HitNSpin Casino - Player’s account is closed due to violation claim.

Good day, I want to leave a complaint about this casino because they cheated me for 6900 zlotys, they say I committed a gross violation with the registration of their new site because it was in English, I wrote Alexey nickname and nickname, I thought it was a nickname, I also wrote Alexey, it turns out I had to write my last name and what they answer me in the support service that this is a very gross violation, we can unblock your account under one condition if my entire cash balance is debited from my account, but they give me 100 zlotys, I ask you to sort out this situation and return my money to me

Dear aliakseirukoits,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that by providing inaccurate personal information, you have seriously violated one of the fundamental rules of online gambling. I checked the General T&Cs and I found this:

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.

Do I understand correctly that you filled in this information in your player profile? Was the rest of your personal information correct? Do you currently have access to your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Good afternoon Kristina yes it turns out I only added a nickname and it turns out that instead of a nickname and I didn't write my last name I wrote Alexey Alexey and I provided them with all the other information and my passport passport details and a selfie with my passport and the account number from which the money was credited to the casino account I ask you to sort this out please but I would like to get my winnings back I don't think that this is a very serious violation for which you need to block your account and take away the money

I don't have any access to my game account, it's blocked, I can't log in.

Thank you very much for your reply, aliakseirukoits. Could you 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.

Kristina, good afternoon, I sent you the screenshots that I had by email.

I apologize, but I have not received any emails from your registered email address. Can you please forward everything again?

Kristina, good afternoon, I sent you seven files there by email again, I indicated my last name and first name in the subject, but I can’t upload screenshots here.

Thank you very much, aliakseirukoits, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello aliakseirukoits,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and on one hand, the casino team is correct in stating that every player is required to provide correct and genuine personal information in their casino account details; on the other hand, if you were able to provide all the documents and can clearly verify yourself, this relatively minor "mistake" should not serve as the only reason to withhold the winnings for a reputable casino. I will contact the casino to see if I can help.

We would like to invite HitNSpin Casino to join the conversation.

Dear HitNSpin Casino,

While I understand that providing accurate, complete, and true information about the player themselves upon registration and maintaining the accuracy of such information is one of the fundamental rules in every online casino, but if the player has not breached any other rules, has not created multiple accounts, has gained any unfair advantage and can verify themselves with supporting documents that they are the true holder of the account, the "minor mistake" in their surname should not serve as the sole reason for withholding the winnings. If you still require any further documents to assure you that the player has what appears to be a mistakenly inserted wrong surname, please let us know, as at the moment the withholding of the winnings does not seem to be the most user-friendly approach that we would expect from a reputable casino like yours. If there are any other factors that influence the whole situation and cannot be shared publicly please feel free to share them with me via email at michal.k@casino.guru

Hello all

We've checked the case again and believe that the anti-fraud team acted according to the T&Cs of the casino.

The max what can be done - is we are ready to refund all the deposits made by the player via the same payment method that was used for deposit. After that, the account will be permanently blocked.

Regards

Dear HitNSpin Casino team,

Thank you for your response. I do acknowledge your adherence to acting in accordance with your rules; nevertheless, I appreciate your efforts in working towards finding a reasonable solution for this matter and that we could find a compromise.

Dear aliakseirukoits,

As previously stated, from a technical standpoint, the casino team followed their established rules appropriately. Nevertheless, I have discussed the situation with the casino team outside of this thread, and we have managed to find what I consider a fair compromise, allowing you to receive a portion of your winnings. The casino team will be presenting their offer soon. I hope you will appreciate it.

Good day, thank you very much, Mikhail, I am very happy with the good news, I agree, at least let them return half

Hello all,

Dear aliakseirukoits,

following the internal conversation with Michal, it's been concluded, that the casino will pay you out the amount of 3450 PLN, but after the successful withdrawal you will no longer be able to use the service.

Please kindly confirm if you agree to the offer above.

Regards

Good afternoon, I agree, thank you very much

Hello, aliakseirukoits

You may now request the withdrawal.

Regards

Thank you very much, I put it on the conclusions

Thank you all for your responses. I'm pleased that we reached a consensus, and I'm glad the offer serves as a satisfactory resolution for this matter.

Dear aliakseirukoits,

Please let me know once you receive the funds so that I can later proceed with closing the complaint as resolved.

All the money came, thank you very much Mikhail

Dear aliakseirukoits,

Thank you for the confirmation.

It's heartening to know that our efforts made a positive impact on the situation and to witness that you have received the agreed-upon funds. I appreciate the casino's generous approach. I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru