HitNSpin Casino - general discussion (page 7)

Hello! They blocked my account after a requested withdrawal. The reason is that I logged in from a different IP address. I sent them my address registration. I sent them a paid list but they won't unblock me and I can't understand what their problem is. They haven't unblocked me from Germany. I have nothing more to send them. They are terrible. I think they are a fake casino. Has anyone ever withdrawn from them? The site is hitnspin227.com. Please help.

The answer they gave me now is that there was a limit on the profits from the free spins, so they left me the 300 euros that was the maximum profit from the free spins and took away the remaining 2000. This is really misleading to say the least.

To anyone that might provide me with info regarding hitnspin casino. I've previously reached out about around 15000 dollars that they did not pay out to me as it stands. After communicating with casino guru I was told that this site is a scam and I should not pay any money to them. Well at that stage I've already deposited around 500 dollars as hitnspin instructed me in order to make payout possible. After I've paid they came with 1 more request of 600 dollars AND THEN payout will be possible. I'm really confused at this point simply because I was bluntly told it is what it is but when reading posts from other people, it seems that there is communication between casino guru and hitnspin and that some issues are actually resolved. Why am I then simply being told that it's a scam and that's it. 15000 dollars is life changing to me and I'm really trying to understand...

But that's true – all HitNSpin bonuses are limited to either three or five times the deposit amount, sometimes even to a withdrawal of just 300 euros.

Hi, the casino you complained about wasn't the original HitNSpin Casino, which is why you're confused. The page was a scam pretending to be the HitNSpin Casino.

You can see that in your complaint details too.

It was also explained to you in the complaint. Can you see that now 👈?

Hello, so the amount won was deducted in accordance with some free spins max win; is that so, please?

Maybe you can show us the casino's explanation, just to see it in more concrete context.

That might help figure out whether it was a fair decision. Do you agree, please?

Hello! As far as I can guess, this casino does not approve the VPN usage, so perhaps the problem is that you used it and it was detected. If the new IP also rose up as a different country, I bet that could be the reason why your account remains blocked.

Many casinos prohibit using the VPN if its usage masks the original country.

Well, just to understand it correctly, could you share how the casino explained this matter to you?

Perhaps we can try to help you somehow.

This was the answer I received. I think it's unfair and misleading to have the opportunity to win and when you win, not get your money.

Hello, I believe this is what we were talking about here earlier. These days almost every bonus comes with a limitation, so you are never allowed to withdraw all the winnings accumulated while playing with such a bonus. At this point, I would not consider it unfair. If I may offer a word of advice, always check the bonus rules, because without doing so, it is impossible to distinguish between an intriguing offer and a crappy bonus. Do you agree?

In my opinion it would be unfair if the casino applied different limits or rules aside from those you could read when the bonus was taken. Do you know what I mean, please?

Hello!

I am reaching out regarding my account being blocked and my balance of approximately 17,900 NOK being withheld after a large casino win. Most of these funds come from legitimate casino play (Pragmatic Play bonus buys with real funds across several days), not sports bets.

I submitted a complaint here earlier, but it was wrongfully declined. Submitted another one and its still pending, but wanted to ask here as an addition. The casino cited Rule 2.13 (identical bets), even though my sports bets were on the same team but at different time and with different odds, and my account remained active for several days after the bets and withdrawal requests. No prior warnings or communication were given before the block.

I am seeking guidance and assistance in resolving this matter fairly.

Thank you.

Okay, so you requested a reopen complaint when you say that most of your winnings come from playing slots? 

We don't deal with sports betting, so if that's all you mentioned, then it's possible that's why your complaint was closed.

As for your question, were they live bets? Or did you place two different tickets and have the same betting opportunities there?

What does "identical bets" mean for the casino, that you place multiple tickets where you bet on one outcome or one team? 

Hello Jaro! Yes, most of the winnings came from playing slots.

Understandable, but rejecting the complaint once more based on what the operator brought up as the reason doesn't give you a good look. This issue was primarily a casino one, I changed the wording and presented that in the updated/resubmitted complaint. As all of the withdrawable balance got primarily wagered on slots, most of the funds were therefore won there. Sport as a category was a smaller addition although the reason for my suspension.

I placed on the same NBA team to win live. Not handicaps, only winners market/the particular team to win.

Identical bets = Same outcome, usually used to abuse limits, but not in my case. The team I bet on won and that counted as an identical bet even though betting on different odds as well as different quarter and shouldn't count as so.

I managed to internally resolve this case by sending a formal document and explaining my side to their complaints email. Would recommend all other players to do so primarily, as a thorough check will take place. While review sites and forums may be used to warn others, the assistance you will recieve is not guaranteed or even good enough, as my complaint being rejected showed exactly that.

Will likely report back on this page once my funds have been recieved in full for other players to see.

According to your timeline, which I looked at, the first thing I noticed was that you first won on a sports bet. Then you won on Pragmatic Play and bonus buys. However, since the casino did not consider the sports betting winnings to be fair, that is why your reopen request was denied. This is because the whole situation was essentially caused by sports betting. 

No worries. As I stated previously, this issue got resolved internally by getting in touch with the relevant team which proved that nothing fraudulent took place from my side.

As for other players reading this, would still recommend getting in touch with the casinos complaints representative by filling out a formal document which doesn't take that long. If communication from your side is clear and non aggressive towards their decision or internal rules, assistance and a fair resolution will most likely be provided.

Usually the complaints email is present on most operators sites, may be located on the bottom where terms are found, while even some operators without a visible license provide such opportunity if you disagree with their decision.

I'm glad you managed to resolve the issue with the casino peacefully.

If everything is as it should be, that's the most important thing.

Let's hope that similar situations don't happen again. 🙂

Thank you for being understanding! And sorry for being a bit hostile, I wasn't in the clear state of mind due to lengthy conversations with both the support, as well as the representative.

A withdrawal request had been requested today during the night. Support confirmed that processing would take 5 minutes to 48 hours, but no longer than 5 days. Since I'm utilizing crypto, should be a lot quicker. Will report back once the funds arrive in full.

As long as you can evaluate everything normally in the end, it's not a problem that you feel frustrated sometimes. I would say that's normal, especially when you're dealing with things like this.

So don't worry and think positively. 😉

Overall I would say that the operator solved my case fairly, as mistakes are normal in every industry and all individuals are able to make them.

Will open a new complaint if the processing time exceeds the advertised timeline, but have no further complaints regarding this case.

Once again, thank you for being available and understanding 🙂

That sounds fair.🙂

I would just like to point out that we always give casinos 14 days to pay out players.

Let's hope it takes as little time as possible in your case.

I'll wait for an update.

Hello dear casinoguru team!

Like we discussed, wanted to report back that my funds arrived almost in full. Around 1200 nok were missing - The price of USDT don't change, so this wasn't espected as the funds should have been sent in full. Requested a check from the administration using support and will gladly report back if they issue a refund for the missing amount.

17960 nok = 1775 usd

But apart from that, I believe the administration accorded fairly and solved my case perfectly, as my wrongdoings were cleared.