HitNSpin Casino - Player’s account should have been closed.

Hallo

ich habe durch spielsucht eine Konto Sperrung durch live Chat angegeben wurde leider nicht gemacht weshalb ich wieder neu eingezahlt habe. Ich möchte das Geld zurück haben.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me the full live chat transcript or screenshots showing when you informed the casino about your gambling addiction and requested your account to be suspended? Please make sure the date and time of the conversation and the casino's response are visible. My email address is veronika.f@casino.guru.
• Did you make any further attempts to contact the casino about your gambling problem or account suspension after this live chat? If so, please provide the relevant correspondence as well.

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

Best regards

Veronika

Ich habe ihnen das per Email gesendet

Dear Patau123

Can you please provide a screenshot of your e-mail with the request, that would include the gambling addiction issue?

Thank you for cooperation!

Regards

Ich selber habe keine Email an das Casino geschrieben nur im Live Chat. Dies hab ich ihnen per Email zukommen lassen

Thank you for providing the screenshots.

I can see another conversation dated September 14 in your chat history whose preview indicates that you contacted the casino about gambling addiction earlier that morning. Could you please send me the complete screenshots or transcript of that conversation, including the date, time, and the casino’s response?

Please also provide your transaction or gaming history showing the deposits and losses made after your first gambling-related account-blocking request, and confirm when your account was eventually restricted or closed.

You can send the documents to me at veronika.f@casino.guru. Please include complaint number 230356 in the email.

Ich habe ihnen eine Email zukommen lassen

Dear Patau123,

Thank you for the screenshots and the additional information. I’m sorry to hear about the difficulties you experienced.

I reviewed the chat in which the casino’s support confirmed that you requested account closure on September 14 and that your account was closed on September 16. The support agent also confirmed that you made deposits on September 14, but none on the following days.

Based on the information available, the casino closed your account within a reasonable time after your request. Therefore, we cannot ask the casino to refund the deposits made on September 14. I understand this is disappointing, but we will have to reject your complaint.

Best regards

Veronika

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