HitNSpin Casino - プレイヤーのアカウントは閉鎖されました。

The specified casino does not want to pay out my balance and has blocked my account.

Dear julianwiesmair,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

I don't remember which game because they blocked me and I can't log in anymore. I had a problem with the entry when registering because my cell phone display was broken. After I won 350 euros with a bonus and cash, they blocked my account. They want the money now and I only get 50 euros as a gesture of goodwill.

I also contacted my lawyer and my legal advice because these casinos do not have a license in Austria. I couldn't reach an agreement with the casino so I hope my complaint can prevent a lawsuit. My goal is to get my 350 euros. unfortunately the casino refuses to help me!

Dear julianwiesmair

According to T&Cs of the casino, that were accepted at registration:

"5.3. You certify that you have provided accurate, complete and true information about yourselves upon registration and will maintain the accuracy of your information by promptly updating any registration information that may have changed. Failure to do so may result in account closure, account limitations or voiding of any transactions."

The personal information, specified at registration, was wrong, and you were informed about it.

You accepted the terms that we offered:

The casino did their part.

But since you are threatening the casino with lawyers ,etc... the casino has decided to discontinue their service to you.

Regards

Greetings, I have reason to believe that this casino does not have all the licenses to allow online gaming in Austria. I got this information from my lawyer and the insurance company. I informed the provider that I could later take this case to court. I therefore ask again for a compromise.

Dear julianwiesmair

It is clearly stated, that all the gambling service is conducted within the jurisdiction of Curacao, all information is within the T&Cs.

Hope this clarifies.

Warm regards

you can close this act

Dear julianwiesmair,

Thank you for your response. We want to ensure transparency regarding your case.

Please note that Casino Guru does not typically proceed with cases where a player requests refunds for lost deposits solely due to a casino missing a license in a specific country. Licensing can vary widely, and it doesn’t necessarily mean that your deposits qualify for a refund under our resolution guidelines.

• Additionally, I’d like to confirm: would you still like to have your complaint closed, as mentioned?
• We also want to be sure you’re aware that incorrect personal details were provided during your registration, which could impact the casino’s decision.

Please let us know how you’d like to proceed. We’re here to support you if you wish to continue, or we will close the complaint upon your confirmation.

The case was opened because according to the terms and conditions the credit can be confiscated, but I don't agree with it because I also had a profit. If you can't help me, we'll close this conversation.

nice day

Hi julianwiesmair,

Could you confirm if you were aware that the personal information provided during your registration may have been inaccurate? Providing incorrect details can significantly affect the casino's decisions, so it’s important for us to clarify this point to assist you effectively.

Thank you.

I can confirm that I had problems with the keys on my phone when I opened it, so I couldn't enter the date correctly. I wasn't aware that I couldn't change the date, I tried to change it but it wasn't possible. I hope you understand.

Hi julianwiesmair,

We understand how disappointing it must be to have your winnings confiscated, and we’d like to explain why we’re unfortunately unable to assist further in cases involving incorrect personal information.

When opening a casino account, it’s essential to provide accurate personal data to avoid issues with account verification, withdrawals, and security. Casinos require correct information to comply with legal and regulatory standards. When false or incorrect details are provided, it can lead to significant complications, and casinos often reserve the right to take corrective action—including confiscating winnings—to ensure compliance with these standards.

Since you played using incorrect information, the casino’s decision to confiscate your winnings aligns with their policies, which are generally enforced strictly to maintain fair play and regulatory compliance. As much as we’d like to help, we’re unable to challenge this outcome, as it stems from a compliance matter that’s beyond our control.

• May we ask if you contacted the casino to correct your account details before you started playing? Addressing these issues early can often prevent situations like this.

If there’s anything further we can do, please don’t hesitate to let us know.

We’re here to support you as best we can.

I wrote to the casino and they told me that I should change the date, but I couldn't find a button to correct it in the profile. ea I wasn't able to click edit or find a button to change it. I was very frustrated because I think the casino misunderstood me. I thought it was a scammer because I had to wait a long time for my payout.

Hi julianwiesmair,

Could you kindly forward any relevant communication to petronela.k@casino.guru that shows you contacted the casino directly to request a correction of your personal data? This proof is essential for us to assist further, as we are unable to proceed without it.

Thank you so much for your understanding.

This is not possible, you probably realize that you don't save screenshots. As already mentioned, I reacted emotionally in the first few moments and thought I was the victim of a dubious provider. Because of this and because the entire process took a long time, I threatened to seek legal advice.

Hi julianwiesmair

Thank you for your message.

Please note that when a player reacts with threats, it can be considered a violation of the casino's terms, giving them the right to close your account.

• Could you kindly confirm if you received your deposit back?

Unfortunately, since you provided incorrect information and threatened the casino, you’re not able to receive your winnings. It seems you agreed to accept the casino's offer in the past.

Look, I was afraid I wouldn't get any money back at all so I agreed. Again, I threatened to hire a lawyer, that's not against the law!

Hi julianwiesmair,

After reviewing the details of your case, I would like to address a few important points. It appears the casino has invoked their terms and conditions to justify closing your account and confiscating your winnings. Specifically, their policy prohibits the use of abusive or threatening language toward their staff, as outlined in Section 12.1 of their Terms and Conditions. While this may not violate the law, it is considered a breach of their rules.

12. OTHER PROHIBITED ACTIVITIES

12.1. You must not use any abusive or aggressive language or images; swear, threaten, harass or abuse others, including other users, or behave in this manner towards the Company staff that operate or support the Website.

Additionally, it seems there was an issue with the accuracy of the information provided when you registered your account, which is also a significant breach of the casino's rules. This kind of violation can impact the eligibility of winnings.

That said, I’d like to clarify one point from your previous communication with the casino:

• Did you receive a refund of your deposit as the casino appeared to agree upon earlier? If not, we can assist you in ensuring that this commitment is honored.

I truly understand how disappointing and upsetting this outcome must be. Our goal is always to find a fair resolution for both players and casinos.

Thank you for your cooperation, and I hope we can help bring clarity to this matter.