HitNSpin Casino - Η ανάληψη των κερδών του παίκτη καθυστέρησε.

Total blocking of withdrawals, contradictions in KYC requests, technical impossibility of the required evidence, and immobilization of $9,200.

Good morning,

I wish to file a complaint regarding Hit'n'Spin casino (hitnspin.com / hitnspin868.com) for complete blocking of my withdrawals and misuse of the KYC procedure.

Here are the facts:

On September 5, 2026, I made several withdrawals of 9 x CA$650 each. None were processed and they remained in "New" status. Subsequently, I rejected some withdrawals myself in an attempt to restart the process, but this did not change the fact that an additional CA$3135 was withdrawn on September 7. The balance is blocked for withdrawals.

Between September 5th and 6th, I provided all the required documents: front/back photos of the card used for deposits (5584 90XX XXXX 4115), selfie with my ID, selfie with my ID and my open account, proof of connection.

On September 6th, an agent confirmed to me that the documents were "already done and approved".

On September 7, another agent claimed that the documents "had not been validated", contradicting previous validations.

Between September 7th and 8th, the casino started asking again for the same documents already provided.

On September 8th, I was asked to take a technically impossible photo: holding my ID, my credit card, and my phone displaying my account at the same time. I still managed to do it.

As of today, I am pending **CA$9,200** in withdrawals, and the system is **no longer allowing any withdrawals**, despite a balance of CA$9,248.99. The withdrawal button is disabled and withdrawals remain blocked.

The contradictions between agents, the repetitive requests, the impossible demands and the complete blocking of withdrawals suggest a strategy aimed at preventing the payment of funds.

I ask GuruCasino:

1. To examine the compliance of Hit'n'Spin's KYC procedures;

2. To assess the contradictions between the agents;

3. To intervene so that my withdrawals of 05.09.2026 (totaling $9,200 CAD) are processed without undue delay.

I can provide all the screenshots and dated conversations.

THANKS.

Blocage total des retraits, contradictions dans les demandes KYC, impossibilité technique des preuves exigées, et immobilisation de 9 200 $.

Bonjour,

Je souhaite déposer une plainte concernant le casino Hit’n’Spin (hitnspin.com / hitnspin868.com) pour blocage complet de mes retraits et utilisation abusive de la procédure KYC.

Voici les faits :

Le 05.09.2026, j’ai effectué plusieurs retraits de 9 x 650 $ CA chacun. Aucun n’a été traité et ils sont restés en statut "New". Par la suite Certains retraits ont été rejetés par moi-même pour tenter de relancer la procédure, mais cela n’a rien changé d’un montant additionnel de 3135$ le 7 septembre. Pour la balance c’est bloqué pour les retraits.

Entre le 05 et le 06 septembre, j’ai fourni tous les documents exigés : photos recto/verso de la carte utilisée pour les dépôts (5584 90XX XXXX 4115), selfie avec ma pièce d’identité, selfie avec ma pièce d’identité et mon compte ouvert, preuve de connexion.

Le 06 septembre, un agent m’a confirmé que les documents étaient "déjà faits et approuvés".

Le 07 septembre, un autre agent a affirmé que les documents "n’ont pas été validés", contredisant les validations précédentes.

Entre le 07 et le 08 septembre, le casino a recommencé à demander les mêmes documents déjà fournis.

Le 08 septembre, on m’a exigé une photo techniquement impossible : tenir ma pièce d’identité, ma carte de crédit et mon téléphone affichant mon compte en même temps. J’ai quand même réussi à le faire.

À ce jour, je suis en attente de **9 200 $ CA** en retraits, et le système ne me permet **plus aucun retrait**, malgré un solde de 9 248,99 $. Le bouton de retrait est désactivé et les retraits restent bloqués.

Les contradictions entre les agents, les demandes répétitives, les exigences impossibles et le blocage complet des retraits laissent croire à une stratégie visant à empêcher le paiement des fonds.

Je demande à GuruCasino :

1. D’examiner la conformité des procédures KYC de Hit’n’Spin ;

2. D’évaluer les contradictions entre les agents ;

3. D’intervenir pour que mes retraits du 05.09.2026 (totalisant 9 200 $ CA) soient traités sans délai abusif.

Je peux fournir toutes les captures d’écran et conversations datées.

Merci.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Zazou87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

I will leave this complaint open for a week and kindly ask you to give an update then. Thank you for your understanding.

Good morning,

Thank you for your follow-up. I have an important update: the first withdrawal of CA$650 has finally been released and is now showing as "pending". I will keep you informed of the progress of the other 14 withdrawals.

However, I would like to clarify that my complaint does not concern the normal duration of a KYC process. I fully understand that the checks can take a few days.

My problem concerns how the casino handles requests:

– The casino validates my documents, then declares them "not validated" the next day.

– He keeps asking me for the same documents I've already provided.

– He demands proof that is technically impossible to produce (e.g., a selfie where I have to hold my ID, my phone displaying my account and take the picture at the same time).

– The withdrawal button was disabled for 24 hours with no reason preventing any withdrawal of any amount.

– My withdrawals from 05.09.2026 (totaling $9,200 CAD) have remained blocked without valid explanation.

This is therefore not a simple KYC delay: it is an active blockage, accompanied by contradictory and unrealistic demands.

I would appreciate it if you would reconsider my complaint in light of these elements, as they demonstrate an abuse of the KYC process to delay or prevent the payment of withdrawals.

THANKS.

Bonjour,

Merci pour votre suivi. Je souhaite apporter une mise à jour importante : un premier retrait de 650 $ CA a finalement été débloqué et apparaît maintenant comme "en cours". Je vous tiendrai informés de l’évolution des 14 autres retraits.

Cependant, je tiens à préciser que ma plainte ne concerne pas la durée normale d’un KYC. Je comprends très bien que les vérifications peuvent prendre quelques jours.

Mon problème concerne la manière dont le casino traite les demandes :

– Le casino valide mes documents, puis les déclare "non validés" le lendemain.

– Il me redemande plusieurs fois les mêmes documents déjà fournis.

– Il exige des preuves techniquement impossibles à réaliser (ex. : un selfie où je dois tenir ma pièce d’identité, mon téléphone affichant mon compte et prendre la photo en même temps).

– Le bouton de retrait a été désactivé pendant 24 heures avec aucune raison ’empêchant de retirer le moindre montant.

– Mes retraits du 05.09.2026 (totalisant 9 200 $ CA) sont restés bloqués sans explication valable.

Ce n’est donc pas un simple délai KYC : c’est un blocage actif, accompagné de demandes contradictoires et irréalisables.

Je vous remercie de reconsidérer ma plainte en tenant compte de ces éléments, car ils montrent une utilisation abusive du processus KYC pour retarder ou empêcher le paiement des retraits.

Merci.

Thank you for the clarification and for keeping us updated. I am sorry to hear about your negative experience with how HitNSpin Casino is handling your verification.

As almost a week has now passed, could you please update us on the current status of your KYC verification? Have your documents now been fully approved, and have any additional withdrawals been processed or paid since your last message?

If the verification is still pending or the casino continues to request additional documents, please share screenshots of the relevant communication and your account's verification page so we can see which documents are pending or complete.

Thank you for your cooperation. I look forward to your update.