HitNSpin Casino - La cuenta del jugador ha sido cerrada.

Good morning, I have a problem. I've already verified all my documents in the game, and I lost over 1000 zł and won 2400 zł. To recover what I lost, it says I entered my date of birth incorrectly, and they blocked my account and I haven't been able to withdraw my balance. I played honestly, so why would they take away my winnings and block my balance?

Buenos días un favor esque tengo un problema ya verifiquen todo mi documento en el juego e perdió más de 1000zl y gane 2400 para poder recuperar lo perdió y me sale que puse mal. La. Fecha nacimiento y me. Bloquearon la cuenta y el. Saldo no e podido retirar la. Verdad juque con honestidad para que. Me. Quiten y me bloque el saldo ganado

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 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.

• Could you please specify when you verified your documents with the casino?
• Have you provided documents that specify your date of birth during the verification process?
• When did the incident happen?
• Did you achieve your current balance with the help of a bonus?
• What was the mistake between your accurate date of birth and the one you entered during registration?
• Could you please share with me your communication with the casino regarding the issue? 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

I want to send it to you, but it won't let me. Gmail isn't showing up. I earned the balance honestly. My documents were accepted yesterday; I verified everything and they were accepted.

Ya quiero enviarle pero no me deja enviar no le sale gmail el saldo lo gane honrada mente documentos me asectaron todo ayer verifique todo y me asectaron

Honestly, I'd like a figure because 2400 to 300 is a bit low, and I lost more than 1000 zł. I haven't even seen that much. Thank you very much for your help.

La verdad deseo una cifra honradamente proque 2400 a 300 poco y perdió más de 1000zl ni lo perdido muchas gracias por su ayuda

Dear Yurlevinson

Sorry to hear about your trouble.

Can you please specify your Date of Birth?

Regards

Thank you so much for your response. I'd like to continue playing your games; the app is good, but I still don't understand why my birthday is only on that day. I need a solution for myself and for you. Thank you very much.

Muchas gracias por responderme para seguir jugando en su juegos es buena la app pero igual yo no entiendo porque esa otro día de cumpleaños mio solo es el día quiero una solución para mi para ustedes muchas gracias

Greetings,

Accordin gto the log, the DOB you've input at registration differs from the one within the documents, which violates the T&Cs.

Regards

Well, that's not an answer or a solution. I know it's wrong. I'll wait for a solution because they're already blocking it, and the player loses, and that's it. I honestly won a real balance, and their solution is to block it for a glitch. Honestly, I'll wait for Mr. Tomas to give me an answer and a solution to this issue. Have a good day, blessings.

Pues eso no es una repuesta ni una solución yo se que esta mal esperare una solución proque ya la bloquean y el jugador pierde y listo y gano un saldo real honestamente y su solución es bloquear por un falla la verdad esperar a don tomas qué me de una repuesta ellos y dar una solución este tema feliz día bendiciones

Thanks to both parties for your replies.

I apologize, but if the year of birth listed in your casino account does not match the year of birth on your ID, you have violated the casino's Terms and Conditions by providing inaccurate personal information. Since you haven't indicated that you attempted to remedy the information you entered in your player's profile before playing, unfortunately, we are unable to assist you with this matter. My recommendation is to always use your real and accurate personal information when creating a new casino account and making deposits. If you notice you made a mistake, it's crucial that you contact the casino and fix the issue before you deposit and play to avoid similar issues. Consequences for breaching rules about accurate personal information range from being unable to verify an account to account closure and confiscation of balances.

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.