mir .

Dear Denise15,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HitNSpin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of your transaction history found in your player profile with the deposits visible?
• Could you please share proof of the transactions leaving your bank account?
• You can post screenshots here or send the information to my email at tomas@casino.guru
• If there is any relevant communication between you and the casino on the topic, kindly share it as well.

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

Best regards,

Tomas

Hello, I have sent you the required documents by email

Hallo habe ihnen die benötigten unterlagen per mail gesendet

Hello, is there any news?

Hallo gibt es neuigkeiten?

Thanks for your email.

Could you please also share with me your communication with the casino on the topic?

Have you used the casino's cashier menu to initiate the transactions via a payment gate?

Is there a way for you to show the deposits haven't returned to your bank account after you initiated the transaction?

My email is tomas@casino.guru

I sent them an email with my bank statements but nothing came back. The communication was the same every day, it was being processed and I should be patient, then suddenly they said it was being processed first and they would forward it, everyone always said something different, some didn't check the error, really tedious. Do you need chat histories?

Habe ihnen die emailgeschickt mit meinen kontoauszügen das nichts zurückkam. Die kommunikation war jeden tag das gleiche es würde bearbeitet werden ich solle geduld haben dann hiess es aufeinmal wieder es wird erst bearbeitet man leite es weiter jeder sagte immer etwas anderes einige haben dann den fehler nicht gecheckt wirklich mühsam . Brauchen sie chatverläufe ?

I have just sent you everything by email, bank statements, chat histories

Habe ihnen per mail grade alles zukommen lassen , bankauszüge , chatverläufe

Dear Denise15,

Could you please confirm the issue has been resolved?

I'll await your reply.

Dear Denise15,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.