Hold'N'Spin Casino - discussione generale (pagina 2)

I try to get in touch to find out how to withdraw but no one helps me! Both via email and live chat

Tento entrar em contato para saber como sacar mais ninguém me ajuda ! Tanto por email quanto por chat ao vivo

Can you specify the issue here?

Would be great to provide a full description, so you are more likely to receive a proper answer. 🤔

This casino does not respond when requesting self-exclusion due to a gambling problem. They play dead - and there are absolutely no responsible gaming options. Really shady practice. And obviously the reviews are paid for.

This casinos safety rating has dropped drastically now; and that's a good thing.

They refuse to block me even though I have told them explicitly on chat that I suffer from a gambling problem and will end up playing all my money if they do not protect me.

Chat is unable to block and the support won't answer emails.

Stay away from this one.

I have a payday on Friday and I am afraid of losing my earnings in this casino; most of the others I use I have set limits on, here, there are no responsible gaming options.

I'm sorry to hear how they don't want to block your account and I think that the fair casinos should first of all protect the player and be helpful to him if he wants to limit or exclude himself in the context of gambling.

In this case I would recommend you to file a complaint. The casino has responded to a similar complaint in the past and managed to resolve it. Alternatively, another option from my point of view would be to contact the casino's licensing authority and ask for the account to be closed. What do you think?

If you are worried that you might lose your payout, in this case you could try asking someone to change the password and contact email to prevent access to the account. On the other hand, it might still be a good option to withdraw the money in cash and not be able to deposit it.

However, if it would help, I can add a link on responsible gaming that might be useful for you: https://casino.guru/problem-gambling or this link can also be useful if you need it: https://casino.guru/problem-gambling-help-centers

I hope I have helped at least a little.

Hey Yoyeli, Player protection is one of our Important Points in our Company Policy.

I have research your Case to Check, whats was the Problem and if our Team Fail to block your Account.

The Facts:

You have write Multiply Times to our Live Chat, what have no Option to close your Account. (Extern Support Team)

They send you the Info that you should Contact: support@holdnspinsupport.com

We have reviewed the Live Chats and seen that the Live Chat give you the correct Informations to your Problem.

In the Last Chat with them i see a screenshot with the Following Mail: support@holdnspin.com (Date 29.07.2023)

They had request, to send them a screenshot. And notified you that you have wrote multiple Times to the wrong Email. (And they have give you in all Chats the correct Mail)

This Mail not exist, what the Result are we not become these Mails.

You send us on 29.07.2023 9:08 AM the Mail to the correct Email.

On Jun 29, 2023, 9:17 AM also 9 Minutes later, our Team had Block your Account and Confirmed that your Account is permanently Closed.

Can you tell me more about it ?

I may be missing something here, but these are the facts I have.

In the event of non-blocking by correctly submitting this request within 12 hours, we will of course refund all deposits to you.

But I would not recognize here that an error has taken place in any form.

https://holdnspin.com/en/contacts/responsible-game

Best Regards

Dominik

Holdnspin

Hello Jaro, thank you for wanting to help the player. I have replied to the player with the facts to read through and if I missed anything I would like him to comment.

If the lock really failed somewhere, we will of course resolve this situation as noted.

The facts currently speak against it and I think that there will be no more here either. But I'm open and awaiting the player's response.

Best regards

Dominik

Holdnspin

On behalf of Jaro - Allow me to thank you. 🙂 

We aim to provide a neutral place for solving issues, so hopefully, the player will take advantage of your reply, and sort out the approach accordingly.

We all make mistakes, and it's strongly beneficial to the whole community to learn from those.

Have a good one!

I'm trying to make a withdrawal and it doesn't show up in my account and nobody gives me any satisfaction. please solve

Estou tentando fazer um levantamento e não cai na minha conta e ninguém me dá satisfação nenhuma, cumprir o rollover certinho depositei e não consigo realizar o saque. Resolvam por favor

solve my problem

Resolvam meu problema

Hello there, this is quite an unfortunate situation, and you did the best thing you could by visiting Casino Guru and submitting the complaint!

I can't personally say what is happening, and I'm sorry to see your account seems to be blocked while the casino still fails to communicate with you. I suggest we wait for the complaint to proceed further!

I wish we'll see a resolution soon.

It's already been resolved they took longer paid me yesterday thank you very much to all of you.

Já foi resolvido eles demorou mais me pagou ontem muito obrigado a todos vcs.

Nice to hear that!!! ✨👍

Have you found out what the issue was by any chance? I mean such information may prove its worth later on.

One way or another, I'm glad it worked out.

it's the following, I made a deposit of 15 Euros, I made gains of 51 Euros, so I asked the attendant why the withdrawal was taking so long, he informed me that I had a duplicate account, I asked which email address and name of this duplicated account, so he didn't tell me , I just said it's the same email used on different devices, which makes no sense as logging in on another device with a SINGLE account has never been a rule break on any site, so kindly asking to proceed with my withdrawal, so I printed out the entire conversation, and I'm going to expose it here, because I won't lose my money, for no reason, without breaking any rules or without having done anything wrong! casinoguru help me solve this!

é o seguinte, fiz uma depósito de 15 Euros, fiz ganhos de 51 Euros, então questionei ao atentende porque a demora do saque, o mesmo informou que eu tinha conta duplicada, questionei qual email dessa conta duplicada e nome, então ele não me disse, apenas disse que é o mesmo email usado em dispositivos diferentes, oque não faz sentindo, pois fazer login em outro dispositivo com uma ÚNICA conta nunca foi quebra de regra em site nenhum, então pedir amigavelmente para prosseguir com meu saque, então printei toda a conversa, e vou expor aqui, pois não vou perder meu dinheiro, sem motivo nenhum, sem quebra de regra alguma ou sem ter feito nada de errado! casinoguru me ajudem a resolver isso!

the remainder of the conversation is here! they are simply lame excuses for not paying me!

o restante da conversa estar aqui! são simplesmente desculpas esfarrapas para não me pagar!

Hey. I understand your upset. 

I would like to ask if anyone in your area uses the same IP address and has an account at this casino? Any friends, family, etc. 

Anyway, is this your first withdrawal at the casino ? How long has this withdrawal situation been going on ? Has your account been verified before ? 

If you are not aware that you have multiple accounts in this case, I recommend that you file a complaint with us and our team will try to look into your situation. 

However, it would be good in this case that your complaint does not end up like the last 3, where you eventually stopped answering. AlSo it is good that you have evidence and I hope it will be useful for our team. 

If anything new comes up, don't hesitate to update us. 

I'll open a complaint and we'll see, and I don't have other accounts on the same IP! and I have already made 2 deposits, and yes it would be my first withdrawal, without opting for bonuses!

vou abrir uma reclamação e vamos ver, e não tenho outras contas no mesmo IP! e já fiz 2 depósitos, e sim seria meu primeiro saque, sem optar por bônus!

Of course, if you don't think you've done anything wrong then it's the right thing to do. I was wondering if your account has been fully verified yet ? 

Anyway, If something new comes up and you have additional information, let us know.

For now we can only wait and see how your case develops.