The player from Germany had his account, which contained 1000€, locked due to an alleged double account claim, which he denied. He had provided all necessary documents for verification and claimed to have only one account. The casino, however, had found multiple similarities in two different accounts and decided to continue their investigation. The player had received €250 but the remaining €750 was confiscated. After reviewing the evidence provided by the casino, we had concluded that the casino had enough grounds to close the player's accounts and confiscate the winnings. The complaint was closed with the recommendation for the player to contact the licensing authorities if he wished to pursue the matter further.
HitNSpin Casino - Player's account has been disputed over double email registration.
Amount: €1,000
HitNSpin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Apparently I have 2 accounts. Which is not true, so my account with the €1000 was blocked. And they would unlock it & leave €250 on it.
But since I have an employer, driver's license, etc. everything
sent there.
since my correct email is D avidexner00@gmail.com
the customer advisors think a dusti**@outlook.de is registered to me. Which is not possible.
One customer advisor said there were 2 accounts on my email address with the same email & the other customer advisor said my 2 different email addresses. Something is not right
please help Kind regards David E*****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Hello davedagoon,
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? Since when is your account registered? Do you know anything about the other e-mail address which is supposed to be associated with you?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Hello Nick,
I waited for verification and uploaded everything a few days ago.
Driver's license, proof of residence. Everything.
I don't know anything about the other account.
what I could tell you about
I've been registered for about 3-4 months, deposited small amounts and never won. That was my first win.
and then my account was blocked while I was waiting for the verification to be completed and wanted to withdraw the money. Then my account was blocked, even though I don't have multiple accounts but only 1.
Best regards, David Exner
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10 months ago
Dear davedagoon
Sorry about the situation.
We are investigating the case and will revert shortly.
Kind regards
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10 months ago
Translation
Thank you, €250 was given to me and the rest was confiscated. Even though I had so much evidence that I only have 1 account. I live in a shared apartment and was able to prove this and even sent in all the data from my colleague who also played with you.
I hope for positive feedback and that I get the missing €750 refunded.
Kind regards, David Exner
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10 months ago
Dear HitNSpin Casino,
Please let us know if there will be any update regarding the investigation. You can also forward it to nikolas.b@casino.guru in case the information is sensitive.
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10 months ago
Hello Nick
We are still investigating. The documents were requested from a player davide**er45@gmail.com, whose name and last name, as well as the e-mail structure, coincide.
We will update once the docs get received.
Regards
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10 months ago
Translation
I hope for clarification soon
Greetings Dave
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10 months ago
We will be now waiting for the casino to finish the checks. Please let us know once there will be any update. If any information will be sensitive, please forward the relevant evidence to nikolas.b@casino.guru.
Regards,
Nick
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10 months ago
Dear
Can you kindly explain, who the account davide**er45@gmail.com belongs to?
The reason we are asking, is:
a) The account is registered in your name
b) The access and the gaming activity is generated from your PC and IP address.
Thank you for your cooperation.
Regards
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10 months ago
Dear Nick
We'd like to send you more details via e-mail, if that is ok with you.
Regards
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10 months ago
Translation
I don't understand it, I'm a loyal player and I deposit with you regularly.
And then unfortunately I have a lot of trouble even though I only have this one account.
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9 months ago
Translation
Dear Nick & Casino Hitnspin,
How will things proceed now?
I hope that these misunderstandings will be cleared up and the false email address that I supposedly have will be identified.
I would like to know what happens next.
Regards David
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9 months ago
Dear HitNSpin Casino,
Please provide the mentioned evidence to nikolas.b@casino.guru.
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9 months ago
Translation
Hello Nick, I am also sending you proof that I do not have any other emails.
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9 months ago
Translation
Hello HitNSpin.
I have now requested a payout again.
I hope I don't have problems again.
regards David
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9 months ago
Hello davedagoon,
After reviewing the evidence received from the casino, we will be unfortunately forced to close the complaint. There were multiple in 2 different casino accounts both with multiple same details registered with.
From our point of view, the casino provided enough evidence to conclude that they have right to close any accounts related to the player and confiscate any winnings generated. In case you wish to pursue resolving the matter, I would recommend to contact the licensing authorities.
We will be now closing the complaint for the above stated reasons.
Best regards,
Nick
