The player from Germany had his account at Hitnspin Casino blocked due to the use of a VPN during registration. He had a successfully verified account and had requested a withdrawal of 1740 euros from a 200 euro deposit. The casino had offered to credit him 500 euros and reopen the account; however, he insisted on his full winnings. We determined that the use of VPN was a violation of the casino's terms and conditions, which justified the account closure and voiding of winnings. The player agreed to close the complaint after receiving his deposit back.
HitNSpin Casino - Player's account is blocked due to VPN usage.
Amount: €1,740
HitNSpin Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
Hello,
One week ago, I was able to win with my real money at Hitnspin using the second welcome bonus and a 200 euro deposit, requesting a withdrawal of 1740 euros.
My account had already been successfully verified prior to requesting the withdrawal.
A day later, the casino locked my account and I can no longer log in.
In live chat, I was informed that my account was blocked because I supposedly used a VPN.
At the time of registration, I accidentally neglected to disable my VPN. However, I quickly realized this and immediately disabled it, but by this point, the registration was already complete.
Afterwards, I never used the VPN again and played without it.
Consequently, I had successfully completed the verification before making any deposits and playing.
The casino has now offered me to credit 500 euros to my game account and reopen it,
and the game account will remain active and will not be blocked as long as I adhere to the terms and conditions.
Considering I only accidentally had the VPN active during my registration at the casino (I did not use the VPN when I made a deposit or played), and afterwards the verification was successful,
don't I have the full right to my 1740 euro withdrawal?
I hope to reach a resolution with the casino that is satisfactory for both sides. I acknowledge and apologize for this mistake.
I have deposited a total of 500 euros.
First welcome bonus: deposited 300 euros and did not win.
Second welcome bonus: deposited 200 euros and requested a withdrawal of 1740 euros.
Automatic translation:
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1 month ago
Dear bernd30,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the HitNSpin Casino's Terms and Conditions, and this is what I found:
12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers.
The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.
While I understand that your country is not a restricted geolocation, the usage of VPN is forbidden by the casino and I'm afraid we won't be able to assist you.
Please let me know if there is anything else I can assist you with, otherwise, this complaint will be closed.
Best regards
Veronika
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1 month ago
Dear bernd30,
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.
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1 month ago
Translation
I received my deposit back
complaint can be closed
Thanks
Automatic translation:
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4 weeks ago
Dear bernd30,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
