The player from Germany had requested a permanent account closure at HitNSpin but was not attended to immediately. This delay had led to the player depositing and losing an additional €1,518. The account was finally closed after a subsequent request. The player had claimed that she had repeatedly asked the casino to close her account, however, she didn't provide any proof of these requests. The casino had confirmed that the account was permanently blocked. We had advised the player to keep evidence of any self-exclusion requests in the future but due to lack of proof in this case, we had to reject the complaint as unjustified.
HitNSpin Casino - Player is complaining about delayed self-exclusion.
Amount: €1,518
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
11 months ago
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1 year ago
Translation
Hello everyone,
I registered at Hitnspin on the 13th of November 2023. I lost a lot of money, so I decided to send an email on the 3rd of December 2023 at 17:36 pm, demanding the permanent closure of my account because I perceived the casino to be untrustworthy. I sent my message, stating my name and from the registered email address to support@hitnspin.com.
The casino did not immediately close my account, if at all. This led me to deposit and lose an additional 1,518.00€ . I complied with all required Email procedures, but the casino acted utterly irresponsibly and refused to shut down my account. This allowed for more money to be deposited and lost, despite me wanting to close my account to protect myself from my gambling addiction!
Only after prompting them again in the chat today (8th of December 2023), my player account was suddenly deactivated.
In my opinion, the casino handled this in a fraudulent and irresponsible way. A responsible casino would have immediately closed the account!!! Please help me get my money back.
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1 year ago
Dear cagon2512,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the option to request a self-exclusion and this is what I found (here):
31 PERSONAL LIMITS AND SELF-EXCLUSION
31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.
31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money.
- Could you please advise if you tried to activate the self-exclusion inside your player's account as described in the T&Cs?
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
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1 year ago
Translation
Hello, thank you for your answer.
Unfortunately, I didn't find this self-exclusion option. But I was never informed about this possibility by Live Support! Even if I couldn't find the self-exclusion option on my profile, I still need to be informed that this option exists. Or if I request closure, it has to be implemented.
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1 year ago
I've noted your request for account closure dated December 3rd, where you expressed dissatisfaction with not receiving bonuses despite playing €1,950 in a week. It's crucial to clarify that account closure should not be employed as a negotiation tactic for obtaining promotional offers.
Upon reviewing the conversation, I observed that the casino responded to your message. Could you confirm whether, at any point during the exchange, you disclosed information about your gambling addiction?
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1 year ago
Translation
I didn't reveal any gambling addiction. But there are chat histories before December 3rd, 2023 in which I often and repeatedly ask the casino to close the account! Even then, they don't want to follow up on my request because they write to me several times asking me to continue to be active in order to receive offers. In one chat I repeatedly asked for closure, not exclusion!! And then I was told that I had to verify myself first.
In order to close the account, which I specifically asked for, no prior verification is necessary, unlike self-exclusion. This is a deceptive tactic used by Hitnspin. Since the account has now been closed, I can no longer view the chat history. Maybe you have another way to claim this. They clearly state that I ask several times to close my account.
In my email dated December 3rd, 2023, I also clearly stated that I felt cheated and would like to close the account. I didn't write that I would like a bonus. I had already been denied this in the chat and told me that I had to write an email and ask for the account to be closed. That's ridiculous. But I did that anyway. I wrote an email and wrote why I wanted to close the account, with my name and email address and still it wasn't closed!!
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1 year ago
Translation
A fraudulent act is clearly recognizable because the casino only reacts when I want a refund and contact me in the chat. Then suddenly you can close my account immediately.
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1 year ago
I empathize with your frustration, cagon2512. Nevertheless, it is crucial to note that if a casino provides an option for self-exclusion or account closure within the account interface, it should be utilized initially. In cases where the casino lacks this option, the subsequent procedure should be implemented to preserve supporting evidence for future reference:
When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.
Example:
Email subject: Self-exclusion
Player’s info:
First name:
Last name:
DOB:
Casino login:
Email address:
"Greetings HitNSpin Casino,
I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).
The reason that preceded my decision is xxx
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."
- When was your account blocked, please?
- If you possess any supporting evidence that you requested account closure earlier than the 3rd of December and your request was overlooked, please forward it to petronela.k@casino.guru.
If your only request was the one that we saw in this thread earlier, I'm afraid we won't be able to help you.
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1 year ago
Hello all
We'd like to confirm, the account was permanently blocked from 08.12.2023 14:16:52 (UTC)
Best regards
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1 year ago
Thank you, HitNSpin Casino Team, for your assistance.
Dear cagon2512,
Please be aware that in many casinos, at least a basic verification is required before an account can be permanently blocked. This measure is in place to ensure that the same player does not open a new account in the same casino using the same credentials in the future.
I have noticed that your account has now been permanently closed.
Once again, if you have any supporting evidence indicating that you informed the casino about your intention to have the account permanently blocked before the email we previously reviewed (where you expressed dissatisfaction with not receiving any bonuses), please forward it to petronela.k@casino.guru at your earliest convenience.
Looking forward to hearing from you.
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1 year ago
Translation
I have often pointed out to Hitn Spin in the chat that they should please close the account. I will write to you but I don't think you will send me the chat history. In a chat before December 8th. I more or less begged them to close the account. My details were known, so there was also basic verification, the account could have been closed without any ifs or buts! Instead, I was repeatedly annoyed to stay active in order to receive bonuses. So a fraudulent strategy!!! After I asked for the account to be closed three times in the same chat and it wasn't done, I left the chat annoyed!!! That was a strategy used by the employee.
This chat history alone would reveal everything. At Hitn Spin you can't send the chat to each other after you've finished. This option does not exist!!
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12 months ago
We strongly recommend players to retain evidence of any self-exclusion requests for future reference. It's important to note that, in your case, since you didn't utilize the self-exclusion tool provided in your account and failed to keep supporting evidence of your communication with the casino, indicating your intention to permanently block the account and clearly stating the reason for your decision, our ability to assist is limited.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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11 months ago
Dear cagon2512,
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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11 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
