The player from Germany requested the immediate closure of their casino account, but live support informed them that verification was needed first. They were frustrated as they only wanted their account restricted without any further transactions or returns. After submitting the required documents, the player received an email from the casino stating that there had been a mistake regarding the verification, which led to the closure of the account. The issue was resolved, and the complaint was marked as 'resolved' in the system.
HitNSpin Casino - Player wants account closure but it is blocked.
Amount: ??
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello Casino Guru,
I need your help again.
This time, it's just about closing my account.
I wrote to the live chat to permanently close my account, but the live support told me they can't do it until I verify my account. Excuse me, what? I've never heard of such a thing. I don't want anything else other than my account to be IMMEDIATELY closed and restricted. This isn't about any money I want back, it's purely about permanently closing my account.
Automatic translation:
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3 months ago
Hello alpsko,
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 you did request for closing your account or self-exclusion? When exactly did you request it? Why is it an issue to verify your account first? When was the last time you spoke to the casino and what was it about?
Please note that it is a common procedure in many online casinos as once you verify yourself, the casino can prevent you from creating new accounts as they will have your personal data. Without them, you could bypass their system anytime as they wouldn't notice any duplicity in details.
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hello Nick,
thank you for your message.
I have just uploaded my documents for verification. I still had €200 in credit on my account, which I would of course like to withdraw.
Support just wrote to me that it will take days until my account is verified, so that's probably how long it will take until I receive my money.
Therefore, I ask you to wait until this has worked and I receive the money.
Because I have a feeling they're going to drag it out.
I will then give you the information.
Thanks
Edited
Automatic translation:
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3 months ago
Hello alpsko,
Thank you for the update. Please let us know as soon as you have new information.
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3 months ago
Translation
Hello Nick,
Exactly one day after I opened the complaint, they sent me an email saying: "We made a mistake in the statement regarding the verification" and then closed my account.
So everyone who reads this, form your own opinion.
Also one of the most important statements: The casino has the lowest RTP rate in the entire online market. Every provider has 92% RTP. In my 7 years of gaming, Hitnspin Casino is one of the few with the poor RTP.
Casinoguru, this can be closed. Thanks for your help 🙂
Automatic translation:
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3 months ago
Dear alpsko,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
