HitNSpin Casino - La cuenta del jugador ha sido cerrada.

Hi, they closed my account when I requested a portion of the balance I was withdrawing when they asked me for a selfie of the crypto wallet next to my face with the wallet address which was almost impossible to do in, which once I sent the selfie, they blocked my account.

Salve, mi hanno chiuso l'account quando avevo richiesto una parte del saldo che stavo prelevando quando mi avevano chiesto il selfie del portafoglio crypto accanto alla mia faccia con l'indirizzo del portafoglio di cui era quasi impossibile farlo in, cui una volta mandato il selfie, mi hanno bloccato l'account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?

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

HI,

I won my winnings through slots, especially the Gates of Olympus Super Scatter slot. I didn't use any bonuses, only my real balance, and I've never made a withdrawal from the casino before. No one in my family has created a casino account.

Ciao,

Ho vinto le mie vincite attraverso le slots sopratutto attraverso la slot Gates of Olympus super scatter. Non ho utilizzato nessun bonus, solo il mio saldo rrale e non ho mai effettuato un prelievo precedentemente nel casinò. Non c'é nessuno nella mia famiglia che abbia creato un account nel casinò

Hello Gallone

May we wonder, how old you are?

Thank you in advance!

Regards

Dear Gallone,

Could you please forward me the selfie with your ID that you sent to the casino?

Also, could you kindly respond to the casino's question and confirm your age?

Hi, I'm 25 years old and here's the selfie photo

Salve, ho 25 anni ed ecco la foto con selfie

Dear Veronika

Has the player shared the selfie photo with you yet?

May we know your opinion on this, please?

Regards

Hello, Veronika

Any update, please?

Thank you in advance!

Regards

Dear Gallone,

I have not received any photos from you yet. Please forward me the requested document at veronika.f@casino.guru. Thank you for your cooperation.

Good evening,

I emailed her the requested selfie.

Buonasera,

Le ho mandato tramite email il selfie richiesto.

Dear Gallone,

Thank you for sending me the AI-generated photograph.

After a thorough review of your case, we have to agree with the casino's decision to permanently close your account. The selfie you have provided shows signs of editing, which is not allowed; in fact, it could be considered a criminal offense and is in direct breach of the casino's terms and conditions. It is your responsibility to provide only real, truthful documents issued by official institutions. Any attempt to use fake or forged documents is not tolerated. Because of the aforementioned reasons, we have to reject your complaint. I strongly advise you to refrain from any attempts to use documents of questionable authenticity in the future. Moreover, since providing fake documents is strictly against our own Terms and Conditions, your Casino.Guru account is going to be closed as well.

Thank you for your understanding.

Best regards

Veronika

Casino.Guru