HitNSpin Casino - Player’s account has been closed.

The specified casino does not want to pay out my balance and has blocked my account.

Dear julianwiesmair,

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?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I don't remember which game because they blocked me and I can't log in anymore. I had a problem with the entry when registering because my cell phone display was broken. After I won 350 euros with a bonus and cash, they blocked my account. They want the money now and I only get 50 euros as a gesture of goodwill.

I also contacted my lawyer and my legal advice because these casinos do not have a license in Austria. I couldn't reach an agreement with the casino so I hope my complaint can prevent a lawsuit. My goal is to get my 350 euros. unfortunately the casino refuses to help me!

Dear julianwiesmair

According to T&Cs of the casino, that were accepted at registration:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The personal information, specified at registration, was wrong, and you were informed about it.

You accepted the terms that we offered:

The casino did their part.

But since you are threatening the casino with lawyers ,etc... the casino has decided to discontinue their service to you.

Regards

Greetings, I have reason to believe that this casino does not have all the licenses to allow online gaming in Austria. I got this information from my lawyer and the insurance company. I informed the provider that I could later take this case to court. I therefore ask again for a compromise.

Dear julianwiesmair

It is clearly stated, that all the gambling service is conducted within the jurisdiction of Curacao, all information is within the T&Cs.

Hope this clarifies.

Warm regards

you can close this act

Dear julianwiesmair,

Thank you for your response. We want to ensure transparency regarding your case.

Please note that Casino Guru does not typically proceed with cases where a player requests refunds for lost deposits solely due to a casino missing a license in a specific country. Licensing can vary widely, and it doesn’t necessarily mean that your deposits qualify for a refund under our resolution guidelines.

• Additionally, I’d like to confirm: would you still like to have your complaint closed, as mentioned?
• We also want to be sure you’re aware that incorrect personal details were provided during your registration, which could impact the casino’s decision.

Please let us know how you’d like to proceed. We’re here to support you if you wish to continue, or we will close the complaint upon your confirmation.