The player from Germany attempts to self-exclude from HITNSpin multiple times but faces communication issues that prevent proper action. Despite requesting to self-exclude in September and December, her account remains active, leading to significant losses of €8000-€9000. She seeks a refund for her losses from the time she first requested self-exclusion and wants her account permanently deleted.
HitNSpin Casino - Player requests refund after self-exclusion failed.
Amount: €38,000
HitNSpin Casino
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Case opened
Current status
Waiting for player to reply
6d 17h 26m 22s
Case summary
6 hours ago
Public
Public
yesterday
Translation
Hello,
I lost a lot of money at HITNSpin and wanted to self-exclude back in September, which I communicated in the
chat. I was told that the account could only be temporarily deactivated for one month and that I should send an email. The email kept bouncing back with a wrong recipient message. So, I continued playing. On December 12th, I again stated that I wanted to self-exclude, just like in September. The representative said that's a shame and that I should do it on the PC, and they would store my data for 5 years. After another inquiry, my message wasn't received, and I thought this meant they quickly deleted my account. A few days later, I realized I was still active and lost another €8000-€9000.
I would like to request a refund for my losses from the point when I asked to self-exclude or communicated this to the casino and to have my account permanently deleted.
Automatic translation:
Public
Public
6 hours ago
Dear Kylie1986,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem).
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru.
Thank you very much in advance.
Best regards,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Kylie1986 has 6d 17h 26m 22s to reply
