HitNSpin Casino - Player’s account has been closed but allowed to register elsewhere.

Hello,

I requested a full and permanent account closure at Verde Casino due to my gambling addiction. I made it very clear that I wanted the closure to be permanent and that I wanted to be blocked from registering at any casinos operated by the same company, including sister casinos.

Unfortunately, this was not done, as I was later able to register at Hit N Spin Casino and lose additional money there. Usually, reputable and responsible casinos apply self-exclusion across all casinos within their group when a player clearly states that they suffer from a gambling addiction and requests a permanent exclusion.

Unfortunately, I do not have any screenshots of the conversation because the closure request was made via live chat.

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Dear Sgcspieler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

However, I could not find any provision stating that a self-exclusion requested at one casino automatically applies to all other casinos operated by the same company or to its sister casinos.

Please understand that self-exclusion from one casino does not necessarily mean that you are automatically protected across all associated websites unless this is specifically stated in the Terms and Conditions or otherwise communicated by the casino.

Could you please confirm whether you requested self-exclusion directly from HitNSpin Casino before registering or depositing there?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi,

ich habe extra gesagt dass ich von allen Casinos ausgeschlossen sein will, die könnten zumindest sagen dass das nicht geht wenn es nicht geht aber das haben sie nicht getan.

mein konto ist da noch geöffnet

Dear Sgcspieler

The account was permanently blocked due to gambling addiction.

We wish you a speedy recovery!

Regards

Dear Hit n Spin,

because of my claim above, you would not consider a refund?

Dear Sgcspieler

The Casino can only act upon requests submitted directly to its support team. Having reviewed the correspondence, we found no record of any prior communication in which you informed the Casino of your condition or requested assistance in this regard.

The Casino Administration became aware of the matter only through Casino Guru and took prompt action upon receiving this information.

Consequently, we regret to inform you that your refund request cannot be approved.

Thank you for your understanding.

Kind regards

Hi,

i understand that , but a lot of serious casinos like you when u block urself at one casino saying that u want to be blocked on every casino within the company they do iit, i said that to verde Casino but it did not happen and i was able to register on your casino. Can you confirm that is not possible to do at ur company?

Dear Sgcspieler

It is legally and technically impossible.

Regards

Dear HitnSpin,

i would not say it is techincally and legally „impossible" as you say because some of the serious casino companys with curcao License are able to do it without any problems. I will just give you an example just to get things clear that it isnt impossible because for players with gambling addiction it doenst bring much when they have to self include them for each one of the casino within the company which usually like in ur case are mulitple casinos. The King Billy casino ( company novatrix srl)blocked me from all of the casinos within the Company also when they had curcao license, i requested at one casino to be blocked due to gambling addiction and when registering on another casino within the company my account immidently gets deactivated. Since you are not ready to consider a refund i will not make further claims about it, but i just want to make it clear that it is not impossible as you say and that you as very serious casino which u really are, should consider implementing that system as many serious casinos like i mentioned already do, because humanly we can i think both agree that it doesnt bring that much to an gambling addict if he has to self include himself from every Casino within the Company one by one.

Dear Sgcspieler

A previously stated, casino acted strictly according to RG policy - once we got to know about your gambling addiction, the account got immediately blocked. The casino decision is final.

Regards

Dear Hitnspin,

as you can read from my previous statment i am not making any claims regarding RG, i am making claims about you saying that it is impossible to self include a player due to gambling addiction from all the casinos within the Company where it is obviously possible and saying that serious Company with Serious Casinos like you should implement that system as well.

regards

Dear Sgcspieler,

Thank you very much for your cooperation and for providing all the relevant information.

Based on the information available, we have decided to reject this complaint.

While we understand your concerns regarding group-wide self-exclusion, self-exclusion from one casino does not automatically apply to all sister casinos unless this is specifically stated in the casino's Responsible Gambling Policy or Terms and Conditions.

In this case, we have not found any provision stating that a self-exclusion request made at Verde Casino automatically applies to HitNSpin Casino.

Furthermore, you did not request self-exclusion directly from HitNSpin Casino before registering and playing there.

Once HitNSpin Casino became aware of your gambling problem through this complaint, your account was permanently blocked.

For these reasons, we do not believe there are sufficient grounds to request a refund of the €450 lost at HitNSpin Casino, and the complaint will therefore be rejected.

We are sorry that we could not be of more assistance on this occasion.

Thank you for your understanding.

Best regards,

Karla M.