The player from Germany was banned from IceCasino due to gambling addiction but could still access his account and make deposits at Hit'nSpin, which he believed were partnered casinos. He sought a refund of his deposits at Hit'nSpin, as they had not deleted his account despite multiple contacts with support. The Complaints Team concluded that the casino acted in accordance with their Responsible Gambling policies, as the account was closed promptly after the player reported his gambling problem. Therefore, the request for a refund could not be processed, and the complaint was closed.
HitNSpin Casino - Player is banned while being allowed to deposit.
Closed
Our verdict
Unjustified complaint
Amount: €550
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
Hello,
I'm banned from IceCasino due to gambling addiction, but I can still access and deposit at Hit'nSpin. As far as I know, these casinos are partnered. I would like to get my deposits back from Hit'nSpin, but they haven't deleted my account, even though I've contacted support several times. Screenshots are available.
Automatic translation:
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9 months ago
Dear saffyr,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General T&Cs, and this is what I found:
31 PERSONAL LIMITS AND SELF-EXCLUSION
31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.
31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money.
Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.
- Could you please advise if you have informed the HitNSpin Casino directly about your gambling problem and requested a self-exclusion?
Looking forward to hearing from you.
Best regards,
Kristina
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9 months ago
TranslationHello dear Guru Team,
I've already contacted support four times and don't have a PC with the full version to adjust my limits. I want the site completely blocked. They want me to verify my identity first before I can close it.
I contacted support again, and they wouldn't close my account. I was asked to verify my identity, but I can no longer deposit. However, they still won't delete my account due to gambling addiction.
Attached is the screenshot of the chat.
I still request a refund of my deposits. 
Best regards
Edited
Automatic translation:
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9 months ago
Greetings,
We hereby inform that the account was permanently blocked due to gambling addiction at 10.06.2025 07:03:35 (UTC), right after notifying the casino on the disease.
Regards
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9 months ago
TranslationHello Hit n Spin,
It hasn't been completely blocked; I can still access the site. It's just blocked for deposits and play. I shouldn't and shouldn't be able to access the site anymore.
As far as I know, they are partnered with IceCasino, Vulkan, etc. I was still able to deposit after the self-clearance at Ice.
Automatic translation:
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9 months ago
Dear saffyr
Please kindly provide a screenshot, is there any type of error? Can you still access your account?
Should you need any assistance re the treatment of the disease - please feel free to speak to our support.
Regards
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9 months ago
Translationhello hit n spin,
I'm correcting myself, now I'm completely blocked. However, I still had the opportunity to deposit.
If I hadn't contacted support again today and opened a case with Casino Guru, I still wouldn't have been banned, even though I'd contacted support three times before and requested a ban. It's a lot of money for me, and I'm demanding it back.
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9 months ago
Dear saffyr
Do you perhaps have the exact date you informed support on your condition?
(Screenshot would be of a great help)
Regards
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9 months ago
TranslationHello,
I contacted support three times yesterday and asked for a complete ban. I don't have any screenshots from yesterday because I was confident they were looking out for the players' well-being. Unfortunately, that's not the case; I could have continued losing money until this morning.
So I'm asking you for a refund, it's not much for you, but it's a lot for me.
You can see exactly when and what I wrote in the chat.
I ask that we may leave this matter to rest.
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9 months ago
Hello, saffyr
We've checked the history, and the first time you mentioned your disease was at 10-06-2025, 09:56:46.
Your last deposit was made on 29.05.2025 01:22:50 (UTC)
Your last gaming activity is dated back to 02.06.2025 08:44:28 (UTC), bets on bonus money on game Book of Dead.
After 10-06-2025, 09:56:46 there was not a single deposit made, as well as no spins whatsoever.
The operators acted immediately and followed the RG policies.
Dear @Kristina
We believe we've provided all the needed information.
Please do let us know if you need anything extra.
Kind regards
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9 months ago
TranslationSo you're worthless if you don't mention your gambling addiction to support? Then they won't close your account?
hopefully people avoid your site.
all the best.
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9 months ago
Hello everyone,
Thank you both for your replies.
Dakky38, I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter, as neither the casino's license nor the Responsible Gambling Terms dictate that accounts in all sister casinos must be closed automatically.
Since your account was closed in a timely manner after you informed the casino about your gambling problem, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.
When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings xxx xxx,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx (gambling addiction)
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)
This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
