The player from Germany had won €1000 after depositing €15 at HitNSpin Casino, but her account was blocked and the payout was refused. Support had stated that reactivation required her entire balance to be 'cancelled,' which she rejected as her winnings were legitimate. She had requested a case review, name correction, legal justification for the block, and payout of her funds. After reviewing the casino's Terms and Conditions and evidence showing multiple accounts accessed from the same device, it was determined that the player had breached the rule allowing only a single account per person. The casino's decision to close all related accounts and confiscate winnings was considered justified, and the complaint was rejected.
HitNSpin Casino - Player's account is closed and payout is delayed.
Closed
Our verdict
Other
Amount: €1,000
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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3 weeks 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.
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2 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks 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
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2 weeks ago
TranslationMy account was blocked on May 5th, related to a slot machine game. Yes, I submitted everything, but my ID wasn't accepted because of a single letter error; instead of Padurean, I wrote (paduren). The account was blocked immediately afterward.
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2 weeks ago
Dear Lisapadurean
Thank you for the complaint.
Can you kindly let us and CasinoGuru know, if this account is THE ONLY account you have at HitnSpin casino?
And whether you have a gambling addiction.
Kind regards
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2 weeks ago
TranslationHello,
Thank you for your message.
I confirm that I only have one account with HitnSpin.
Furthermore, I do not suffer from a gambling addiction.
I would like to reiterate that my winnings were earned through real wagering without the use of a bonus, and I remain fully prepared to verify my identity.
I therefore request that you process my payment accordingly or provide a specific reason for the refusal.
Best regards
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2 weeks ago
Dear Lisapadurean
Any chance you could explain who the following accounts belong to:
pad**eanlisa@web.de
lis**adurean@web.de
lisa.**sl20@web.de
Thank you so much in advance!
Regards
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2 weeks ago
Greetings,
That is why we asked if the disputed account is "THE ONLY ONE". And yes, multiple bonuses were used.
Unfortunately, this breaches T&Cs of the casino:
"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account".
Kind regards
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2 weeks ago
TranslationThank you for your feedback.
I want to clarify that I did not use any bonus. The older accounts were no longer in use and had already been closed or inactive.
There was no intention to break the rules or use multiple active accounts. The error in the name was also unintentional.
I therefore continue to hope for a fair review of my case.
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2 weeks ago
Thank you for your reply and for providing the previous details, Lisapadurean.
- Could you please clarify whether you ever informed the casino before creating the new profiles that you already had older accounts which were still active?
- Could you also specify the reason why you created new accounts while your previous ones were still registered on the site?
- Additionally, please provide any further communication you may have had with the casino. This may include screenshots, emails, or chat records. You can send all relevant documents to: petra.h@casino.guru or upload the screenshots directly to the thread.
Thank you once again for your cooperation.
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1 week ago
Thank you for your reply and for providing the previous details, Lisapadurean.
Could you please send me all above-mentioned further communication and any available screenshots so I can review the case thoroughly?
You can send all documents to: petra.h@casino.guru or upload the screenshots directly to the complaint thread.
Thank you again for your cooperation.
Best regards,
Petra
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1 week ago
TranslationThank you.
I have sent you all available information and screenshots regarding my case.
For any inquiries, I'm willing to help.
Regards, Lisa Padurean
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6 days ago
Dear Lisapadurean,
Thank you very much for the clarification.
I have reviewed the casino’s Terms and Conditions, which clearly state that creating more than one account per person is prohibited:
"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a ‘Duplicate Account’."
Furthermore, the Terms specify that in such cases the casino reserves the right to:
* close all related accounts,
* void all transactions,
* confiscate winnings and bonuses,
* and reclaim any withdrawn funds."
In addition, the casino confirmed that multiple accounts were accessed from the same device. Unfortunately, this is considered a breach of the casino’s Terms and Conditions, and under these circumstances the casino was entitled to restrict and close the accounts involved.
We understand that this situation may feel frustrating, especially if there was no intention to violate the rules. However, duplicate account restrictions are considered a standard and important part of casino policies aimed at preventing bonus abuse and maintaining fair play.
For this reason, and after carefully reviewing all available evidence, we consider the casino’s decision justified in this case. Therefore, we will now close this complaint as "rejected."
You can read more about our position on similar cases and recommendations for players in our Fair Gambling Codex.
I’m sorry we were not able to help you resolve this issue successfully this time. However, please do not hesitate to contact us again in the future if you encounter any problems with this or any other casino. We will always do our best to assist you.
Best regards,
Petra
