HomeComplaintsHitNSpin Casino - Player requests refund after self-exclusion failed.

HitNSpin Casino - Player requests refund after self-exclusion failed.

Amount: €38,000

HitNSpin Casino
Submitted: 21 Dec 2024 | Case closed : 13 Jan 2025
Case closed Our verdict

Insufficient evidence from player

REJECTED

Case summary

The player from Germany attempted to self-exclude from HITNSpin multiple times but faced communication issues that prevented proper action. Despite requesting to self-exclude in September and December, her account remained active, leading to significant losses of €8000-€9000. She sought a refund for her losses from the time she first requested self-exclusion and wanted her account permanently deleted. The issue was resolved by the Complaints Team, which concluded that there was insufficient documentation to support the player's claim of gambling addiction as the reason for her account closure request, resulting in the rejection of her complaint.

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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:
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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.

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Translation

Hello, I only have the chat history from December but I can't upload it. Is there another way to upload it?

I have not been able to log in to Hitnspin since December 24th, 2024 because they have now managed to block my account after months.

Automatic translation:
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Are you unable to send me the history via email? My email address is veronika.f@casino.guru as I mentioned in my previous reply. Alternatively, you may post screenshots directly here.

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Translation

Hello, I have sent the screenshot to the specified email address.


Best regards

Automatic translation:
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Thank you for your email. I have reviewed the screenshot of the chat transcript you provided, and it appears that while you requested the closure of your account, the reason for this request was not specified.

Please understand that we are only able to request a refund of lost deposits in cases where a player explicitly mentioned gambling addiction as the reason for the account closure request. This is necessary to demonstrate that the casino failed to adhere to responsible gaming practices by allowing further deposits and gameplay.

If you have any additional messages, screenshots, or communication records where you mentioned gambling addiction as the reason for your account closure request, kindly share them with us. These would be crucial in strengthening your case.

Thank you for your understanding and cooperation. I look forward to your reply.

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Translation

Hello,


thanks for the feedback.

Unfortunately, I have not saved any further history. But HitNSpin has the histories.

Is there still a possibility to get the losses back or should I take action against it with my lawyer?

Automatic translation:
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Dear Veronika, Kylie1986

We have scrupulously investigated all the correspondence and were not able to find any mentioning of "gambling addiction" nor any sort of gambling control issues.


The account will now remain blocked due to gambling addiction, as specified within this complaint.


Kind regards



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Translation

Hello,

This is not true. I asked at least 2-3 times for my account to be blocked, but this only happened months later and only because I contacted Casinoguro.

Automatic translation:
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Dear HitNSpin Casino representative,

Thank you for providing additional details regarding the player's situation.


Dear Kylie1986,

Thank you for reaching out and sharing your concerns with us. I understand how challenging this situation must be for you.

After reviewing the information provided, I have received only one email containing a chat transcript where you requested the permanent closure of your account. However, during this interaction, you declined to disclose the reason for your decision. As a result, this cannot be classified as a valid self-exclusion request based on gambling-related issues.

Please understand that we are able to assist players in obtaining refunds only when they have explicitly informed the casino of their gambling addiction and requested self-exclusion, but the casino failed to act on such a request. Since there is no documentation showing that you requested account closure due to gambling problems, we regret to inform you that we are unable to proceed with your complaint.

Due to the aforementioned reasons, this complaint will now be rejected. 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.


As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

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