The player from Germany won 3000 EUR but faced multiple issues withdrawing funds, including a 20% retention of winnings by the casino. After withdrawing 2400 EUR, the player encountered further complications with identity verification and a sudden blocking of the account due to claims of another old account. The Complaints Team concluded that the casino acted within its terms and conditions, as the player was found to have created a second account, which was against the rules. Consequently, the complaint was closed, and the player was advised to reach out for future issues.
HitNSpin Casino - Player's account is closed and withdrawal is delayed.
Closed
Our verdict
Unjustified complaint
Amount: €3,000
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
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11 months ago
Translation
I made a deposit and finished playing with the bonus. I only had real money left and was lucky enough to win 3000 EUR. The first time I tried to withdraw, it was declined, and customer support told me it was because the amount was too high. The casino retains 20% of the total winnings, which I find unreasonable. Because of this, I could only withdraw a round number of two thousand four hundred euros, as the casino kept five hundred eighty euros. I find this to be a real nuisance. But that wasn't the end of it... Since then, I've had nothing but problems accessing my money. I had to verify my identity, which I did. Everything was 100% green, but suddenly they wanted another document. I sent it to them, and once it was fulfilled, my account was simply blocked. I contacted support to ask why, and they claimed I had another account that was supposedly very old—something they hadn't cared about for so many years, but now it seems crucial. Yes, and since then, I've been locked out, and this has been going on for a few days now.
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11 months ago
Dear Aura.123,
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.
Do you know about the other casino account?
Has anyone in your household or using the same IP address created an account at this casino?
Have you previously made any successful withdrawals?
Could you specify which bonus you received? Was it a welcome bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
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,
Dominika
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11 months ago
Dear Aura.123
Can you kindly let us know who the following accounts belong to?
All registered in your name, all used the no-deposit bonus (including the disputed account Magd***[email protected])
Thank you for cooperation!
Regards
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11 months ago
Translation
Hello, I am sure that I did not create a second account with Hitnspin. At first I was unsure but I checked everything with my google history and I have opened accounts in many other casinos with this second old email address but with Hitnspin I only have one... I asked the chat to check the account after verification had been completed but they did not respond because if it is the case that a second account was opened with my name, IP address or whatever then it was not me. And it was never verified otherwise I would know about the second account
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11 months ago
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I have deposited money very often and played the money down to pass the time. Once I was lucky enough to win 3000 EUR and the bonus had already been wagered because you couldn't see it under bonus anymore where the tally runs until it is wagered and I have already played with real money. I'm not quite sure how high the bonus was but I think the deposit was twenty euros with eighty% and twenty free spins. I have never made a withdrawal.
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11 months ago
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The account what* means nothing to me but the mor* I had set it up for another casino only because you could get a real money bonus there without making a deposit. I never used it to sign up to hitnspin. I suspect that since I have registered with numerous other casinos, hitnspin is simply using them for its own purposes or someone has simply opened an account without my knowledge when I wasn't on my cellphone... I also use Google's automatic personal data fill-in function, which completes everything in a few minutes. I work in a shared apartment for ventilators and there are other people there who could use my cellphone while I'm working with a patient. That's why I asked the chat to check whether one of these accounts was verified, because that can't be. I would like my 3000 euros back and after these experiences I probably won't want to use my account anymore anyway. If they don't want to accept my identity and my account and therefore keep my money, then I demand every deposit that I have made into my account, because it is only fair either way. Everything else is really bad and calculated contributions, a scam, which is why they don't respond to anything and don't want to help. The only account that really belongs to me and that I consciously use and where my money is is the account... Mag******721@******
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11 months ago
Dear Aura.123,
Could you please let me know when you created your casino account and which games you played on the platform?
Additionally, do you confirm that this email (Mo**[email protected]) is yours?
It's important to remember that you are responsible for any activity on your phone and the accounts linked to it.
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11 months ago
Translation
Unfortunately I can't tell you exactly when I opened the account because I can't get into my account. I estimate it was about a year ago, but I haven't played on it for a while. I've been actively playing on the account for 3 months... the most frequently played games are book of god... legacy of Dead... book of glory... goldtrain... sugar rush 1000 (I won the money here). And the email from aol mor*** is mine, but it was hardly ever used and definitely not on hitnspin, that's for sure.
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10 months ago
Dear Aura.123, as per the casino’s policy, you are not permitted to create a second account. The only personal information required during registration is your email address. By changing these details, you effectively prevented the casino from recognizing that you had previously registered an account. Additionally, playing with bonuses under this second account is against the rules.
Given these circumstances, we believe the casino acted within its terms and conditions. Therefore, this complaint will now be closed.
Due to the aforementioned reasons, this complaint will now be closed. 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.
