The player from Germany had won 800 Euros but faced account closure upon requesting a payout, which led her to suspect fraud. She requested an investigation into the casino's actions and wanted to warn other users. The complaint was closed as it was confirmed that the player had multiple accounts, which was against the casino's terms and conditions. The casino stated that any balance accumulated was not cashable due to this violation.
HitNSpin Casino - Player's account has been closed after winning.
Amount: €800
HitNSpin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I won for the first time on this account, specifically 800 Euros, and now, when I requested the payout, my account was just closed. This is fraud.
Please investigate this with the casino and definitely warn other users.
Thank you very much.
Automatic translation:
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2 months ago
Hello Samed98,
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 if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
I verified my account after winning. I uploaded all the necessary documents and then my account was simply blocked without being notified.
I made the winnings with real money without a bonus.
I wrote an email to her yesterday, but I haven't received a response.
Automatic translation:
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2 months ago
Dear Samed98
You've used a no-deposit bonus - that is for the start.
According to T&Cs of the casino:
"5.5. You may only open a single account (Main) on the Website. Any other account you open on the Website will be considered as a "Duplicate Account". All Duplicate Accounts as well as the Main account may be immediately closed"
Please kindly let us know who the account samed.gl**ovic@web.de belong to? Since the no-deposit bonus was used there as well, and the same device was used for gameplay).
Thank you for cooperation!
Regards
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2 months ago
Translation
Hello,
Thank you for the quick response. I didn't know that I already had an account because I haven't played in a casino for a long time. I was and am only active on the account s.gledo***@web.de and have made deposits here. You can check that.
Thank you for your understanding.
Edited by a Casino Guru admin
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2 months ago
Hello Samed98,
We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
Translation
By the way, they have now reopened my account, but my 800 euros are gone.
They're advertising again and want me to deposit, but they don't want to make any withdrawals. Simply a rip-off.
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1 month ago
Hello Samed98,
If you created multiple accounts and claimed bonuses, the casino has the right to close your account and confiscate any balance. If your account is currently open, you can continue to use it, but unfortunately, any balance accumulated so far is not cashable.
Is there anything else we can assist you with?
Best regards,
Nick
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1 month ago
Translation
Hello,
Didn't know before that I already had another account.
This has happened to me at other casinos, but I received a payout here.
Thank you for your support anyway.
Automatic translation:
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1 month ago
Dear Samed98,
I understand that it can be easy to forget, but creating multiple accounts—especially while claiming bonuses on all of them—is strictly prohibited. In the future, you may want to contact the casino before registering to confirm whether you already have an account with them.
As it has been confirmed that you had multiple accounts, we will unfortunately have to close the complaint.
Best regards,
Nick
