The player from Germany encountered a locked account after traveling to Croatia and was accused of using a VPN. Despite providing proof of his presence in Croatia, the casino insisted on locking the account and confiscating over 16,000 euros, allowing only 350 euros to remain. The Complaints Team intervened, facilitating communication with the casino, which ultimately reconsidered the situation and allowed the player to access his account again, restoring his funds. The player confirmed that his account was now available and expressed gratitude for the assistance received.
HitNSpin Casino - Player's account is closed due to a VPN accusation.
Amount: €17,000
HitNSpin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
I was on vacation in Croatia, and during my time there, I logged in a few times to play. After a few weeks, I returned to Germany and logged in again to play, everything worked wonderfully. One day, I tried to log in, and it said that my account was locked. I was then told to provide proof that I was the one playing while in Croatia, which I did. Then, they mentioned that someone had logged into the account in Germany while I was in Croatia and asked if I had used a VPN. I responded that I had not used a VPN. The next day, someone from live chat informed me that my account was locked because they believed I had used a VPN, and they would only unlock it if 350 euros remained in the account, which means they are seizing over 16,000 euros. I would be very grateful if you could assist me as I have not done anything illegal. Thank you.
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3 months ago
Dear AntoschkaN,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with HitNSpin Casino. I have checked the 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.
With this in mind, could you please confirm whether you’ve ever used a VPN or IP-masking software while accessing the casino website?
Additionally, has the casino provided any more details about the logins they detected from Germany while you were on vacation in Croatia? Are you able to view the login history from your casino profile?
How frequently did the location shown in your logins switch between countries while you were in Croatia?
Lastly, is there any possibility that someone from your household in Germany logged into your account during your absence?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
Hello
I confirm that I have not used a VPN or IP masking software.
The casino said that there were 4 days when I was in Croatia where someone logged in from Germany, namely on August 12th, 13th, 16th and 18th. Unfortunately, I can't see the log history because my account is locked and I can't log in. No, only I have access to my account and no one logged in during that time. In addition, I won the total value of my winnings before that date months ago. And on those days that I listed above, there were no winnings.
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3 months ago
Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino relevant to this problem at veronika.l@casino.guru. Please include screenshots, emails, chat transcripts as well as any other evidence that could be important. Your patience and cooperation is greatly appreciated.
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3 months ago
Translation
Okay I will send you everything to the email
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2 months ago
Thank you for your emails.
From the chat transcripts we received, the casino indicated that during the period you were in Croatia (from August 5 to August 24), there was only one login from a Croatian IP address. The majority of your logins during that time were from Germany. Additionally, you acknowledged using a VPN to access your casino account. However, you later denied this claim only after the casino representative highlighted that using a VPN to alter your location is a violation of the Terms and Conditions.
Have you made any deposits to your casino account while you were in Croatia?
Did you logged in more than once to your account while you were in Croatia?
Please understand that if you used a VPN, we are unable to assist you.
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2 months ago
Translation
Hello
When my colleague first asked me if I used a VPN, I said no, and then several times, that was my first answer. I only said yes later because I wanted to see how he would react because he hadn't reacted when I said no before. If there is a way to prove that I didn't use a VPN, I'm willing to do anything. Yes, I made a deposit into the account but I can't remember exactly and to see it I have to log in but I can't. But you can ask them about it, they have to give you that, right? I think it even says in one of the chat histories when I made the last deposit. I really don't know how many times I logged in, I think a few times.
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2 months ago
Thank you very much, AntoschkaN, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Dear AntoschkaN,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the HitNSpin Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear HitNSpin Casino,
Could you please provide a detailed explanation of this case, specifically outlining the reasons behind the player's account closure and the forfeiture of his winnings? From what I understand, the main concern revolves around the player's use of a VPN service. However, it is important to note that the player logged in from a non-restricted country while using a VPN server also located in a non-restricted region and currently I do not see how these actions could have influenced the game's outcome or offered the player any advantage.
Thank you in advance for your response!
Best Regards,
Kubo
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2 months ago
Hello all,
After a thorough investigation of the case, we've overlooked the situation.
The player may continue using the service.
Kind reminder to the player - VPN is strictly forbidden. The team was clearly misled by the fact that you were saying that your account got hacked, etc.
Kind regards
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2 months ago
Dear HitNSpin Casino,
Thank you for your prompt response and for reconsidering the situation.
Dear AntoschkaN,
Could you kindly confirm that your account is now accessible and that the funds have been successfully returned to your balance?
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2 months ago
Translation
my account is available to me again and the money is also in the account. I would like to thank you very much for your help. I am very happy that you helped me in this situation, thank you very much.
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2 months ago
Dear AntoschkaN,
I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.
Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!
We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).
An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.
Thank you in advance for taking the time to help us improve our services.
Best regards,
Kubo
