HitMe Casino - Player’s account has been closed due to alleged bonus abuse.

I joined this casino on 18 June 2025 and have had no problems until today (29 April 2026).

All KYC as far as I know is up-to-date.

On 27 April 2026, I claimed a bonus of 70% with stated no max cash out. I played according to the rules and could not see any issues until I went to cash out €2500 of €10,000 balance. They sent me an email today saying the following:

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Hi,

Following a review of your account activity, our team has identified a systematic pattern of bonus abuse actions across multiple bonus periods, in direct breach of our Bonus Terms and Conditions.

In accordance with sections 3.7 and 2.2.2, your account balance has been voided, your account has been permanently closed.

It's very unfortunate to have to share this news with you but unfortunately we take bonus abuse very seriously.

Best Regards,

Mariz

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I am obviously devastated at this situation and if you could help me with my case it would be appreciated.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HitMe Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus? Which bonuses have you activated and used in the casino recently?
• Could you please share with me the original communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hi Tomas

Thank you for assisting me with my case. To answer your questions:

a) I played only slots and these slots were in the allowed group as per the casino's bonus game list.

b) Yes, I used bonuses which were available to me and followed the rules so I did not exceed the max bet size or play a banned game etc. The most recent bonus was a 70% deposit match bonus (no max winnings) which resulted in this case. Prior to that, I have claimed 100% deposit match bonuses which were offered to me.

c) See attached screenshot (click to expand)

Dear dsp99RF,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear dsp99RF,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from HitMe Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

Dear Kubo,

Thank you for reaching out regarding this case. We appreciate the opportunity to provide our side.

Following a thorough review of this player's account activity, not only the most recent bonus period but also his gameplay history dating back several months, our team identified a systematic and deliberate pattern of bonus abuse that has been repeated across multiple bonus cycles.

This is not an isolated incident. Our review of earlier bonus periods revealed the same pattern of behaviour, confirming that this has been an ongoing and calculated approach to abusing bonuses on our site.

The deliberate and repeated exploitation of specific game mechanics during bonus play is expressly covered under multiple sections of our Terms and Conditions, including sections 3.7, 6.5, and 16.7(j) of our General Terms and section 2.2.2 of our Bonus Terms as well as other violations. What was identified on this account was not standard gameplay. It was a bonus abuse strategy repeated across multiple bonus periods.

The actions taken on this account were carried out in full accordance with our Bonus Terms and Conditions and Standard Terms and Conditions, which the player accepted upon account creation and continued use of the platform.

As this involves sensitive account and gameplay data, we will be sending you a comprehensive email outlining the specific findings of our review, the terms that were breached, and the basis for our decision.

We will of course keep you informed and are happy to share this information with you directly via email as well.

Best regards,

HitMe Casino

We have sent the email, please confirm if you have received it Kubo.

Thanks in advance

Dear HitMe Casino,

Thank you for your response and for providing further clarification regarding this matter.

Dear dsp99RF,

Considering the complexity of this case, I kindly ask for your continued patience as we take the necessary time to thoroughly examine and discuss the matter internally with our team.

Thank you for your understanding.

Dear HitMe Casino,

I have responded to your email and look forward to hearing from you.

Thank you for your cooperation.

Hello,

We have responded

Thanks,

Dear dsp99RF,

I apologize for the delay in my response.

I would like to inform you that I am currently in an open discussion with the casino regarding your case. The casino has shared several points concerning the reasons for closing your account, which need to be properly reviewed and discussed.

I will inform you as soon as there are any updates.

Thank you.

Dear HitMe Casino,

Unfortunately, I have not yet had the opportunity to respond to your email in detail, but I will do so as soon as possible.

However, I have briefly reviewed your message, and in order to avoid any further delays, I would like to ask you to provide the full gameplay logs demonstrating the patterns you described, as you suggested.

Thank you for your continued cooperation.

Dear Kubo,

Apologies for the delayed response, we had been waiting for your response via email and did not see the update on the thread. We have since sent additional evidence via email, including full gameplay logs and a detailed breakdown of the specific Terms and Conditions breached.

We look forward to your response.

Best regards,

HitMe Casino

Dear dsp99RF,

Please accept my apologies for the delay in my response.

I would like to reassure you that your complaint has not been forgotten and that I am still actively working on the issue. I am currently continuing the discussion with the casino and presenting our concerns regarding their position, especially in relation to the way the disputed gameplay and bonus terms have been interpreted.

While I cannot promise a specific outcome, please be assured that I am carefully reviewing the matter and doing my best to support a fair resolution of your complaint.

I understand that waiting can be frustrating, and I appreciate your continued patience. I will update you here as soon as there is any meaningful progress.

Hey Kubo,

We are awaiting your response via email.

Dear HitMe Casino,

I have followed up with another email. Once I receive your response, I will share the conclusion accordingly.

Thank you.

Hello,

We have responded

Dear HitMe Casino,

Thank you for your continued cooperation and for the explanations provided throughout the complaint resolution process.

After reviewing the case repeatedly, our position remains that the evidence provided so far does not sufficiently justify the confiscation of the player’s winnings. While we understand that the player’s gameplay may appear bonus-oriented or strategically optimized, we do not consider this alone to be enough to prove abuse or a breach of rules, especially if the games and mechanics used were available during active bonus play and were not clearly restricted or technically blocked.

In our view, statistical indicators, repeated gameplay patterns, or internal risk assessments may justify further investigation, but they cannot replace clear evidence of a specific prohibited action, technical exploit, delayed-round abuse, manipulation outside normal game functionality, or another clearly defined breach.

At this stage, we are still awaiting your final response. Once it is received and reviewed, we will proceed to the final assessment of the complaint based on the available information.

Thank you for your cooperation.

Dear Kubo,

We would like to clarify that this case is still under active discussion. We have responded to your latest email with a detailed response addressing the points raised and have not yet received a reply. We do not consider this matter closed and respectfully ask that the public thread reflect this.

Best regards,

HitMe Casino

Dear dsp99RF,

Despite extensive communication with the casino and a detailed review of their position, the casino has confirmed that it stands by its decision and does not intend to reconsider the confiscation of your winnings.

As explained earlier, we do not consider the casino’s reasoning sufficient to justify the confiscation in this case. In our view, the disputed gameplay was carried out using available games and their standard mechanics, and the alleged breach was not clearly enough defined in advance.

Since the casino has explicitly and repeatedly stated that it will not change its position, we are unfortunately unable to achieve a more favorable resolution.

The complaint will therefore be closed as unresolved with the classification Against Fair Gambling Codex.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution. If you encounter other issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo