A player from Poland attempted to withdraw 3,263 PLN, but the transaction was canceled, and their withdrawal option was blocked. Upon contacting customer support, they were informed that their account was under review. Later, they discovered that their account had been permanently locked without explanation. The player sought the return of their winnings. After gathering all necessary information and evidence, we rejected the complaint as unjustified due to a breach of the casino's terms and conditions. The evidence proved that the player had used an exploit to accumulate unfair winnings, justifying the casino's actions to close the account and confiscate the funds.
HitNSpin Casino - Player’s account closed, winnings confiscated.
Amount: 3,263 zł
HitNSpin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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6 months ago
Hello, Im playing on hitnspin quite some time already, but it was strange for last few days, I Think I was playing on their casino like 3-4days ago and I tried to withdraw the money I won 3263 PLN or Close to this, but yesterday they cancel my withdrawal and blocked my withdraw option and it was saying that I can’t make and withdraw contact cfustomer support so I contacted them. Then they said that my account is in review in administration, so I went back to sleep and today I tried to log in and withdraw my money but I can’t because my account is locked and I tried to contact them but they said it’s permament but I don’t do anything and my money I lost.. Can I at least get my money back? Please
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6 months ago
Dear kkkk,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
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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6 months ago
Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
-exactly 03.05.2024 and my account was successfully verified at 04.05.2024
Which games you’ve been playing (live casino games, slots, or sports betting)?
- Slots only
Were your winnings accumulated with or without an active bonus, please?
I accumulated winnings without active bonus.
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6 months ago
Dear Petronela
We'd like to provide some info via e-mail, regarding this very case with the bonus abuse scheme. (Since the info may be sensitive and may affect other operators).
Is it ok with you?
Thank you in advance!
Regards
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6 months ago
I just want to withdraw my money. I don’t mind to lock my account. I quit gambling anyway.
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6 months ago
Dear HitNSpin Casino Team,
Thank you very much for your assistance.
You can forward any supporting evidence to petronela.k@casino.guru.
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6 months ago
Good evening, Petronela
The clarifications were sent via e-mail.
Best regards
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6 months ago
Dear kkkk,
After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions.
We reviewed the evidence and concluded it proves you used an exploit to accumulate unfair winnings. We therefore consider the casino's actions to close the account and confiscate funds as justified.
I am sorry we could not have been of more help on this occasion.
Best regards
Petronela
Casino.Guru
