The casino has outrageously blocked me and stripped me of my funds. I saw these scammers on your site, their rating was high here. I passed the verification, replenished the account with 150 eu, and lost it all straight away. Then, I made an additional deposit of 100 eu and activated the bonus for my first deposits. I was given the bonus, I was playing with real money and the bonus was being redeemed itself. I played the games where there was a bonus, everything was legal, I didn't break any rules. Lost my 100, topped up again and continued playing, the bonus got redeemed. In the end, I went to withdraw the money and instead, they refused to process my withdrawal and have blocked my account. Below, I have sent you photos of my chat correspondence with them. I'm met with rudeness and no response to my queries about this, they are blaming me suggesting I played the bonus for free. Are you all sensible here? I ask as playing safely must mean not losing your funds, right? I've lost more than 250 euro in these two hours while the bonus was being redeemed. How can that be considered safe? Hitnspin have simply robbed me of my funds. I've only played games legally, I didn't break any rules, and still, they've deprived me of my funds. I'm livid! If possible, can you help? I couldn't get in touch with their administration, I'm counting on your fairness.

Казино нагло заблокировало меня и лишило меня моих средств , я увидел этих мошенников у вас на сайте , рейтинг у нее здесь высокий, прошел верификацию , пополнил счет 150 eu на и проиграл его сразу , далее я сделал еще депозит на 100 eu, и активировал бонус за первые депозиты , мне дали бонус , я играл на реальные средства и бонус сам отыгрывался , играл в те игры где был бонус , все легально , ничего не нарушал , проиграл и тут свои 100 , пополнил еще и играл , бонус отыгрался , в итоге я поставил на вывод , деньги не вывели , а аккаунт заблокировали , ниже я вам отправил фото переписки с их чатом , кроме хамства ничего не увидел , на мои вопросы они не отвечают , причину называют ту что я якобы отыграл бонус бесплатно , вы здесь все адекватные , безопасно играть это значит не терять свои средства , я проиграл за эти 2 часа пока бонус сам по себе отыгрывался более 250 euro , как это может быть безопасно?? Hitnspin просто так украли мои средства , я играл честно в те игры какие можно ничего не нарушал , а они лишают меня моих средств , я в бешенстве !!! Если есть возможность помогите , связаться с их администрацией мне не удалось , надеюсь на вашу справедливость .

Hello GRigas555,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with HitNSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? What kind of bonus did you use exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hello, the account was fully verified, 2 days before the blocking, I used the bonus for the second deposit, which is available to all clients, I talked to the casino on the day of blocking, and they only say that there was supposedly safe wagering of the bonus, my facts are that I just played regular slots and the bonus was recouped, that I lost more than 250 eur before the bonus was recouped, they did not listen, moreover, when I asked to connect me with the administrator, they threatened me that they would simply close the chat, no proceedings, they just have their own way If desired, the account is closed without refunding my funds. Listen, I topped up my account and played games, the bonus itself was won back, if they think that the bonus was wagered safely, why then do they allow their clients to play with bonus funds in these games (but I didn’t even play with bonus funds), there is plenty other games where it is impossible to play with bonus funds, so they themselves break their own rules and deprive their clients of funds

здравствуйте, учетная запись была полностью верифицирована , за 2 дня до блокировки , бонус я использовал за второй депозит , который доступен всем клиентам, с казино я разговаривал в день блокировки , и они только говорят что был якобы безопасный отыгрыш бонуса, мои факты о том что я играл просто в обычные слоты и бонус отыгрался, что я проиграл более 250 eur прежде чем бонус отыгрался , они не стали слушать , более того когда я просил связать меня с администратором мне угрожали тем что просто закроют чат, никаких разбирательств , они просто по своему желанию закрывают аккаунт , без возмещения моих средств. Послушайте я пополнил счет и играл в игры бонус сам по себе отыгрался , если они считают что бонус был отыгран безопасно , почему тогда они в этих играх разрешают своим клиентам играть на бонусные средства (но я даже на бонусные средства не играл ) , там есть полно других игр где бонусными средствами невозможно играть , поэтому они сами нарушают свои правила, а лишают средств своих клиентов

Hello GRigas555

Are you aware about the following rules, that you've accepted at registration?

"In case we determine the player is using a bonus or any other promotional offer for the sole purpose of obtaining a positive result using known methods aimed at safe wagering of this bonus, the player will be immediately deprived of the current real and bonus balances, and may as well get blocked for the bonus abuse. This may also include:

Leaving large bets on the table, for example, in blackjack, and returning to the game after bonus wagering has been completed.

Playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play"

Dear Nick,

Please find the explanation what the player was doing:

1) Player makes a deposit and receives a vast bonus

2) Then he makes two bets (on red and black equally) in Roulette. (Hiding the money in order to access the bonus balance)

3) Continues playing by using the bonus balance, hoping to get it wagered. (Fails)

4) Deposits again and receives another huge bonus.

5) Points 2-3 get repeated

6) One bonus meets the wagering requirements and converts into the real money.

7) Without any risk, player enters the roulette games (where previously left his real balance) and receives the money back.

Hope this clarifies.

Kind regards

Hello GRigas555,

As we will require additional evidence from the casino regarding the delayed rounds, I will be forwarding your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello GRigas555,

I'm taking over your complaint. I have reviewed your case and understand the situation. However, if you used a strategy as described by the casino, I'm afraid, I won't be able to help you. The unfair advantage over the casino is quite clear.

hello, could you extend the appeal? I'll prove everything to you just now at work

здравствуйте , могли ли вы продлить апелляцию? я вам все докажу просто сейчас на работе

Hello GRigas555,

I will wait for your explanation.

Dear HitNSpin Casino team,

Could you please send the player's game history to my email address ([email protected])? Thank you.

Hello Peter

The e-mail was just sent.

Best regards

Dear GRigas555

We are looking forward to your documents, that were requested by the anti-fraud dept. under the suspicion of providing fake ones.

Kind regards

Dear HitNSpin Casino team,

Please keep me updated. I will set the timer for another seven days. Also, I've sent you a question regarding the strategy that the player used.

Hello, Peter

The e-mail was sent.

Kind regards

Dear HitNSpin Casino team,

Thank you for the additional information.

Dear GRigas555,

I have reviewed all the evidence and regret to inform you that I cannot assist you. The strategy you employed provided you with an unfair advantage over the casino, which is prohibited in most casinos. Regrettably, your complaint will not be upheld. My only advice is to refrain from using such strategies in the future to prevent complications. If you wish to challenge our decision, you may contact the Antillephone Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license-3) for additional support. I wish I could be of more help.

Best regards,

Peter