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.

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

Guten tag

Ich bin seit dem 12.5.2025 registriert

Ich habe am selben Tag noch die kyc Verifizierung gemacht und am n?chsten Tag wurde diese erfolgreich abgeschlossen und best?tigt

Nein ich habe die vpn nur bei der Registrierung verwendet

W?hrend des Spielens nicht

Ich bin ans?ssig in Deutschland und die vpn war aus ?sterreich

Das genannte Unternehmen weigert sich mir die volle Summe zu zahlen obwohl aus den AGBs nicht herauslesbar ist dass die VPN generell nicht benutzbar ist. Es soll nur nicht verwendet werden um geografische Beschr?nkungen zu umgehen

Sie haben mir 50€ angeboten

Und mich auf einen Paragraphen 12.7 verwiesen welchen es in ihren aktuellen AGBs stand 15.05.2025 überhaupt nicht gibt

I received another email

Ich habe noch eine Email erhalten

??

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

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

Nein, ich habe etwas mehr als 90€ eingezahlt und es gab ein Bonus der umgesetzt werden musste. Dies habe ich auch nicht ganz verstanden weil mein echtgeld aufeinmal zum bonusgeld mitgez?hlt wurde.

Sie müssen wissen dass ich erst 6100€ erreichen musste damit das Geld auf das echtgeldkonto kommt.

Diesen Bonus habe ich erfolgreich umgesetzt und hatte danach knapp 200-300€ echtgeld weil diese 6100€ dann abgezogen wurden

Die knapp 300€ habe ich dann auf 4726€ hochgespielt.

Ich habe mich nur auf spielautomaten mit freispielen konzentriert den gro?en Gewinn habe ich mit Zeus vs Hades-Gods of War erreicht. Dieses Spiel habe ich haupts?chlich gespielt.

Mit freundlichen Grü?en

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

Bitte helfen Sie mir es echt unfair dass sie sich weigern auszuzahlen und mich zu sperren.

Ich habe insgesamt über 10000€ aus 90€ gemacht wovon 6100€ aus den Umsatzbedingungen abgezogen wurden

??

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.

Thank you and get well soon Katarina

Vielen Dank und gute Besserung Katarina

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?

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

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

Wie schon 1000 mal erw?hnt steht der Punkt 12.7 nicht in den deutschen AGBs ihrer Seite und es sagt auch nichts über das verwenden einer vpn

Ich wiederhole mich nochmals ich habe die vpn lediglich bei der Registrierung verwendet aus Datenschutzgründen habe w?hrend des Spielens nicht

Ich habe mich auch mit meinen echten Daten meiner echten Adresse und meinem Führerschein verifiziert

Das ist einfach eine ausrede um nicht auszahlen zu wollen ich m?chte das gewonnene Geld ausgezahlt haben

Ich habe nichts falsches gemacht

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

Lieber Martin ich habe ja auch schon einige Screenshots geschickt bezüglich der AGBs es kann nicht sein dass in der deutschen Version der AGBs dieses Unternehmens einfach ein Paragraph fehlt und als in der englischen

Jeder Kunde liest sich auch nur die AGBs in seiner Sprache durch sowas nennt man Betrug was dieses Unternehmen macht

Sie müssen mal den genauen emailaustausch lesen den ich auch hier gepostet hatte

I did not use the VPN while playing, which I had already explained to Katharina

Ich habe die vpn nicht w?hrend des Spielens verwendet was ich auch schon der Katharina erkl?rt hatte

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

Hello Onetimegambler

Please consider the fact, that you used VPN and obtained the bonuses, that generated your profit.

Also, please consider "23. INTERPRETATION

23.1. Der ursprüngliche Text der Bedingungen ist in Englisch geschrieben und jede Interpretation von ihnen wird auf dem ursprünglichen englischen Text basieren. Wenn die Bedingungen oder Dokumente oder Mitteilungen in eine andere Sprache übersetzt werden, hat die englische Version Vorrang."

Regards

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

Ich bin aus Deutschland und die vpn aus ?sterreich wurde nur bei der Registrierung verwendet

Beide L?nder sind in ihren AGBs nicht ausgeschlossen oder beschr?nkt

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.

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

Es hat überhaupt nichts mit der übersetzung zu tun ihr habt in der englischen Version mehr Paragraphen drin die ihr in anderen nicht habt sowas ist Betrug

Wenn ihr AGBs erstellt dann auch identisch mit dem ganzen Inhalt

Wenn man sowas wei? würde man sich auch daran halten

Ich habe nichts zu verheimlichen und habe auch laut den deutschen AGBs nichts verbotenes gemacht

Greetings,

The player may continue using the service.

Kind regards

I would like to withdraw the 4700€

Ich m?chte die 4700€ auszahlen

I have submitted a new withdrawal request

My account has been reopened

Ich habe eine neue auszahlungsanfrage gestellt

Mein Konto ist wieder er?ffnet

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.

I will let you know as soon as the payout has been processed

Ich werde bescheid geben sobald die Auszahlung bearbeitet wurde

Dear Onetimegambler,

thank you for your message. Please let us know when any new developments arise.

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.

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