HitNSpin Casino - Player’s account is blocked.

Since October 23rd, my account has been "blocked." I can log in, but I can’t do anything — I can’t make a deposit, withdraw my funds, or even open any game, as I keep getting the message "Your ability to bet is blocked. Please contact support."

I’ve contacted support several times, and each time I’m told that my account is being reviewed. I still have €800 to withdraw, but I can’t do anything with it. My account was verified. Please help.

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When did you pass account verification? Which documents have you provided during the verification process?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello @Tomas I've sent you all the informations to your mail.

Have a good day.

Dear AL1993

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear AL1993,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from HitNSpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear HitNSpin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

I sent you a list of all the games I played by email. None of them have any option to collect or store anything.

Hello, Kubo,

The proofs were provided.

Kind regards

Dear HitNSpin Casino,

Thank you for providing the additional context regarding this matter.

Dear AL1993,

Thank you for your patience while we reviewed your case. I understand how frustrating these situations can be, and I want to assure you that we examined the casino’s evidence carefully and objectively.

Based on the information provided, we must conclude that a violation of the casino’s Terms & Conditions did occur. Although I cannot disclose the specific details, the evidence indicates activity consistent with gaining an unfair advantage, and therefore we cannot consider the complaint justified.

I know this is not the outcome you were hoping for, and I’m genuinely sorry we couldn’t reach a more favorable resolution. If you ever face issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center - we are always here to support you.

Best Regards,

Kubo