Hulaspin Casino - Der Spieler hat Schwierigkeiten, Gewinne abzuheben.

The above-mentioned provider has deactivated the payout via bank for me, even though I deposited with direct banking. All attempts to pay off have so far failed. Verification documents were already uploaded. You only want to allow a withdrawal with a credit card, although I don't use it.

Der oben genannte Anbieter hat für mich die Auszahlung via Bank deaktiviert, obwohl ich mit direct Banking eingezahlt habe. Alle versuche auszuzahlen sind bislang gescheitert. Dokumente zur Verifizierung waren bereits hochgeladen. Man will nur eine Auszahlung mit Kreditkarte erlauben, obwohl ich diese nicht nutze.

Dear Stefan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Have you ever made a successful withdrawal from this casino using a bank transfer?

Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, you can post it here.

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,

Kristina

I am happy to send you a chat. No payment method is currently activated for me because the provider for payments is being changed. Payouts will probably only be possible in two weeks. Until then, no chance!

Gerne sende ich ihnen einen Chat. Derzeit ist keine Auszahlungsmethode für mich freigeschaltet, da der Anbieter für Zahlungen geändert wird. Erst in zwei Wochen werden Auszahlungen vermutlich möglich sein. Bis dahin keine Chance!

Thank you for your email, Stefan. I see from the conversation with the casino, that you were discussing Ecopayz as a withdrawal option suitable for you. Has there been any news since? Has the casino confirmed (or denied) that you can use this payment method?

The casino has once again emphasized that I will not be able to pay out for 1-3 weeks because the payment provider will be changed. Secretly, the casino wants me to keep playing as this is the same provider as 24k and I lost a lot of money there. Only Bitcoin withdrawals should be possible

Das Casino hat noch einmal betont, dass für 1-3 Wochen keine Auszahlung für mich mit möglich sein wird, da der Anbieter für Zahlungen gewechselt wird. Insgeheim will das Casino, dass ich weiter spiele, da dies der gleiche Anbieter wie 24k ist und ich dort viel Geld verloren habe. Nur Bitcoin Auszahlungen sollen wohl möglich sein

Thank you very much Stefan for your cooperation so far. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Stefan,

I looked at your case and email and understand the situation. I will contact the casino and see if I can help. I would like to invite Hulaspin Casino to the conversation to participate in the resolution of this complaint.

Hi Stefan,

I received the following email from the casino. There seems to be a technical problem and the casino can't reply directly.

"Hi Stefan,

We are aware of your case, and we have since day 1 given you options to cash out your winnings through a different payment method. Since our 3rd party supplier stopped accepting withdrawals on your preferred payment method. So we had to change/implement a new payment provider which has taken some time, and which we informed you by email as well. We hope that it will all be solved by the end of this week, which is within the time frame we mentioned as well in the email.

We also blocked your account from playing any games as per your request as well during this time. We can just once again tell you that we are sorry that you ended up in this situation and that you had to experience this delay in getting your winnings.

Regards

HulaSpin"

Let's set the timer to 5 days and see if the casino was able to take care of the issue.

The provider confirmed to me again today that you do not know when it will be possible to pay out via bank. Why was said that this would be possible after two weeks at the latest is not answered by me. There is currently no method, not even Bitcoin. Contrary to what the casino describes, I basically cannot withdraw because I did not deposit with the method!

Unfortunately, I have the feeling that they are very aware of my addiction as I am banned from all sister casinos. The whole group seems to be deliberately preventing withdrawals, which is particularly evident in my 24k casino complaint. I feel like the provider is trying to steal money a second time

Der Anbieter hat mir heute noch einmal bestätigt, dass man nicht wisse, wann überhaupt die Auszahlung per Bank möglich ist. Warum gesagt wurde, spätestens nach zwei Wochen sei dies möglich, wird mir nicht beantwortet. Derzeit geht keine Methode, auch nicht Bitcoin. Anders als es das Casino beschreibt kann ich also grundsätzlich nicht auszahlen, da ich mit der Methode nicht eingezahlt habe!

Leider habe ich das Gefühl, dass man sich meiner Sucht sehr bewusst ist, da ich bei allen Schwester Casinos gesperrt bin. Die ganze Gruppe scheint Auszahlungen gezielt zu verhindern, was an meiner 24k Casino Beschwerde besonders offensichtlich wird. Ich fühle mich so, als wolle der Anbieter ein zweites Mal Geld klauen

Hi Stefan,

Thanks for the update.

Dear Hulaspin Casino team,

Has there been any progress regarding the payment methods and withdrawals?

In the meantime I don't get any more answers from the casino. Furthermore, I cannot use a withdrawal method. Not a single! Despite € 2000 credit

Inzwischen erhalte ich gar keine Antworten mehr vom Casino. Weiterhin kann ich keine Auszahlungsmethode nutzen. Keine einzige! Trotz 2000€ Guthaben

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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Now finally I got the money. Thanks for the help

Nun endlich habe ich das Geld erhalten. Danke für die Hilfe

Hi Stefan,

Thanks for the confirmation that your funds where received,

They delay was one week on top of our projected estimate from our 3rd party to activate the new payment method that you waited for.

Regards

HulaSpin

Hi all, thank you for your replies.

Dear Stefan,

I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter