HitNSpin Casino - La cuenta del jugador está cerrada debido a una acusación de VPN.

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.

Ich habe Urlaub in Kroatien gemacht, dort habe ich mich mich ein paar mal eingeloggt um zu spielen. Nach paar Wochen kam ich zurück nach Deutschland und habe mich wieder eingeloggt um zu spielen was alles wunderbar funktioniert hat. Eines Tages wollte ich mich anmelden und da stand dass mein Account gesperrt ist, darauf hin hieß es ich solle ein Nachweis senden dass ich das war wo in Kroatien gespielt hat, was ich dann getan habe, dann hieß es dass jemand sich in den Account eingeloggt hat in Deutschland als ich in Kroatien war und ob ich VPN genutzt habe, darauf hin sagte ich nein dass ich kein VPN genutzt habe und am nächsten Tag meinte einer von live Chat dass mein Account gesperrt ist weil ich VPN genutzt habe und sie es nur dann entsperren wenn auf dem Konto 350 Euro bleiben das heißt sie kassieren über 16000 Euro. Würde mich sehr freuen wenn sie mir weiterhelfen würden denn ich habe nichts rechtswidriges gemacht. Danke

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

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.

Hallo

ich bestätige dass ich kein VPN oder eine IP-Maskierungssoftware verwendet habe.

das Casino meinte dass es 4 Tage gab als ich in Kroatien war wo sich jemand eingeloggt hat in Deutschland und zwar am 12.08 13.08 16.08 18.08. ich kann den log in verlauf leider nicht sehen da mein Account gesperrt ist und ich mich nicht einloggen kann. Nein nur ich habe den Zugang zu meinem Account und niemand hat sich in dieser Zeit sich dort eingeloggt. Auẞerdem habe ich die Gewinnen im Gesamtwert vor diesem Datum erzielt Monate vorher. Und in diesen Tagen, die ich oben aufgezählt habe, gab es keine gewinne.

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.

Okay I will send you everything to the email

Okay ich sende ihnen alles an die email

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.

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.

Hallo

Als der Kollge mich als erstes gefragt hatte ob ich VPN genutzt habe habe ich nein gesagt, und das dann mehrmals, das war meine erste Antwort. Erst später sagte ich ja weil ich auf die Reaktion gucken wollte weil er davor nicht darauf reagiert hat als ich nein sagte. Wenn es ein Weg gibt um zu beweisen dass ich kein VPN genutzt habe bin ich bereit alles zu machen. Ja ich habe Einzahlung auf das Konto gemacht aber ich kann mich nicht mehr Erinnern genau und um es einzusehen muss ich mich einloggen aber das kann ich nicht. Aber sie können ja dort das nachfragen das müssen die ihnen geben oder ? Ich glaube sogar in einem der Chatverläufe steht dabei wann wann ich dort zusetzt eingezahlt habe. Ich weis es wirklich nicht mehr wie oft ich mich eingeloggt habe, ein paar mal denk ich schon

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.

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

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

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?

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.

mein Konto ist wieder für mich verfügbar und und das Geld ist ebenfalls auf dem Konto. Ich möchte mich herzlich bei ihnen für ihre Hilfe bedanken. Ich bin sehr froh dass sie mir in dieser Situation geholfen haben, vielen Dank.

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