HitNSpin Casino - El jugador no puede retirar sus ganancias.

For starters I have deposited 3 x 30€ into this online casino site and used the deposited funds in the slot machine games offered on the site.

After playing for the balance that I deposited, I managed to win 500€, not once but twice. Neither of the two times was I able to withdraw my balance from the online casino site. There was no disclaimer as to why, just a blank screen. In total I was unable to withdraw 1000€ from the online casino site.

I then proceeded to keep playing with the money that I had earned in the hopes that the system would let me withdraw my balance at some point if the balance increased or decreased because I thought that it might be capped somehow. The system did not allow me to withdraw my balance and in the end I had wasted most of it trying to withdraw my earnings.

I should have known that this is a scam site when my bank refused to authorize my deposits the first few times that I tried to deposit funds into my account. After speaking to my bank they authorized it a few times, only to block my deposits again after three deposits. According to my bank this site is not a trusted online casino.

With regards to all of this I requested that I am compensated for the funds that I was unable to withdraw from this fraudulent online casino site in the sites live chat. However the chat operator was adamant about the fault not being due to the site and that I should have contacted the chat before attempting to withdraw my balance additional times by changing the values through playing.

My stance is that nobody should have to contact live chat simply so that they can be allowed to withdraw the funds that they have earned. Furthermore after looking at TrustPilot reviews about this online casino site it is obvious to me that the owners of this online casino site have scammed many people by simply not allowing them to withdraw their funds and then even going as far as blocking their accounts from the online casino site.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with HitNSpin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any withdrawable balance on your account currently?
• Is your player's account verified?
• Have you saved a screenshot of the 'error' that appeared when you attempted to withdraw winnings?
• Could you please send the communication between you and the casino when you attempted to resolve the situation? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Tomas,

We'd like to confirm, the player does not have any real money balance. There are no new/pending withdrawals.

The player did not complete KYC, not a single document is uploaded into the profile.

Kind regards

Thanks to both parties for your replies.

Dear Drakhlan,

Please note we are able to assist only in situations where the balance you wish to withdraw is still left on your account unspent. If you decide to spend the money, we are unable to confront the casino and ask them for assistance with verification or payouts. Refunds of money that were spent on gambling cannot be pursued in your circumstances, as the player is ultimately responsible for their decision to gamble and risk their funds.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.