HitNSpin Casino - Player’s account blocked and winnings confiscated.

My account at this casino was blocked without valid reason on 07/02/2024. Let me explain the situation. I deposited 150 euros and aside from my funds, I also received bonus money. I used my real money to play on various slots, roulette, and instant games. The bonus was played through automatically. After losing around 70 euros, the bonus was completely wagered, leaving me with roughly 80 euros. The bonus funds were then moved to my real account. I played a bit more and requested a withdrawal. My account had been previously verified and I had made withdrawals before. Then yesterday, when I tried to log in to check whether the funds had been withdrawn, my account was blocked. The customer support stated that the reason was "safe wagering", therefore my account was blocked and my funds were confiscated. They refused to answer any further questions regarding this matter. When I asked to speak with a manager, they threatened to close the chat. This is outrageous, understand that they gave me the bonus and I wagered it fairly, playing multiple allowed slots, without breaking any rules. In the end, I'm left without my money. How could I have safely wagered the bonus if I lost 70 euros and played games where losing is possible? The casino is breaking all rules and simply blocked my account, refusing my request to challenge the block. Please help, if possible I would like Petronela to assist me. Thank you.

Hello Necenko123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HitNSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? What kind of bonus did you use exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The account was confirmed more than a week ago, after that I had withdrawals of funds, I don’t remember what bonus was used, most likely the first bonuses that the casino gives to clients, I tried to figure it out with the casino support service and build a dialogue, but they refused to make contact , the only thing the casino said was that there was safe wagering, and by decision of the administration, my account was closed, I justified that I played different games and did not violate anything

, how can there be safe wagering when the client loses his funds. As a result, they closed the chat, I just don’t understand how you can so brazenly take money from your clients. Those who play honestly, mind you, I had previously played the same games, and then my funds were withdrawn to me, as soon as the bonus was wagered, they block, why then do they give their clients bonuses if they close their accounts because of this. If possible, let Ms. Petronela handle this dispute

Hello Nick

Exactly the same case as for https://casino.guru/hitnspin-casino-player-s-account-blocked-after-bonus

In fact, we believe that this the same person, playing from the same computer and providing fake documents.

The following T&Cs were breached:

"In case we determine the player is using a bonus or any other promotional offer for the sole purpose of obtaining a positive result using known methods aimed at safe wagering of this bonus, the player will be immediately deprived of the current real and bonus balances, and may as well get blocked for the bonus abuse. This may also include:

Leaving large bets on the table, for example, in blackjack, and returning to the game after bonus wagering has been completed.

Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play"

Please find the explanation what the player was doing:

1) Player makes a deposit and receives a vast bonus

2) Then he makes two bets (on red and black equally) in Roulette. (Hiding the money in order to access the bonus balance)

3) Continues playing by using the bonus balance, hoping to get it wagered. (Fails)

4) Deposits again and receives another huge bonus.

5) Points 2-3 get repeated

6) One bonus meets the wagering requirements and converts into the real money.

7) Without any risk, player enters the roulette games (where previously left his real balance) and receives the money back.

Kind regards

Hello casino administration, first I would like to clarify why you do not give players the right to challenge the blocking, why do you think that if they decided so, then that’s all? Your support service is terrible, they give reasons and want to close the chat quickly.

Further regarding your accusations, when registering I read your rules, you say that I safely won back a "huge" bonus, before that I played fast games and roulette in the same way, but at the same time withdrew my funds, you are only talking about roulette, but I also played Aviatrix, do you think it is also safe? I lost more than 150 eur there, how can it be safe, in roulette the same thing, the chance of getting a zero is quite low, so your accusations about safe play are incorrect. Why did you withdraw my funds before that if I allegedly violated the rules? I know the answer, because the bonus was not wagered, you give bonuses for first deposits, in the hope that the client will not win it back, and if the client wins back, you block the account. I played roulette for real money, I played only allowed slots with bonus money, I didn’t break the rules. I hope that the casino guru will help solve this problem. And about fake documents, this is slander on your part and a violation of the law, I passed your verification, and before that I withdrew my funds, you are just looking for a reason to block and keep your clients’ funds for yourself

Hello Necenko123,

As we will require additional evidence from the casino regarding the delayed rounds, I will be forwarding your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Necenko123,

I'm taking over your complaint. I have reviewed your case and understand the situation. However, if you used a strategy as described by the casino, I'm afraid, I won't be able to help you. The unfair advantage over the casino is quite clear.

Hello Peter, I think I understand what we are talking about, several times I had such a situation that while playing roulette the game itself froze, just after pressing play it gave an error, and I had to wait 10 minutes and refresh the page, at this time I I could play with bonus funds, but it’s not my fault that roulette can periodically give an error, I didn’t use any strategies, especially before that I played exactly the same way and the casino withdrew my funds to me, believe me, I’m an honest player, and I didn’t intentionally violate anything , let the casino withdraw my funds, if they want, I will not play in their casino anymore

Hi Necenko123,

Have you reported the roulette issue to the casino?

Dear HitNSpin Casino team,

Could you please forward the player's game history to my email address (peter.m@casino.guru)? Thank you.

Hello, Peter

The e-mail was just sent.

Regards

Hello Peter, no, I didn’t report it, since the problem was solved on its own, but can you answer what exactly I violated?? I thought you were helping players here

There was no safe wagering on my part, before that I played exactly the same way when I lost, the casino had nothing against it, as soon as I won it turns out that I broke the rules

Thank you HitNSpin Casino team for the game history,

I've sent you some additional questions.

Hello,

Whilst the extra answers are being provided to CasinoGuru representative, we will kindly be asking the player to provide more documents for completing KYC check. The e-mail will be sent shortly.

Regards

You apparently decided to mock me, now you will demand additional demands from me, Peter, I assure you that the casino is doing everything to withdraw my funds, I passed verification, they withdrew my funds to me before, now they are looking for reasons, but I want withdraw your funds faster if the HITNSPIN casino gives guarantees that they will withdraw my funds immediately after the photo they asked for, I agree.

Dear Necenko123

We are looking forward to your documents, it's been a couple of days already 🙂

Also, a video verification will be in place afterwards.

Thank you in advance for cooperation!

Regards

Now the Casino guru will decide, you are completely insolent, and I hope all your potential clients will see, I have passed your verification, now you will always ask for various documents just so as not to withdraw my funds, I am telling you the first condition, I agree if you withdraw my funds , I hope the guru understands what's going on here

withdraw my funds and I will no longer play in your casino

Hi all,

Thank you for your replies.

Dear Necenko123,

It's not unusual for casinos to request additional information or another form of verification. I suggest you follow the casino's instructions to speed up the process.

Hello Peter,

Sorry for the delay, additional info was provided.

Kind regards

Thank you HitNSpin Casino team for the explanation.

Dear Necenko123,

I have reviewed all the evidence and regret to inform you that I cannot assist you. The strategy you employed provided you with an unfair advantage over the casino, which is prohibited in most casinos. Regrettably, your complaint will not be upheld. My only advice is to refrain from using such strategies in the future to prevent complications. If you wish to challenge our decision, you may contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) for additional support. I wish I could be of more help.

Best regards,

Peter