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

I live in Poland, but I travel a lot for business. In the casino, I provided all the correct data when registering. The Ky verification documents have been submitted and accepted. In the casino, I made a lot of deposits, different deposits. On my last deposits, I did not take advantage of promotions and bonuses. On my last deposit I collected 4000 PLN from my winnings. When trying to withdraw – during a chat conversation with the casino to submit the last document for KY verification – the account was blocked – I cannot access it – due to violation of the terms and conditions and using VPN – during the chat conversation. That day I didn't play in the casino, but only after returning from Germany to Polish – I logged in with the vpn on – in order only to send documents for verification. Requests to unblock the account are unsuccessful The casino said that it would unblock the account, but only if I agreed to remove the balance of 4000 PLN and left only 100 PLN. I didn't violate any rules that could affect the outcome of the game, I couldn't I don't have duplicate accounts. The casino accepted all deposits from me, both during my stay in Poland and Germany. However, when I first asked for a withdrawal – the account was blocked and they want to remove the funds, leaving only PLN 100. Therefore, I consider it to be blatant fraud, manipulation and use of the provisions of the rules that have no impact on the actual result of the game. I am asking for help in recovering 4000 PLN or at least the total sum of all deposits in the casino, since from the beginning the casino did not intend to realize and pay out any winnings. I also suggested adding a requirement of x1 wagering the entire amount if the casino has doubts, but they just want to take the whole thing and unlock the account with only 100 PLN. I consider this to be a deliberate action, theft and fraud. The casino does not respond to emails. In the chat, he only writes about the irrevocable decision of the administration. When asked to send evidence of violation of the terms and conditions and unfair play, the casino does not respond

Dear czausus,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HitNSpin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When have you passed account verification in the casino?
• Since when are you a player in this online casino?
• Could you please share with me your communication with the casino regarding the issue you refer to in your post?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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.

When asked to send evidence and correspondence history, the casino does not respond. Due to the fact that I do not have access to the account - I do not have access to the chat history - but all the information I received I described earlier.

Part of the verification was successfully completed on December 22 or 23, the account was blocked on December 24, I think. I played in this casino for several days or several weeks. I play in several casinos – nowhere else has anything like this ever happened to me. This is the first such situation – where the casino directly wants to unblock my account, but taking all the money.

Thank you very much, czausus, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello czausus,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite HitNSpin Casino to join the conversation.

Dear HitNSpin Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. Additionally, I would like to understand how the possible use of a VPN during the submission of the player's documents may have conferred any unfair advantage. If there are any additional information to this case that cannot be shared publicly please forward them to me at michal.k@casino.guru

Dear czausus

The anti-fraud team clearly see that you accessed the account from Germany on 24/25 of December, and have a gaming activity.

Also, you admitted the usage of VPN, and agreed to the terms offered.

Hope this clarifies.

Regards

I did not accept taking away 3900 PLN and leaving 100 PLN. I wrote that during the chat conversation I used VPN when I was verifying documents. I consider it theft, using a provision of the regulations that has no impact on the game and winnings. I ask you to pay me the full amount of 4000 PLN.

Dear HitNSpin Casino,

Please forward any evidence supporting the alleged violations of your terms and conditions to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

The casino's decision was overlooked, and the money paid back onto player's account.

Regards

I am waiting to withdraw from casino. I will write when casino do complete withdraw.

Dear HitNSpin Casino,  

I appreciate your willingness to revisit the matter. It’s reassuring to see that a just resolution has been reached.

Dear czausus,

I will await your confirmation of the funds' receipt, after which I will proceed to close this case as resolved.

yes. casino refunded many. Thank you Casino Guru

Dear czausus,

Thank you for your confirmation. I am pleased to hear that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru