HitNSpin Casino - Player’s winnings are withheld after account closure.

I am filing this complaint against HitnSpin Casino for withholding my winnings and closing my account over a registration error, even after I completed full identity verification including a live selfie with my ID and account.

While registering at HitnSpin, I accidentally entered the wrong date of birth due to a simple missclick. It was an honest mistake with no fraudulent intent. I only noticed this later in the process, and I immediately took steps to correct the issue.

The casino then requested full KYC verification, which I completed successfully. This included submitting my official government-issued ID and providing a supplementary selfie of me holding the same ID along with my phone, clearly showing I was logged into my account and that my user ID was visible on screen. This proves beyond any doubt that I am the rightful account holder.

Despite verifying everything and proving my identity, HitnSpin is still refusing to release my balance, claiming a violation of clause 5.3 of their Terms and Conditions. I fully understand that players are expected to provide accurate information, but I believe that a small, clearly unintentional input error — especially one later corrected through thorough ID verification — should not result in the loss of legitimate winnings.

What I find especially unfair is that they have not only voided my winnings, but also completely deleted the hard-earned money that I personally deposited into the account. This is money I worked for and trusted the platform with in good faith. Erasing both winnings and deposits over a correctable registration error is unreasonable and feels abusive.

HitnSpin themselves encouraged me to bring this case to CasinoGuru, so I’m now respectfully asking for your help to mediate this matter and ensure fair treatment.

Thank you very much for your time.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with HitNSpin Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please describe what the actual error in your birth day was?
• Do I understand correctly that your verification was over all approved and the documents provided were accepted?
• Have you accumulated your winnings with the help of bonus, please?

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,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Katarina,

Thank you for your message and for assisting with this matter.

Please find below my detailed responses to your questions:

1. What was the actual error in your birth date?

The error was a simple mistake during registration. I misclicked and entered the wrong day or month of birth. There was no intention to mislead or deceive, and it was an honest input error during sign-up.

2. Was your verification approved and were the documents accepted?

Yes. My KYC verification was fully completed and approved. I provided:

A valid government-issued ID

A selfie of myself holding my ID

An additional selfie holding my ID and a phone with the Hitnspin website open, showing my account and account ID clearly on screen

All documents were accepted and no further KYC issues were raised after submission.

3. Did you accumulate your winnings using a bonus?

I did use a deposit bonus — I deposited €20 and received a bonus, resulting in a total balance of €40. I followed all the bonus rules and played only the games allowed while in bonus mode.

I also was lucky to fully complete the wagering requirements, and the bonus was cleared properly.

The significant portion of my winnings (bringing my balance up to €6,000) came after the bonus was fully cleared, while I was in real-money mode. This includes my large win from the game Chicken Road, which cannot even be played while the bonus is active — further confirming that I was playing with real funds at that time.

I have always complied with the casino’s bonus terms, both during and after the bonus phase.

Please let me know if you require any additional information, proof, or screenshots. I appreciate your help and hope we can resolve this issue fairly.

Best regards,

******* ********

Andrei Gabriel

Additional Context Regarding HitnSpin’s Response

Dear Katarina,

Thank you again for looking into my case.

I also wanted to inform you of the latest response I received from HitnSpin, which I find quite unfair. They stated that my account will only be unlocked if the balance is reduced to €250. This condition was never mentioned in their terms and conditions, and it feels arbitrary and unjustified.

Considering that:

I have already completed full KYC verification (including the selfie and account ID confirmation),

I complied with all bonus rules and completed the wagering before winning the majority of my balance,

And I have cooperated fully throughout this process,

I believe this condition — effectively asking me to forfeit over €5,000 to regain access to my account — is neither reasonable nor acceptable.

I wanted to share this with you as I believe it highlights the unfair treatment I am receiving.

Thank you again for your help.

Kind regards,

Andrei

Hello again Katarina,

To further support my claim, I’ve attached several screenshots from the Chicken Road game. As you will see:

My bonus balance was at €0 during these wins.

All winnings were generated in real-money mode after completing the wagering requirements.

Chicken Road is not playable with an active bonus, further proving that these wins were from cleared funds.

I hope this clarifies everything. Please let me know if I can provide anything else.

Best regards,

Andrei

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Additionally, please avoid including your full name, email address, or any other personal information in this thread to protect your privacy and prevent potential scams. I have already removed this information from your previous messages.

Looking forward to your reply.

Katarina

Hi Katarina,

I’ve just sent you an email with all the communications I’ve had with Hitnspin, including their emails and my responses.

Please let me know if you need anything else to support the case.

Thanks again for your help.

Best regards,

Andrei

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear Katarina,

Thank you for your message and your assistance so far.

I will await Kubo’s message and hope to work together toward a fair resolution. I genuinely appreciate the support from the Casino Guru team throughout this process, and I’m confident that with your help, a just outcome can be reached.

Best regards

Dear andreigabriel,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from HitNSpin Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear HitNSpin Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of his winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Dear Kubo,

Thank you for taking over my case.

I would like to confirm that there have been no changes on my side — my account remains blocked and my winnings have not been paid out.

Best regards,

Andrei

Hello to everyone.

We've looked at the case once again, and indeed it appears the T&Cs were breached:

"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."

Also, it is quite unclear, why the player uploaded 3rd party documents (their relative).

We do believe the offer of the casino in the amount of 250 EUR is more than fair, otherwise we would simply refund all the deposits.

Kind regards

Hello,

I respectfully reject the €250 offer. The casino is attempting to withhold €6,000 of legitimately won funds based on a minor, corrected account detail that had no impact on my gameplay, account ownership, or compliance.

The account has always been mine. I completed and passed your KYC verification with my own valid ID before my withdrawal request. Your team approved my account at that stage — exactly as your security process is designed to do. Only after the winnings were requested did the casino suddenly decide to revisit unrelated, already-corrected details and ban my account, despite having already approved my verification, which "coincidentally" happened only after my winnings were requested.

As part of this process, your team also requested — and I provided — a selfie while holding my ID and my phone with your website open, clearly showing my account ID. This is one of the most secure forms of verification, and it was successfully completed and accepted before my withdrawal request. There was no possible doubt about my identity or account ownership at that point.

It is worth noting that as long as I was depositing and playing with my own hard-earned money, the casino had no problem accepting it. The supposed ‘issue’ only became relevant after I won and tried to withdraw my balance, which strongly suggests selective enforcement of terms.

This is not about compliance, it is about refusing to honor a payout by using a technicality as an excuse. The reference to ‘third-party documents’ is misleading — there was never any third-party access to my account, and no fraudulent activity took place. This had no effect on gameplay, account ownership, or compliance with the core terms of fair play, this was a simple early-process error, corrected long before withdrawal, which was accepted by your own verification team.

Withholding winnings after approving a customer’s identity undermines the fairness and transparency expected in regulated gaming. If this matter is not resolved promptly, I will have no choice but to escalate it to the relevant licensing authorities and, if necessary, pursue it through legal channels with professional representation, as this practice is not acceptable under industry standards.

I request immediate payment of the full €6,000 winnings.

Kind regards,

Andrei

Dear andreigabriel,

The casino has indicated that the documents you uploaded appear to belong to a different person. Could you please clarify this and provide an explanation if this was indeed the case?

Thank you for your cooperation.

Dear Kubo,

My KYC verification was approved using my own, valid documents. I also successfully completed an additional verification step, providing a selfie of myself holding my ID, with my face clearly visible, alongside my phone displaying the casino site and my user ID.

The verification materials belong solely to me, and all activity on this account has been conducted exclusively by me.

Kind regards.

Dear HitNSpin Casino,

Thank you for your clarification. However, I will need additional details in order to proceed with the investigation.

From the beginning, it appeared that the only issue was the incorrectly submitted date of birth during the player’s registration. Could you please specify the exact nature of this error - was the date of birth entirely different, or was it simply a matter of one or more digits being entered incorrectly?

Furthermore, you stated that the player provided third-party documents. Could you kindly provide supporting evidence to substantiate this claim?

Please feel free to send your clarification directly to my email at [email protected].

Thank you for your cooperation.

Hello Kubo

The DOB specified is completely different from the one within the documents.

Kind regards

Dear HitNSpin Casino,

I would appreciate it if you could support your claim by providing clear evidence demonstrating this mismatch. Kindly send the relevant proof to my aforementioned email address.

Thank you for your cooperation.

Dear Kubo

The proofs were sent.

Kind regards

Dear andreigabriel,

Could you please confirm your actual date of birth?

Thank you.

Dear Kubo,

I confirm that my actual date of birth is July 9th, 2007. The different date used during registration was the result of an honest mistake, not an intentional misrepresentation.

What I find concerning is that the casino only chose to close my account and void my winnings after I requested a withdrawal and had already successfully passed multiple verification steps — including the photo verification where I was holding my ID together with my phone open on the casino’s website, clearly showing my account ID and my face.

If the date of birth discrepancy was truly considered disqualifying, it should have been identified during or immediately after the KYC process, not only once I attempted to withdraw my winnings. This makes the decision feel unfair and opportunistic. It was never an issue when depositing, but suddenly became one only after I tried to withdraw.

I respectfully ask that this case be reviewed carefully and fairly.

Thank you very much for your assistance.

Kind regards,

[redacted by Casino Guru]

Dear andreigabriel,

Thank you for your clarification. I would like to let you know that I am currently in discussion with the casino representative. I will update you on any developments as soon as they become available.

Dear HitNSpin Casino,

I have replied to your email with additional questions and look forward to your response.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi, Kubo

Just sent an e-mail back to you.

Kind regards

Dear HitNSpin Casino,

Thank you for providing the additional evidence regarding this matter.

Dear andreigabriel,

After reviewing all the information and documentation provided by the casino, I must conclude that we cannot uphold your complaint.

It is clear that the documents submitted for verification did not belong to you, with the only matching detail being the last name. This represents not only a violation of the casino’s Terms & Conditions and KYC policy but also constitutes identity fraud. In this case, the casino had the full right to confiscate your winnings and permanently close your account.

Accordingly, your complaint is considered unjustified and will be rejected.

For future reference, I strongly advise you to always provide your own valid documents during KYC procedures at any online casino to avoid similar issues.

Thank you for your understanding.

Best regards,

Kubo