The player from Germany had requested a withdrawal of €1,500 and completed the required verification, but received a decline notification. Upon attempting to log in for further information, he discovered that his account had been blocked. The issue had been identified as a mismatch between the player's provided identification and the information on his account, which led to the account's closure and the rejection of the withdrawal. We clarified that correct personal information had been essential for verification processes in online casinos, and the player's complaint was ultimately not resolved in his favor due to these discrepancies.
HitNSpin Casino - Player's account is blocked after withdrawal rejection.
Closed
Our verdict
Unjustified complaint
Amount: €1,500
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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1 year ago
Translation
Subject: Complaint about rejected payment and account blocking
Ladies and Gentlemen
I requested a withdrawal of €1,500 and verified myself according to the requirements. However, I received an email informing me that the withdrawal was declined. The message asked me to log in to find out the reason for the decline.
However, when I tried to log in, I found that my account was blocked without any notice or reason given.
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1 year ago
Dear xwwk6qqqrf,
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 were you a player of the casino and when exactly your account was blocked?
- Did you contact casino support and ask for a reason why your account was closed and withdrawal rejected? What response have you received?
- 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?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Dear xwwk6qqqrf
Thank you for the complaint.
According to T&Cs of the casino:
"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."
The last name from documents provided does not match the personal data within the gaming profile.
Can you kindly provide info on that, please?
Regards
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1 year ago
TranslationAs I mentioned, I have already deposited a large sum into my account with you - without any problems and without any complaints. These deposits far exceed my current profit of €1,500.
I enjoy playing on your website and have always been satisfied with your service. It would be all the more unfortunate if there were problems with a withdrawal. This of course also affects the trustworthiness of your casino.
Therefore, I ask you to immediately process my well-earned payout and reactivate my account so that I can continue playing with you.
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1 year ago
TranslationHello Thomas,
hello dear Casino Guru Team,
Thank you for your feedback. Here are the answers to your questions:
- My account was created on November 27, 2023 and closed on February 26, 2025.
- I contacted support and after five days I received a response or rather a counter question asking why I had entered my full name incorrectly.
- I only played slots.
- I reached my account balance without a bonus.
I hope you can help me with this matter, as this is certainly not an isolated case of a refused payment.
Thank you in advance for your support.
Alex S.
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1 year ago
Dear xwwk6qqqrf,
Please understand that you must always enter correct and complete personal information. Providing incorrect personal information, and failing to correct it will cause you issues with verification in any online casino. It is impossible to pass the verification if you play using incorrect personal information.
I would recommend you check every online casino account you have and correct your personal information with the help of support if necessary, before depositing and playing.
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 issues with any online casino in the future.
