HomeComplaintsHitNSpin Casino - Player’s account has been closed and winnings are delayed.

HitNSpin Casino - Player’s account has been closed and winnings are delayed.

Amount: 19,700 kr.

HitNSpin Casino
Submitted: 28 Jan 2025
Case opened Current status

Waiting for player to reply

5d 17h 26m 56s

Case summary

The player from Denmark has their account blocked on Hitn Spin after submitting KYC verification documentation twice, which was not processed correctly according to the casino. They have experienced slow response times and are waiting for a payout of 19,700kr, expressing concerns about the site being a scam.

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Translation

Hello.


I'm writing to you because my profile has been blocked on Hitn Spin. I've done a lot of research on this because I was worried it might be a scam site. I have been in contact with their support multiple times as I was concerned about fraud. I've filled out their KYC verification twice because they claimed I hadn't completed it correctly. They have received all the necessary documentation, but their response time was very slow. They kept telling me to stay calm and that I would get my money, which could take up to 30 days. And now my profile has been blocked, involving an amount of 19,700kr.


I've been consistently taking pictures of my withdrawals to have proof of the amount I have won, as I suspected they might scam me. I hope you can help 🙂

Automatic translation:
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Dear klus22,

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.

  • Do I understand correctly that you don't have access to your casino account?
  • Which games did you focus on - slots, live casino, sports betting, etc.?
  • Could you please clarify if your documents have been verified?

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,

Kristina

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Dear klus22

Thank you very much for your complaint.

According to T&Cs of the casino, that were accepted at the 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."


Can you kindly confirm your date of birth is January 01?


Thank you very much in advance for your cooperation!


Kind regards

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Translation

Hello.


I tried to have this case canceled initially when I found out the reason the account was blocked but could not edit my answers.


I can confirm that d1 is not my date of birth but instead d 02-04-1993 I can only apologize many times it was in no way my intention I hope the casino understands this I have not tried any forms of cheating I have sent all the KFC documents to them when I wanted to withdraw my money and there is all the information about me passport driving license credit photo of me etc. that proves who I am (I know they need my information for withdrawal at the casino so therefore it would not make sense for me to cheat. I hope they understand it is human to err I completely agree with their rules and their right I hope I can settle for a warning. I am sincerely sorry for my mistake.



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Translation

Hello, Guru.


I have received a response from Hitn spin who reports back that my profile will be reopened if I agree to them taking my 19,700 kroner and giving me 500 kroner. I think that sounds like blackmail. Can you answer me if this is legal? I have said that I will wait to give an answer until I know if it is legal. It seems crazy that it costs me 19,700 kroner to make my date of birth. If it benefits the casino very much, I think it is a shame because I really like their site, but that in no way shows kindness towards me as a player. They just show that they only think about money and not their players or understanding of human error. (of course, if you just pay back everything you have earned)

Automatic translation:
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Hello everyone,


Thank you both for your replies.


klus22, could you please clarify if the rest of the personal information was correct? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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have sent you a email 🙂

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I received your email, however it didn't contain all the information I requested. Please clarify if you entered all other personal information correctly (not just date of birth) and forward me the communication between you and the casino. Thank you.

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Dear klus22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

klus22 has 5d 17h 26m 56s to reply

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