HitNSpin Casino - プレイヤーのアカウントがブロックされました。

Hello, my account has been blocked for some time now, I have contacted the casino many times to ask them to refund my money or unblock my account, but none of these things worked, so I am asking for help.

Dear mateusz000111,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

Could you kindly advise if you accumulated your winnings with or without an active bonus?

Have you passed the full KYC verification?

Have you used any VPN or IP-masking software to access the casino website?

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

The player sent us the following email:

I received my winnings without a bonus

yes, my account is verified

I didn't use VPN

Please note that it's more convenient to reply directly to this thread.

Could you please specify what games you played?

Have you made any successful withdrawals from this casino before?

Have you received any email from the casino after your account was blocked? Please forward it to me along with any other evidence that could be relevant to our investigation at veronika.l@casino.guru. Thank you.

The player sent us another email:

Unfortunately, I don't remember what games I played because they were different, I have already made withdrawals in this casino, but very few, and now I don't know why there is such a problem, no one even informed me that my account was blocked and my winnings were lost, so I am asking for it to be unblocked. account or refund my funds

Please forward me the email you received from the casino after your account was blocked at veronika.l@casino.guru. Thank you.

Dear mateusz000111,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.