The player from Germany had lost between 10,000 and 15,000 Euros rapidly and had her withdrawal requests denied. She had expressed dissatisfaction with the casino's customer service, which had refused to close her account upon request and failed to provide a no-deposit bonus, offering only a 5% cashback instead. The player had reported that her account was blocked and she no longer had any active balance to withdraw. The casino had confirmed that the account was blocked per the player's request and due to suspicion of gambling addiction. We had concluded that since the player had lost her winnings and her account was closed, there was little we could have done to assist. The complaint had been subsequently closed.
HitNSpin Casino - Player complains about bonus and withdrawal issues.
Amount: €10,000
HitNSpin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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6 months ago
Translation
Dear Sir/Madam,
As the customer service team has not been helpful, constantly coming up with excuses regarding bonuses without deposits, I find myself at a loss. I have experienced a loss of between 10,000 and 15,000 Euros in a very short time, and my withdrawal requests have been consistently denied.
I have contacted customer service multiple times to request that my account be blocked, but they have refused to do so. Furthermore, I have asked for a bonus without a deposit, but this is unfortunately not possible as an amount of 50 Euros must be wagered 40 times over.
The Cashback offer is also laughable, being only 5% of the deposited sum that needs to be wagered 5 times over.
I'm at my wits end,
I have included the chat transcript. If you wish to view the payment history and the complete chat transcript, I will be more than happy to send it to you.
When a withdrawal is made, it will only be deducted from the player's account after 3 days. This makes it highly likely that the money will be gambled away.
Could you please assist me?
I would like to lodge a complaint about this casino and warn other players about it.
Please feel free to contact me with any further inquiries.
Thank you very much.
Kind regards,
M.Kolb
Automatic translation:
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6 months ago
Dear mariak90,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I would like to address each of them.
If you are dissatisfied with bonuses in general, we are unable to assist. Each gambling establishment has its own bonuses and bonus conditions, and we cannot dictate the rules or determine who should be eligible to play with them.
Furthermore, we are not in a position to force casinos to close players' accounts unless they express gambling problems. The easiest solution is to unsubscribe from all communications with the casino and stop using the account. The vast majority of online casinos close inactive accounts sooner or later anyway.
Lastly, it’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please advise if you currently have any active balance you wish to withdraw, or any pending withdrawals?
Thank you in advance for your reply.
Best regards,
Kristina
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5 months ago
Dear mariak90,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Good evening,
Thank you for your message, there is no credit left on it as the withdrawal was constantly refused, I lost all my money, as I have not deposited anything else and do not want to lose any more money, I wanted to be deleted from this casino.
Best regards
M. Kolb
Automatic translation:
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5 months ago
Translation
Good evening,
Even if I had credit on it, I wouldn't have been able to withdraw it anyway because they blocked my account.
Best regards
M. Kolb
Automatic translation:
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5 months ago
Dear mariak90
The account was blocked according to your request. Also, there is a suspicion of gambling addiction.
Kind regards
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5 months ago
Hello everyone,
Thank you both for your replies.
mariak90, sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.
Since your account has been closed, I am forced to close this complaint. 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.
