The player from Germany had deposited €25 with a bonus at a casino but was unable to play many games due to an error message. Attempts to contact support via chat and email had been unsuccessful. The casino was unable to reproduce the error but credited her account with €25 as compensation for the inconvenience. The complaint was marked as resolved.
HitNSpin Casino - Player unable to play games with deposit.
Amount: €25
HitNSpin Casino
Safety Index:Very highSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
A few days ago, I deposited 25 Euros with a bonus. Everything seemed fine initially, but I was unable to play many games. A message would pop up saying, "Oops, this page is not available." This issue persisted for 2 days, preventing me from playing my favorite games. I feel like I've been cheated out of my gaming experience. Furthermore, I couldn't reach anyone in the chat; I tried the entire time. I then sent an email to Hitnspin explaining the situation, but to this day, I have received no response from the casino. It's really disappointing... 25 Euros completely wasted... Otherwise, I think the casino is cool.
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5 months ago
Hello kerstinyildiz93,
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? What kind of bonus did you use? Weren't the game simply blocked as they are restricted for the bonus play? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Dear kerstinyildiz93
We sincerely apologize for the issues you experienced with our platform. We understand how frustrating it must have been to be unable to access your favorite games and to not receive timely support.
The error message you encountered, "Oops, this page is not available," should not have occurred, and we are actively investigating the cause to prevent it from happening in the future. We would highly appreciate it if you could provide some more information on the error you received, so that we could attempt to reproduce it.
Thank you so much for your cooperation!
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5 months ago
Translation
There were 2 days when this error message came up. In some games, even when I could play with bonus money, I wasted 25 euros. And I play a lot with you and always have problems with the live chat. It would be great if you could replace that. As I said, playing wasn't fun so I stopped and tried again a day later, but the same thing happened. My account is verified.
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5 months ago
Dear kerstinyildiz93
There might be several issues that was causing the error:
a) Connection problems
b) Attempting to bet with bonus money over 5 EUR.
Kind regards
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5 months ago
Translation
Sorry, but I play with you almost every day. I'm not stupid and I know what I'm playing and how high. And I didn't have any connection problems on the Glasvaser line. And games like Christmas Big Bass were affected, as were many games without bonus money. But it's OK.
Found very good casinos..
Kind regards, Kerstin Yildiz
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5 months ago
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There were games without bonus money and some games with bonus money. I had real money and bonus money. I've already had 2 withdrawals. But on those 2 days the message was very often 404 page not accessible. It's possible that I still have a photo of it.
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5 months ago
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Sorry, I don't understand the question..
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5 months ago
Dear kerstinyildiz93
Are you still getting the same error?
Can you please tell us the steps to reproduce the issue?
Kind regards
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5 months ago
Translation
Yes, it still happens, but not as often. I have a photo of the message but can't upload it here. No idea why. If it had been an internet error, a different image would appear. And it would say "Internet connection interrupted".
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4 months ago
Dear kerstinyildiz93
Upon checking with the game provider, we were not able to reproduce the bug. Nonetheless, we've credited yoru account with 25 eur bonus for inconveniences caused.
Best regards
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4 months ago
Translation
Thank you very much. I also have a photo of the error message but I can't upload it here, no idea why not.
thank you very much
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4 months ago
Dear kerstinyildiz93,
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,
Casino.Guru
