The player from Germany won €1000 after depositing €15 at HitNSpin Casino but her account was blocked, and payout was refused. Support stated reactivation requires her entire balance to be 'cancelled', which she rejects as her winnings are legitimate. She requests case review, name correction, legal justification for the block, and payout of her funds.
HitNSpin Casino - Player's account is closed and payout is delayed.
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Current status
Waiting for player to reply
6d 22h 47m 46s
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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13 hours ago
Translation
I deposited €15 at HitNSpin Casino and won €1000. No bonus was used; the winnings came entirely from real money wagers.
After winning, my account was suddenly blocked and a payout was refused.
Support informed me that my account could only be reactivated if my entire balance was "cancelled." I expressly reject this condition, as my balance was earned through legitimate gameplay and is not subject to any bonus conditions.
Additionally, I noticed a small typo in my name (one letter is incorrect). This error was unintentional. I am, of course, prepared to fully verify my identity and submit correct documents (ID card, proof of address, proof of payment).
Despite my willingness to cooperate, neither a payment is processed nor is a clear legal justification given for the block or the cancellation of the balance.
I request:
Review of my case by the complaints team
Correction of my personal data (name errors)
Clear legal justification for the block and payment freeze.
Payout of my legitimately earned credit
I have saved screenshots of the account suspension, the balance, and the communication with support, and can present them at any time.
Automatic translation:
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1 hour ago
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1 hour ago
Dear Lisapadurean,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- When did your account get blocked?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Have you already submitted the necessary documents for verifying your identity? If so, when?
- Could you please specify the issue with the incorrect spelling?
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
Petra
