HitNSpin Casino - Player's account has been closed without explanation.

Good afternoon. Hitnspin casino canceled the withdrawal of funds and blocked my account. I contacted the casino chat. Where they explained to me that I violated the casino rules. But they could not explain which rules I violated. I have a screenshot of the correspondence with the casino agent. I am attaching them to the letter. My account was fully verified. I have already withdrawn funds once. I have made multiple deposits with a bonus. I played in the casino and placed bets on football. I do not see any violations on my part. I did not do anything strange or intentional. All bets were on different matches. I played one slot (Isn't this a violation?). The wager was completely unwound. I ask for your help in solving this problem. Thank you for your help.

Dear Kuz9,

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

Please note that the rule the casino cites describes a situation in which players might gain an advantage over other players playing a bonus and over the casino. We believe that if players breached such a rule, the casino is justified in confiscating the balance in such a situation.

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

• Have you asked the casino to provide you with your gaming history?
• Do I understand correctly that you played with a bonus? Have you completed the wagering requirements of the bonus? Or have you exhausted bonus funds, forfeiting the bonus?
• Have you placed bets on matches during the time your bonus was active?

Thank you very much in advance for your reply.

Best regards,

Tomas

I didn't ask the casino to provide me with my betting history. Why should I? I know what I was playing. Yes, I received bonuses for deposits according to the casino rules. I didn't fulfill the bonus wagering requirements. My bonus funds were exhausted. I was betting with my own funds. Because it's impossible to bet on bonus funds. Of course, my bonus was active at that moment. Because in a casino, a client first uses his own funds, and then the bonus ones. That's why I used the bonus funds in a slot. I played one slot in general. This is a regular slot that doesn't even have a bonus game. I don't understand what I did wrong? There is a sports section on the site. I was betting with my own funds (you can't bet on bonus funds). There is a casino section on the site where you can play with bonus funds. I played one slot. What's the problem?

P.S. Which players did I have an advantage over? This is a regular slot. This is not roulette, this is not some online game.

Greetings, Tomas

1) This is exactly the same case as here:

https://www.askgamblers.com/casino-complaints/hitnspin-casino-account-blocking-for-fictitious-reasons-and-confiscation-of-winnings

(these are two friends, we believe, absolutely similar behaviour)

2) The sportsbook bets play a major role here

3) Since the strategy is exactly the same, we will just copy-paste our response:

Following a thorough investigation into the gameplay and bonus usage, our Anti-Fraud Department has confirmed multiple breaches of the Terms and Conditions, specifically:

1. Bonus Terms – Clause 12:

"If it is determined that a player is using a bonus or any other promotional offer solely to obtain a positive return by employing known methods of low-risk wagering, the player will immediately forfeit all real and bonus balances and may be permanently banned for bonus abuse. This includes, but is not limited to: placing disproportionate or strategic bets to exploit the bonus system—such as leaving large bets unresolved in games like blackjack or placing sportsbook bets at very low odds (e.g., below 1.20)—with the intention of settling them only after fulfilling the bonus wagering requirements."

2. Betting Rules – Clause 2.13:

"Users are prohibited from placing multiple identical bets on the same match in order to circumvent betting limits. Such behavior constitutes a violation and may result in additional restrictions, betting limitations, or account suspension."

3. Betting Rules – Clause 3.4:

"With an active bonus, it is strictly forbidden to bet on more than one outcome within the same market for a single event. Any violation grants HitnSpin the full right to cancel bonuses and void all winnings obtained while using those bonuses. These actions are considered abusive and may result in additional limits or permanent account suspension."

In the present case, the player (along with associated accounts) deposited a significant amount, received a large bonus, and placed concealed sportsbook bets with extremely low odds (ranging from 1.01 to 1.06). These bets were then left pending while the bonus wagering requirements were met through other means. Once completed, the sports bets were allowed to settle, securing a profit in violation of the rules outlined above.

The casino administration has acted in full accordance with the established Terms and Conditions. Any further attempts to exploit the system in a similar manner will be identified and addressed without exception.

Regards

Good day Hitnspin. I don't know the person you are writing about. You can believe whatever you want. That's your right. But, that doesn't give you permission not to pay out winnings to a client. Who gave you the right to rob your own clients?

You can of course point out 10 points from your rules. But, specify what exactly I violated? Why are you writing about these points? What did I violate? Specifically me. You never said that. And provide evidence of my violations.

"If it is established that the player uses a bonus or any other promotional offer solely to obtain a positive profit." Are you kidding? People play in casinos to win. What do you mean by that? That is, if a person wins, we will block him? Is this even legal? Because in addition to your rules, there are laws. And customers can sue you. And in court you will talk about such a point of the rules?

"This includes, but is not limited to: placing disproportionate or strategic bets to exploit the bonus system, for example, leaving large bets unresolved in games such as blackjack, or placing bets at bookmakers with very low odds." I did not play any blackjack or anything like that. I placed bets at the odds that you offered me (the client). Excuse me, but why would you offer a client odds for which you then block him? Will you say this in court too? They will kick you out laughing.

"Users are prohibited from placing multiple identical bets on a single match to circumvent betting restrictions." I did not place a bet on a single match. That is, I did not violate this rule. Why are you writing about this?

"With an active bonus, it is strictly forbidden to bet on more than one outcome within one market for one event." I did not break this rule. Why are you writing about this?

Conclusion. You wrote a lot of points here. Which I did not violate. Why did you write them? I don't understand. And you also wanted to drag another person into this situation. I have already created a topic on Reddit. Everyone is laughing at you there. All the commentators are on my side. Many are surprised at how impudent and greedy the casino is. I hope Casinoguru will ask to provide evidence of my violations. If they are, of course. Because that's what you wrote. This is ridiculous.

Dear all,

We would be more than happy to provide the evidence to CasinoGuru representative.

Regards

Great. I'm waiting for proof on all points. Where I made the same bets, etc.

Hello,

Your primary violation is as follows:

Bonus Terms – Clause 12:

"If it is determined that a player is using a bonus or any other promotional offer solely to obtain a positive return by employing known methods of low-risk wagering, the player will immediately forfeit all real and bonus balances and may be permanently banned for bonus abuse. This includes, but is not limited to: placing disproportionate or strategic bets to exploit the bonus system—such as leaving large bets unresolved in games like blackjack or placing sportsbook bets at very low odds (e.g., below 1.20)—with the intention of settling them only after fulfilling the bonus wagering requirements."

We regret that we did not identify this earlier, and you managed to withdraw all your deposits.

Hello. And where did the accusations of violations of other points go?))) Disappeared?))) Aren't you ashamed to lie to a client and then write as if nothing happened?

"If it is determined that a player is using a bonus or any other promotional offer solely to generate positive profits using known low-risk betting methods, the player will immediately lose all real and bonus balances and may be permanently banned for bonus abuse." I only placed bets on my real balance. That is, on deposit money. I did not place bets on bonus funds. So this part of the clause was not violated by me. What are you accusing me of? I must be asking this for the tenth time?

"This includes, but is not limited to: placing disproportionate or strategic bets to exploit the bonus system, for example, leaving large bets unresolved in games such as blackjack, or placing bets at bookmakers with very low odds (e.g. below 1.20) with the intention of settling them only after meeting the bonus wagering requirements." I did not meet the bonus wagering requirements. I lost the bonus funds. So this part of the clause was not violated by me. What are you accusing me of? I must be asking this for the tenth time?

I'll also ask you a few questions. I want to hear the answers to them. These questions were asked by users on Reddit. If Hitnspin gives bets with low odds, why can't they be placed? Do you somehow mark bets that can't be placed? How can a client navigate so as not to get blocked? Do you apologize to clients for false accusations? How exactly?

By the way, in this situation you initially accused me of three counts. Two counts disappeared. You didn't explain it in any way. Imagine that the situation was being considered not by Casino Guru, but by a real court. That would be laughable.

Thanks to both parties for your replies.

I apologize for not replying earlier.

Dear HitNSpin Casino representative,

Please forward evidence of the breach of your rules to my email at tomas@casino.guru

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thanks for providing evidence to the casino representative.

I'll go over the information provided and will provide our observations.

I apologize for the delay.

Thanks for your patience.

Dear Kuz9,

Placing bets while the bonus is active, proceeding to lose the bonus, and later receiving a payout without the need to wager such winnings is a known abusive tactic used to circumvent the casino's bonuses. I recommend you don't participate in similar activities, otherwise, casinos might use this as an opportunity to confiscate your balance.

I went over the evidence of the casino, and we must conclude that the casino's actions were justified.

Due to the aforementioned reasons, this complaint will now be rejected. 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.