Hold'N'Spin Casino - プレイヤーは出金の遅延と無反応なサポートに遭遇します。

I went in with a small deposit just to check it out, after a back and forth with the support for a day I got an upgrade on the welcome bonus because it wasn't credited automatically.

Played and wagered the bonus, had a big win, and it was time to withdraw real balance to Skrill.

Then things started go sideways. I'm now 10 days in waiting, never got confirmation on my documents for KYC, never got an email for my withdrawal and everything they told me when they were still answering emails proved to be a lie as the 48hours max for processing became 240hours with no sign of stopping anytime soon.

Support stopped working as of 5 days ago as far as I know because that's the last time I 'd send an email asking for some explanation on what is happening.

That time also they implemented a chat for everyone on site to post and everyone is freaking in there right now if you want to see more confirmation on what I am complaining about.

It's been 3 days now that you can't register, deposit, (you never could apparently) withdraw, even gamble and it seems the site is over.

Seems like scam, so you should avoid it (and sites looking similar to it) even if it opens again in the future.

Dear alexandrosz,

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

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 are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

There has not been an email from them regarding problems with my documents, the processing of my winnings or anything else, except one case promoting their Sunday bonus.

Every interaction with them, either for the bonus that wasn't credited or questions about transactions started with me feeling cheated out.

Thank you very much, alexandrosz, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello alexandrosz,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Hold'N'Spin Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They did pay me in full almost after a month of waiting.

Dear alexandrosz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

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,

Tomas

Casino.Guru