Hulaspin Casino - プレイヤーの撤退が遅れています。

 registered on Hulaspin casino on 28.7 with a deposit of 75€ (bonus of 100% deposit). After playing some time I lost my deposit and bonus. I did another deposit of 75€ without any bonus. I canceled also my first deposit bonus at that time. With the second deposit I managed to win 600€ which I wanted to withdraw. I uploaded necessary KYC documents and they were approved on 30.7 (I have a picture with Hulaspin support returning me with the info about verified documents and that the withdraw should reach me shortly.) On the casinos transaction page I see my withdraw and it has been on status "Unknown" from the time I made the withdraw.

After the response on 30.7 I haven't got any information about anything; The Hulaspin online chat is always closed (despite open hours), the casinos phone number goes somewhere in Spain and the person answering was either laughing at my question about a casino or just didn't understand me at all. I have also sent questions via email to support@hulaspin.com but no answers still. It has been almost 3 weeks now without any improvements with this issue and I'm getting concerned.

Dear moerskue,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Actually the withdraw is basically nowhere and it has been on status "unknown" since the day I made the withdraw AND customer service told me it should arrive shortly to me. I can't cancel the withdraw on the casino site and it certainly hasn't arrived to my bank account.

I know there processes could take 1-2 week in total but the problem is that after everything was verified (account and KYC documents) they stopped answering to my emails, chat is always offline despite it should be open and I think the phone number is closed.

It's hard to believe that there is no problem at the moments and the withdraw should arrive soon in this situation?

Thank you very much, moerskue, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear moerskue,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Hulaspin Casino to join this thread.

Dear Hulaspin Casino team,

Can you please indicate the current status of moerskue’s withdrawal request?

We would like to ask Hulaspin 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’.

I have received the payment now. Still now answer from Hulaspin customer service so I wouldn't recommend using this casino at all.

Hi Moerskue,

I am happy your payment was received and sorry for any delays.

Regards

HulaSpin

Thank you, moerskue, for letting us know and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru