HitNSpin Casino - La cuenta del jugador está cerrada sin reembolso.

Account ID 61294785

I have to complain. I'm asking why you now have to tick a box when registering *I confirm with my signature....* I did some research and unfortunately noticed that hitnspin doesn't have a license for Germany. However, I had previously deposited €300 to get bonus credit of €450... after I asked, they blocked my account so I couldn't play, deposit, or do anything else... the €450 expired... so I also want my €300 deposit back.... cheeky, in my opinion... support wrote I should contact them via email and say that I'm not addicted to gambling... these people are completely crazy.... they can keep the account blocked because they don't have a valid license for Germany and it's therefore illegal.

Kontoid. 61294785

Ich muss mich beschweren, ich frage dort warum man jetzt beim anmelden ein häkchen setzen muss *mit meiner unterschrift bestätige ich....* ich recherchierte etwas und merkte leider das hitnspin keine lizenz für deutschland hat. ich hatte jedoch vorher 300 € eingezahlt um bonusguthaben zu bekommen von 450€ ... nach meiner frage sperrten die mein konto das ich weder spielen noch einzahlen noch irgend was konnte... die 450€ verfielen... somit möchte ich auch meine 300€ von der einzahlung zurück.... frechheit wie ich finde... der support schrieb ich solle mich per mail an die wenden und sagen das ich nicht spielsüchtig bin... total bekloppt die leute.... das konto können die auch weiter gesperrt lassen, da sie keien gültige lizenz für dt besitzen und es somit illegal ist.

Dear goetti007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your account in the casino.

To better understand your situation and to assist you, I would like to ask you a few questions:

• Can you please confirm the exact date when you registered your account?
• Did you receive any communication from the casino regarding the reason for the account suspension?
• Could you provide screenshots or details about your interaction with the support team?
• Have you attempted to reach out to the casino regarding your deposit and its status?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Registration date was October 12, 2024, 8:54:52 AM and no message as to why, how, etc. I don't have any screenshots and yes, I asked support... but they said I had to send them an email saying that I'm not addicted to gaming (?).

registrierungsdatum war der 12.10.2024 08:54:52 und nein keine mitteilung warum wieso etc. ich habe keine screenshots und ja ich fragte beim support nach... aber da kam ich müsse eine email an die senden wo ich reinschreiben soll das ich nicht spielsüchtig bin (?).

Hi,

Thank you for your response and for providing the registration date.

Could you please confirm whether you ever mentioned or implied to the casino that you might have a gambling problem — either during live chat or in any other communication?

Additionally, if you have any relevant emails or messages from the casino regarding your account being blocked or their request to confirm that you're not addicted to gambling, please forward them to petronela.k@casino.guru. This will help us assess your case more accurately.

Looking forward to your reply.

Hello, no I never mentioned that I have a gaming problem!

Hallo, nein ich habe niemals erwähnt das ich ein spielproblem habe!

When I asked in the chat, I was asked to email support to confirm that I wasn't addicted to gambling. Unfortunately, I no longer have access to the account to see if anything could be found in the chat history.

auf nachfrage im chat wurde ich dazu aufgefordert dem support eine email zu schreiben das ich nicht spielsüchtig wäre. ich habe leider keinen zugriff mehr auf das konto um zu gucken ob im chatverlauf noch was zu finden wäre.

Thank you very much, goetti007, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

thank you very much 😉

vielen dank 😉

Hello goetti007,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear HitNSpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Dear Michal

We've looked at player's account, it is blocked due to potential gambling problem.

The player has EUR8.54 on the balance, which is below the withdrawal limit.

Can you please specify re the requested 300 eur?

Regards

Dear HitNSpin Casino,

Could you explain to me what exactly the bases were for the account closure? Also, do I understand correctly that the player had played their deposit of €300 until he was left with €8.54?

Yes, I did that. I used the €300 to get the €450 bonus. I didn't have that because I was blocked. So the contract would be void. I would like to have a more precise definition of "possible gambling problem." Am I no longer paying my bills, or how does that work?

I could also imagine hiring a lawyer who would then demand all stakes, since there is no valid license for Germany.

Ja das tat ich, habe die 300 € um 450 € Bonus zu erhalten. Die ich dank Sperrung ja nicht hatte. Also wäre der vertrag nichtig. Ich würde gern „mögliches Spielproblem" genauer definiert haben. Zahle ich meine Rechnungen nicht mehr oder wie kommt man darauf??

Ich könnte mir auch vorstellen einen Anwalt damit zu beauftragen der dann wohl alle Einsätze fordert, da es ja keine gültige Lizenz für Deutschland gibt.

Hello Michal

Yes, confirmed, the 300 eur was played. The remaining €8.54 was received due to loyalty points exchange.

Could you explain to me what exactly the bases were for the account closure?

-->The operator detected signs of gambling addiction and reacted accordingly.

And since there was no money left of the player's balance - the account got closed.

Hope this explains.

Regards

Dear goetti007,

I have to inform you that it's the operator's right to deny the service to players if they feel like they are exhibiting patterns of problematic gambling. It is their decision to be proactive in these cases, and they have the full right to do it, as is your full right to go and register at any other casino available to players from your country. At the end of the day, player protection is the most important thing, and casinos would not block a player (for them, a potential long-time customer) if they did not have a valid reason to do so.

However, of course, mistakes can happen, and if you feel like you have been incorrectly flagged as a player with a gambling problem, I would suggest that you take a responsible gambling test, so you can be sure that you have everything under control.

Can you confirm the fact that you have played down the €300?

Yes, I did. I deposited €300 to receive a €450 bonus. I lost the €300, that's correct, but not the €450 bonus because of the suspension. So the contract would be void. I would like a more precise definition of "possible gambling problem." Am I no longer paying my bills, or how do you figure that out? It's strange that the suspension came right after the license issue for Germany. So, what they're pulling here is pure fraud. I would never have deposited the €300 if it weren't for the €450 bonus.

I could also imagine hiring a lawyer who would then demand all stakes, since there is no valid license for Germany.

Ja das tat ich, habe die 300 € eingezahlt um 450 € Bonus zu erhalten. Die 300 verspielte ich, korrekt aber die 450€ Bonus nicht dank Sperrung. Also wäre der Vertrag nichtig. Ich würde gern „mögliches Spielproblem" genauer definiert haben. Zahle ich meine Rechnungen nicht mehr oder wie kommt man darauf?? Komisch das die Sperrung gleich nach der Lizenzfrage für Deutschland kam. Also einfach nur Betrug was die hier abziehen. Die 300 € hätte ich nie eingezahlt wenn da nicht die 450 € Bonus dazu gekommen wären.

Ich könnte mir auch vorstellen einen Anwalt damit zu beauftragen der dann wohl alle Einsätze fordert, da es ja keine gültige Lizenz für Deutschland gibt.

Clarifying the "I would like a more precise definition of "possible gambling problem.":

"You don't win anything here...

I have the feeling the RTP isn't right here at all... or I just have zero luck here

How do I delete my account

I would like to get my losses back

I'm giving you the opportunity to resolve this without a lawyer ..."

And so on

This gave a reason for operator to close your account.

Regards

Now it's easy to throw together pieces that are months apart... 1. After 1,000 games without a feature and without winning, the question of RTP can arise... 2. I couldn't find a button for it anywhere, and there was nothing about it anywhere, which is a normal question anyway... 3. The latter came after the first ban, when I still had access to the account but couldn't do anything there...

I'll close this for now; it's leading nowhere... I want my €300 back, as I wasn't able to fully utilize it (see the €450 bonus that remained untouched by your blocking). If you reject this, a German court will decide whether all losses must be returned to me, and I see the chance of success at over 50 percent, since you only have a license in Malta and you didn't provide any information on your website when you registered that you don't have a license in Germany.

jetzt ist es ja einfach stücke hinzuwerfen, die monatelang auseinander liegen... 1. nach 1000 spielen ohne feature und ohne gewinn, kann die frage nach den rtp mal aufkommen... 2. ich habe nirgends einen button dafür gefunden und es stand auch nirgends was darüber, zudem eine normale frage... 3. letzteres kam nach der ersten sperre, wo ich noch zugriff auf den acc hatte, aber dort nichts mehr machen konnte...

ich schließe das hier mal ab, führt ja irgend wie zu nichts... ich möchte meine 300 € zurück, da ich diese nicht richtig ausschöpfen konnte siehe 450 € bonus der unberührt blieb durch ihre sperrung. sollten sie dies ablehnen wird ein deutsches gericht darüber entscheiden ob alle verluste an mich zurückgeführt werden müssen und da sehe ich die erfolgschance bei über 50 prozent da sie nur über eine lizenz in malta verfügen und sie auf ihrer seite keinen hinweis bei der anmeldung gaben, das sie keine lizenz in deutschland besitzen.

Dear goetti007,

Unfortunately, I have to inform you that I will not be able to help you in this case. As I have mentioned in my last reply, it's the operator's right to deny the service to players if they feel like they are exhibiting patterns of problematic gambling. And, since you have played in your deposit, there is no refund to be made in this case.

Regarding the license you keep mentioning, regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. The ${casinoName} review on our platform includes the following information: If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.