The player from Greece raised concerns about the evaluation of casinos licensed by Curacao, specifically criticizing Hit'N'Spin for its security despite a positive review. After depositing money and winning, the player faced complications during the withdrawal process due to an incorrect date of birth, which led to account closure without a refund. The issue was resolved after further communication with the casino, which allowed the reopening of the account and the release of the player's winnings. The complaint was marked as resolved by the player.
HitNSpin Casino - Player's account has been closed due to a verification issue.
Resolved
Our verdict
Case closed
Amount: €250
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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4 months ago
Translation
I would like you to clarify how casinos licensed by the island of Curacao are evaluated.
These casinos are not controlled by this island.
In a casino I played at called Hit'N'Spin because of the review you have made and it is characterized as high security, the reality is far from this review.
Reading the complaints of other players on your site, only two out of the twenty players have almost positive comments.
I am attaching my problem.
I deposited some money at this casino and won at one of them. When I withdrew the money, I was in a lot of trouble and finally they found that my date of birth was 02/10/1956 instead of 25/10/1956, without me knowing where this mistake came from. As a result, they closed my account without refunding me the money.
This is what I have to tell you, disproving the high rating you have given him.
Automatic translation:
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4 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Are you aware of having entered an incorrect date of birth during registration, or do you believe this is an error on the casino’s side?
- Could you please send us a screenshot of your account profile showing your personal details as they appear in the casino system?
- When did you notice that the date of birth in your profile is different from your actual date of birth?
- Could you kindly describe in more detail the trouble you had during the verification of your account?
Regarding your question about casino evaluations, we would like to clarify that our reviews are based on a wide range of criteria, such as licensing, terms and conditions, complaint history, fairness of rules, responsible gambling measures, and feedback from real players. You can find more details about our evaluation process here: https://casino.guru/guide/our-casino-reviews
As for Curacao-licensed casinos, it is true that this jurisdiction is generally considered weaker in terms of player protection compared to some other regulators. This is why we pay special attention to factors beyond just the license when assigning our ratings. However, problems may still arise, and we understand that your personal experience with this casino has been negative.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Translation
Good evening.
In response to your first question, I believe that having the experience of having profiles in approximately fifty casinos, the mistake is not mine, but it became apparent to me after I verified my profile in order to withdraw my winnings.
I can't send you a screenshot of my profile because my account has been closed.
The verification of the incorrect date of birth was done by the casino and not by me.
Regarding your last question, what are the verification stages they asked me to follow?
First, a photo of the front and back of your ID
Second document certifying my home address
Third document from the bank where I made the deposit
Fourth, a front-back passport photo
After all of these were sent, which were in high resolution, they also asked for a photo of my face, front view and profile, with my ID and diploma.
After all this and after 4 days had passed, they sent me a notification that they were closing my account because the date of birth was 02/10 instead of 25/10 and therefore they could not identify it as me.
I can't interpret it any other way than that all of this happened out of evil.
Thanks
G. F.
Edited by a Casino Guru admin
Automatic translation:
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3 months ago
Dear arxagellos
Upon registration/gameplay, you specified that your date of birth is 02.10. (the year is correct, no doubt about that)
Any chance you could explain that?
Regards
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3 months ago
Translation
Good evening.
And if my date of birth has been incorrectly recorded due to my own fault (which I doubt), I have sent you all the information that confirms my identification, ID, driver's license, full-face and profile photo, bank details, information that indicates my address (I have not sent you any fingerprints).
I think you are making fun of me and trying to find a way not to return the money I have earned.
I have informed you that I have been a player in at least fifty casinos, winning much more money than the amount you owe me. I have never encountered such a problem, let alone having my access account closed.
I won't allow you to humiliate me for 250 euros anymore.
Thanks
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3 months ago
Dear HitNSpin Casino representative,
Could you please confirm if all other personal information provided by the player has been filled out correctly, apart from the date of birth?
Additionally, would it be possible to provide us with a screenshot of the player’s log showing the changes he made in his account profile information? This would help our team review whether the incorrect date of birth was the result of the player’s mistake.
We appreciate your cooperation and look forward to your response.
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3 months ago
Dear arxagellos,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
Translation
How do I change my profile since my account has been closed? I can't access my profile to make the necessary change.
Automatic translation:
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3 months ago
Dear arxagellos,
I understand your concern. I've just realised that the timer was incorrectly set to you instead of the casino representative. I apologize for this mistake. Let's try contacting the casino again.
Dear HitNSpin Casino representative,
Could you please confirm if all other personal information provided by the player has been filled out correctly, apart from the date of birth?
Additionally, would it be possible to provide us with a screenshot of the player’s log showing the changes he made in his account profile information? This would help our team review whether the incorrect date of birth was the result of the player’s mistake.
We appreciate your cooperation and look forward to your response.
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3 months ago
Dear Veronika,
Happy to inform, the player may continue using the services.
Kind regards
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear arxagellos,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
