The player from Germany requested the unblocking of his account after a withdrawal request led to its closure, despite successful verification and compliance with the casino's rules. He emphasized that the use of a VPN was for privacy, not to bypass restrictions, and demanded immediate access to his funds or the unblocking of his account. The Complaints Team facilitated communication between the player and the casino, which led to the reopening of his account and the submission of a new withdrawal request for €4,700. However, the complaint was ultimately closed due to a lack of response from the player, with the option to reopen it in the future.
HitNSpin Casino - Player's account has been closed after withdrawal request.
Amount: €4,700
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 days ago
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Onetimegambler,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with HitNSpin Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- How long have you been a player at this casino?
- Have you passed a KYC verification process?
- Have you always used a VPN when playing at this casino? And when your VPN was activated, which country did you typically connect through?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Public
Public
1 month ago
Translation
Good day
I have been registered since 12.5.2025
I did the KYC verification on the same day and the next day it was successfully completed and confirmed
No, I only used the VPN when registering
While playing, do not
I am based in Germany and the VPN was from Austria
The company refuses to pay me the full amount, even though the terms and conditions don't indicate that the VPN isn't generally usable. It's just not meant to be used to circumvent geographical restrictions.
They offered me 50€
And referred me to paragraph 12.7 which does not exist at all in their current terms and conditions as of May 15, 2025
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1 month ago
Translation
Here is the current email correspondence with the company
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1 month ago
Translation
Continuation of email traffic
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Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Onetimegambler,
thank you for your messages and information supplied.
- Could you please specify whether you have accumulated your winning with the help of bonus?
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
Looking forward to your reply.
Katarina
Public
Public
1 month ago
Translation
No, I deposited a little over €90, and there was a bonus that had to be wagered. I didn't quite understand this either, because my real money was suddenly counted toward the bonus money.
You have to know that I first had to reach 6100€ before the money would be transferred to the real money account.
I successfully implemented this bonus and then had about 200-300€ in real money because these 6100€ were then deducted
I then increased the almost 300€ to 4726€.
I focused solely on slot machines with free spins. I achieved my big win with Zeus vs. Hades - Gods of War. This was the game I played primarily.
Best regards
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Public
Public
1 month ago
Translation
Please help me, it's really unfair that they refuse to pay out and block me.
I made a total of over 10000€ from 90€, of which 6100€ was deducted from the sales conditions
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Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear Onetimegambler,
thank you for your messages and for your patience. I was on a sick leave for couple of days and therefore could not respond.
Thank you, Onetimegambler, for your cooperation. I will now transfer your complaint to my colleague Martin ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Hello Onetimegambler,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the HitNSpin Casino representative to enter the discussion.
Dear casino representative,
could you please check the case and explain your point of view?
Public
Casino representative
Public
1 month ago
Hello Martin
According to T&Cs of the casino:
"12.7. Masking IP or location is not allowed and we reserve the right to close any accounts and void any bets, bonus and winnings if the account was created or used through the use of IP or geolocation masking technologies including but not limited to VPN and Proxy Servers."
The player used the bonuses and received winnings from them while using the VPN, which as stated above - prohibited.
The casino is ready to make a refund of the deposit.
Regards
Public
Public
1 month ago
Translation
As already mentioned 1000 times, point 12.7 is not in the German terms and conditions of their site and it also says nothing about using a VPN
I repeat myself once again I only used the VPN during registration for privacy reasons and did not use it while playing.
I also verified myself with my real details, my real address and my driving license
This is simply an excuse not to pay out. I want to have the money I won paid out.
I didn't do anything wrong
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Public
Public
1 month ago
Translation
Dear Martin, I have already sent some screenshots regarding the terms and conditions. It cannot be that in the German version of the terms and conditions of this company a paragraph is missing and in the English version
Every customer only reads the terms and conditions in his language, this is called fraud, what this company does
You have to read the exact email exchange that I posted here
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Public
Public
1 month ago
Translation
I did not use the VPN while playing, which I had already explained to Katharina
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Public
Casino representative
Public
1 month ago
Translation
Hello Onetimegambler
Please consider the fact that you used VPN and obtained the bonuses that generated your profit.
So, please consider "23. INTERPRETATION
23.1. The original text of the Terms is written in English, and any interpretation of them will be based on the original English text. If the Terms or any documents or notices are translated into another language, the English version will prevail.
Regards
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Public
Public
1 month ago
Translation
I am from Germany and the vpn from Austria was only used during registration
Both countries are not excluded or limited in their terms and conditions
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Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear casino representative,
thank you for your swift response. I have sent you an email with additional questions.
Dear Onetimegambler,
thank you for giving us more details about the matter, I would like to assure you that the mediation process is ongoing and we will keep you updated.
Public
Public
1 month ago
Translation
It has nothing to do with the translation, you have more paragraphs in the English version that you don't have in others, that's fraud
If you create terms and conditions then also identical with the entire content
If you know something like that, you would stick to it
I have nothing to hide and have not done anything forbidden according to the German terms and conditions
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Public
Casino representative
Public
3 weeks ago
Greetings,
The player may continue using the service.
Kind regards
Public
Public
3 weeks ago
Translation
I have submitted a new withdrawal request
My account has been reopened
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Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear parties,
thank you both for updating us on the matter.
Dear Onetimegambler,
I am happy to hear that things are moving in the right direction. Please let us know when your payout gets processed.
Public
Public
3 weeks ago
Translation
I will let you know as soon as the payout has been processed
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Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Onetimegambler,
thank you for your message. Please let us know when any new developments arise.
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Onetimegambler,
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.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Martin
www.kpvfaw.com
