The player from Italy faced issues withdrawing her winnings from HitnSpin after her account was blocked, with the casino claiming that the card used was not hers. Despite sending the necessary bank documents, the casino stated that they needed to reset her account to reactivate it, hindering her access to her winnings of 503 euros. The issue was resolved when the player confirmed receipt of her winnings, and the complaint was marked as 'resolved' by the Complaints Team.
HitNSpin Casino - Player’s account is blocked and winnings are confiscated.
Amount: €503
HitNSpin Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
Public
Public
5 days ago
Translation
Good morning, I played with HitnSpin, to verify the documents they took 10 days, it was not good selfie, I finally succeeded and they paid me a win of 900 euros, I loaded again and after a few days I won 400, I loaded again and I won 503 euros, at this point I find the account blocked, they write to me that the card that I loaded is not mine according to them, I send them documents from the bank contract, at this point they tell me that to reactivate the account they have to reset, basically they do not want to pay the winnings. I did not play with bonuses, with my own money
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Complaint Resolution Center Team Lead
Public
4 days ago
Dear rodi78,
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 confirm that all payment methods you used to make deposits belong to you?
- What payment method did you use to deposit funds into your account?
- Do I understand correctly that your account has been verified?
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,
Kristina
Public
Public
4 days ago
Translation
Hi, I used two rechargeable cards, one Revolut that has my name on it, another from the bank, on the latter there is no name on it but I sent them documents where it is written who is the owner, the card number, IBAN everything, my account was verified with great difficulty, every day they asked for selfies because 10 that I sent a day, was not good. Because I had another winnings to collect of 900, they paid me after 10 days, always on that card, after that I loaded, when it was time to withdraw the account was blocked
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Public
4 days ago
Translation
Today I found the counter unlocked, with 503 euros inside, I made a withdrawal request again, let's see if they pay the winnings
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Casino representative
Public
4 days ago
Hello all
According to our records, the player received the winnings in full.
Regards
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Public
4 days ago
Translation
Yes, an hour ago I received payment for my winnings, I will definitely not play anymore because it was one drama after another.
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Complaint Resolution Center Team Lead
Public
3 days ago
Dear rodi78,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
www.kpvfaw.com
