The player from Germany had a withdrawal issue where, one day after his verification was confirmed, HitnSpin declined his €4,000 withdrawal and subsequently blocked his account. He sought assistance as he had not received any responses. We facilitated the resolution of the issue, leading the player to mark the complaint as resolved. The player initially faced account blocking due to a discrepancy in the provided information, which was clarified during the communication process.
HitNSpin Casino - Player’s account was closed after withdrawal request.
Resolved
Our verdict
Case closed
Amount: €4,000
HitNSpin Casino
Safety Index:Very highCase summary
Discussion
Public
Public
7 months ago
Translation
One day after my verification was confirmed, HitnSpin declined my €4,000 withdrawal and blocked my account. No response. I'm asking for help.
Automatic translation:
Public
Public
7 months ago
Hello,
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 you were a player at the casino and when exactly your account was blocked?
- 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?
- Have you attempted to contact casino support? What response have you received?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
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7 months ago
TranslationHello Thomas.
Thank you for your quick response.
Luckily, I took a screenshot of my ID because I can't log in anymore.
Now to your questions:
- I'm a new customer, so I registered with HitNSpin just a few days ago. My account was blocked just yesterday.
- I only played two different slots: PlayNGo and another provider. I quickly won €4,000 with a €20 stake.
- I tried to contact support by email immediately after the ban. No response.
Automatic translation:
Public
Public
7 months ago
Greetings,
The support operator clearly explained the rules, that were violated:
" 5.3. You guarantee that when registering on the site you have provided complete, accurate, and reliable information about yourself, and in case of any changes in it, you will immediately notify the site administration. Failure to do so may result in the application of restrictions, suspension or blocking of your account, as well as cancellation of payments."
The player specified the wrong DOB, and turned to support to change it after a deposit/win.
Hope this clarifies
Regards
Public
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7 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear markuseliasjbr0658,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Peter
