HitNSpin Casino - Player's account has been closed unjustly.

Hitnspin Casino has blocked all my transactions within the casino, preventing me from using my balance and without any explanation. It's simply because the administration decided to do so, and that's all. It's very unfair.

We apologize for the inaccurate information. Your account has been blocked by the administration, in accordance with rule 13.5. 13.5. The Company may cancel your account, including your username and password, immediately without prior notice. 13.5.1. If we decide to discontinue providing services to you in general or specifically to you, you will unfortunately no longer be able to play.

That's the answer they gave me, but I don't know why I should accept losing my balance for something so unfair and without having done anything wrong. I only played about twice.

I understand that I accept the terms and conditions, but it seems very unpredictable and a bad way to keep my funds.

Furthermore, I still receive promotions, which I don't understand.

Thank you in advance.

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Dear danilamejorforeva,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties with your HitNSpin Casino account and the fact that your balance is currently unavailable.

To better understand your situation and see how we might assist, could you please clarify the following:

• Did the casino provide any additional details besides quoting rule 13.5, or was that the only explanation you received?
• Have you received any warnings, requests for documents, or notifications prior to the account being blocked?
• Can you tell us whether the balance you currently have was accumulated with or without an active bonus? If there was a bonus involved, please specify which one and what its terms were.

If you have any communication from the casino (emails, chat screenshots, etc.), please upload them here or, if you prefer, you can forward them to: petronela.k@casino.guru

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

They only provided that information and there were no further details.

Dear Player

Please kindly specify the disputed money amount, since according to our records you have zero (0) on your balance.

Thank you

First it was 35 euros, then 25, not counting the redemption of my points, which were cancelled from my available funds.

Hi danilamejorforeva,

Thank you for your reply.

To move forward, I would like to clarify two important details:

• You mentioned that at first you had €35, then €25, and also lost access to your points. However, in the dispute form you submitted €1,000 as the disputed amount. Could you please confirm why €1,000 was entered and what amount you are actually asking us to review?

If you have any screenshots or emails from the casino that show your previous balance or cancelled points, please upload them here or forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

Dear danilamejorforeva,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

Please also note that during the process, the disputed amount was adjusted from €1,000 to €35 based on the information available.

However, the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru