HitNSpin Casino - Player's winnings have been confiscated.

I signed up at the casino about a week ago, deposited my money and they gave me some bonus which I lost, I made a second deposit, I received more bonuses and I lost my money and the bonus again, today I logged back into the account and there were 50 freespins with 0.20 minutes available for me as bonuses, I played them and won about 50 euros, I played other games and finally I found myself winning about 2400 euros, I kept playing, a message came to my screen telling me that the bonus had been wagered successfully and I kept playing until suddenly, looking at my balance, 2000 euros were deducted and I was left with 300 without being able to understand the reason, I contacted the casino and they told me the bonus was canceled, I asked which bonus since I got a message that I had it I bet and how is it possible that 2000 euros could suddenly be removed and I did not receive any clarification except that the bonus was removed. We are really talking about fraud and please ask for your intervention to get my money.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Dimitrios13,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with the casino.

It would be very helpful if you could provide us with:

• A screenshot of your bonus history in the casino account, showing when the bonus was activated and removed.
• A full game history (or at least the sessions where the winnings and deductions took place).

If it’s easier, you can forward any relevant communication, screenshots, or documents directly to my email: petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Dimitrios13,

Thank you very much for sending the screenshots. I’d like to draw your attention to the casino’s bonus terms, which you can review here: https://hitnspin.com/en/bonus-terms. According to the rules regarding no-deposit bonuses:

"Upon claiming a no-deposit bonus, players should be aware of a maximum cashout limit on winnings from the bonus. This limit is clearly stated in the bonus terms. If a player's winnings surpass this limit, the excess will be deducted when they withdraw. This rule aims to ensure fair play and equal distribution of bonuses.

– When a player makes a deposit after claiming the no-deposit bonus, the maximum cashout limit will be increased by the amount of the deposit.

– Once the withdrawal is made, this limitation is voided.

– The rule applies if the withdrawal amount including the wagered no-deposit bonus exceeds €500.

– To continue playing without limitations regarding the amount of winnings, you need to first withdraw the winnings gained from wagering a no-deposit bonus and then make another deposit."

Based on your description, it is possible that the casino applied this maximum cashout rule when removing €2,000 from your balance. Still, before reaching any conclusion, we would like to confirm this directly against your full bonus and game history.

Could you please let me know if this explanation is satisfactory for you, or if you would like us to continue investigating this case further with the casino?

Thank you.

Hello all,

We've checked the player's gameplay, and it appears all accounting was strictly according to WelcomeBonus T&Cs (bonus balance received from free spins for the first deposit".

More information available at:

https://hitnspin.com/en/welcome-bonus-pack

Kind regards

Yes please, I would like it if it would be easy for you to investigate my issue further and let me know what was the reason I did not receive my money.

Since you're telling me that all the laws and conditions have been followed, aren't you even telling me which rule I violated and didn't get the money but only the 300 euros?

Dear Dimitrios13

Rest assured, you did not violate any rules.

The bonus you received has a max cashout limit.

From free spins you received 67.76 EUR

According to point 7: "The maximum conversion amount is х5 the bonus amount for cash bonus and free spins."

Thus: 67.76 x 5 = 338.8 (max possible cashout).

Exactly this amount was transferred at 05.10.2025 18:49:48 (UTC) onto your real money balance.

Hope this clarifies.

Regards

Yes...so free spins are given but if you happen to win, the winnings are not given except up to an amount that you decide. If this is not misleading, then what is?

Also, since it's like that, why weren't the 2000 euros removed directly but you let me play with them for a while?? @kazinoguru-gr.com what's your opinion on all this??

Dear Dimitrios13,

Thank you very much for your follow-up message.

I completely understand that this situation feels unfair and confusing — many players are disappointed when they discover that their winnings from free spins are limited. However, please note that a maximum cashout limit for Free Spins bonuses is a very common rule among online casinos.

In your case, as the casino representative explained, your free spins generated winnings of €67.76, and according to point 7 of the casino’s Welcome Bonus Terms (available here), the maximum conversion amount is x5 the bonus amount. This means your cashout limit from the free spins was €338.80, which was correctly transferred to your real balance after wagering.

These limits are not hidden — they are publicly listed in the casino’s Bonus Terms and Conditions, which apply to all players who use such bonuses. The purpose of this rule is to prevent abuse of no-deposit or low-value bonuses and to maintain fairness for all players.

While we understand your frustration, it appears that in this case, the casino applied the rule according to its stated terms. Could you please let us know if this explanation is satisfactory for you? If yes, we will consider this case resolved, as there’s unfortunately nothing further we can do from our side.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dimitrios13,

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,

Petronela