HitNSpin Casino - Player’s account closure request has been ignored.

They refuse to closed my account i asked them several times to closed. And was told by live chatt to send email. I sent several emails. They dont answer up on.

they are using people with gambling issues and do not close the accounts.. and i hawe a lot of proof

Dear Sicksackar, 

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 the 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). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I hawe sent you email

Thanks for reaching out to us. In the screenshots you sent, you didn't specify the reason for wanting to permanently close your account. I want to clarify that we can only assist players who are seeking self-exclusion due to gambling addiction and have been ignored by the casino. If you did not specify in your conversations that you wanted to close your account due to gambling addiction, in our view, you are not eligible for refunds of your deposit and we will not be able to assist you any further.

The player sent us the following email:

No worries. I see you hold this casino very high 9.8 without Any tools to self exclusion yourself from the account.

And they dont respond on chatt or emails. Its pretty hard when you got gambling isssues. Thanks for your time i Will start lawsuit agaisnt the hole brand. I Also sent you screenshot that my account on their sistersite was closed due gambling issues.. and was told there Also i could not play on Any casino with the same management..

you can close my complaint here. And you can Also say to the casino stop send me more emails. This Morning i recived new emails a out cashback was added to my account. Wich they ofcourse not Will sent to me.. Hawe a Nice week. 

Please understand that there is currently no way to self-exclude from all Curacao-licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportunity to self-exclude, there does not appear to be a specific procedure in place, so the only options are to check the casino's website or to contact the casino operator and ask them for instructions.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Hello,

We'd like to confirm, the player's account was closed at 28.06.2024 14:01:04 (UTC) 

Best regards