HitNSpin Casino - Hráč si stěžuje na opožděné sebevyloučení.

Hello everyone,

I registered at Hitnspin on the 13th of November 2023. I lost a lot of money, so I decided to send an email on the 3rd of December 2023 at 17:36 pm, demanding the permanent closure of my account because I perceived the casino to be untrustworthy. I sent my message, stating my name and from the registered email address to support@hitnspin.com.

The casino did not immediately close my account, if at all. This led me to deposit and lose an additional 1,518.00€ . I complied with all required Email procedures, but the casino acted utterly irresponsibly and refused to shut down my account. This allowed for more money to be deposited and lost, despite me wanting to close my account to protect myself from my gambling addiction!

Only after prompting them again in the chat today (8th of December 2023), my player account was suddenly deactivated.

In my opinion, the casino handled this in a fraudulent and irresponsible way. A responsible casino would have immediately closed the account!!! Please help me get my money back.

Hallo zusammen,

ich habe mich am 13.11.23 bei Hitnspin registriert. Ich habe viel Geld verloren, weswegen ich mich entschied und am 03.12.2023 um 17:36 Uhr eine Mail schrieb und die dauerhafte Schließung des Kontos forderte, weil ich das Casino für unseriös erachtete. Ich sandte die Nachricht, mit Namen und von der registrierten Mail-Adresse an support@hitnspin.com.

Das Casino schloss das Konto nicht unverzüglich bzw. gar nicht. Ich konnte so nicht weitere 1.518,00€ einzahlen und verlieren. Die Mail wurde den Anforderungen gemäß gesandt. Das Casino agierte völlig verantwortungslos und schloss das Konto nicht und lies zu, dass noch mehr Gelder eingezahlt und verspielt wurden obwohl ich das Konto geschlossen haben wollte auch um mich wegen Spielsucht zu schützen!

Erst nach dem erneuten Hinweis heute (08.12.23) im Chat war das Spielerkonto plötzlich deaktiviert.

Meines Erachtens handelte das Casino betrügerisch und verantwortungslos. Ein verantwortliches Casino hätte das Casino sofort geschlossen!!! Bitte helfen Sie mir das Geld zurück zu erhalten.

Dear cagon2512,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the option to request a self-exclusion and this is what I found (here):

31 PERSONAL LIMITS AND SELF-EXCLUSION

31.1. To assist you in gambling responsibly, we have limits on account activity that you can set in the "Responsible Gambling" section of your profile or by contacting Live Support.

31.2. After you deactivate your account, you will not be able to log in, open a new account or withdraw money.

• Could you please advise if you tried to activate the self-exclusion inside your player's account as described in the T&Cs?

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

Hello, thank you for your answer.

Unfortunately, I didn't find this self-exclusion option. But I was never informed about this possibility by Live Support! Even if I couldn't find the self-exclusion option on my profile, I still need to be informed that this option exists. Or if I request closure, it has to be implemented.

Hallo danke für Ihre Antwort.

Leider habe ich diese Option des Selbstausschlusses nicht gefunden. Ich wurde aber auch zu keiner Zeit vom Live Support auf diese Möglichkeit hingewiesen! Selbst wenn ich den Selbstausschluss auf meinem Profil nicht finden konnte muss ich doch darauf hingewiesen werden dass es diese Option gibt. Bzw wenn ich die Schließung beantrage muss das doch umgesetzt werden.

I've noted your request for account closure dated December 3rd, where you expressed dissatisfaction with not receiving bonuses despite playing €1,950 in a week. It's crucial to clarify that account closure should not be employed as a negotiation tactic for obtaining promotional offers.

Upon reviewing the conversation, I observed that the casino responded to your message. Could you confirm whether, at any point during the exchange, you disclosed information about your gambling addiction?

I didn't reveal any gambling addiction. But there are chat histories before December 3rd, 2023 in which I often and repeatedly ask the casino to close the account! Even then, they don't want to follow up on my request because they write to me several times asking me to continue to be active in order to receive offers. In one chat I repeatedly asked for closure, not exclusion!! And then I was told that I had to verify myself first.

In order to close the account, which I specifically asked for, no prior verification is necessary, unlike self-exclusion. This is a deceptive tactic used by Hitnspin. Since the account has now been closed, I can no longer view the chat history. Maybe you have another way to claim this. They clearly state that I ask several times to close my account.

In my email dated December 3rd, 2023, I also clearly stated that I felt cheated and would like to close the account. I didn't write that I would like a bonus. I had already been denied this in the chat and told me that I had to write an email and ask for the account to be closed. That's ridiculous. But I did that anyway. I wrote an email and wrote why I wanted to close the account, with my name and email address and still it wasn't closed!!

Ich habe keine Spielsucht preisgegeben. Aber ex existieren Chatverläufe vor dem 03.12.2023 in dem ich das Casino sehr oft und wiederholt darum bitte das Konto zu schließen! Selbst dann wollen sie meiner Bitte nicht nachgehen, weil sie mir noch mehrmals schreiben dass ich weiter aktiv sein soll um Angebote zu erhalten. Ich einem Chat habe ich wiederholt um Schließung gebeten nicht um Ausschluss!! Und da sagte man mir dass ich mich erst verifizieren müsste.

Um das Konto zu schließen , worum ich ausdrücklich bat ist keine vorherige Verifizierung notwendig, anders als beim Selbstausschluss. Das ist eine betrügerische Taktik von Hitnspin. Da das Konto nun geschlossen wurde, kann ich die Chatverläufe nicht mehr einsehen. Vielleicht haben Sie noch eine andere Möglichkeit diese einzufordern. In denen ist deutlich lesbar, das ich mehrmals um Kontoschließung bitte.

Ich habe in meiner Mail vom 03.12.2023 auch klar geäußert dass ich mich betrogen fühle und das Konto schließen möchte. Ich habe nicht geschrieben, dass ich gerne einen Bonus haben möchte. Das hatte man mir bereits im Chat verwehrt und mich darauf hingewiesen, dass ich eine Mail schreiben muss und um Kontoschließung bitten soll. Das ist lächerlich. Das habe ich dann aber trotzdem getan. Ich habe eine Mail verfasst und geschrieben warum ich das Konto schließen möchte, mit Namen und Angabe der Mail Adresse und trotzdem wurde es nicht geschlossen!!

A fraudulent act is clearly recognizable because the casino only reacts when I want a refund and contact me in the chat. Then suddenly you can close my account immediately.

Eine betrügerische Handlung ist klar erkennbar, weil das Casino erst reagiert als ich eine Rückerstattung wünsche und mich im Chat melde. Dann können Sie mein Konto plötzlich sofort schließen.

I empathize with your frustration, cagon2512. Nevertheless, it is crucial to note that if a casino provides an option for self-exclusion or account closure within the account interface, it should be utilized initially. In cases where the casino lacks this option, the subsequent procedure should be implemented to preserve supporting evidence for future reference:

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings HitNSpin Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

• When was your account blocked, please?
• If you possess any supporting evidence that you requested account closure earlier than the 3rd of December and your request was overlooked, please forward it to petronela.k@casino.guru.

If your only request was the one that we saw in this thread earlier, I'm afraid we won't be able to help you.

Hello all

We'd like to confirm, the account was permanently blocked from 08.12.2023 14:16:52 (UTC)

Best regards

Thank you, HitNSpin Casino Team, for your assistance.

Dear cagon2512,

Please be aware that in many casinos, at least a basic verification is required before an account can be permanently blocked. This measure is in place to ensure that the same player does not open a new account in the same casino using the same credentials in the future.

I have noticed that your account has now been permanently closed.

Once again, if you have any supporting evidence indicating that you informed the casino about your intention to have the account permanently blocked before the email we previously reviewed (where you expressed dissatisfaction with not receiving any bonuses), please forward it to petronela.k@casino.guru at your earliest convenience.

Looking forward to hearing from you.

I have often pointed out to Hitn Spin in the chat that they should please close the account. I will write to you but I don't think you will send me the chat history. In a chat before December 8th. I more or less begged them to close the account. My details were known, so there was also basic verification, the account could have been closed without any ifs or buts! Instead, I was repeatedly annoyed to stay active in order to receive bonuses. So a fraudulent strategy!!! After I asked for the account to be closed three times in the same chat and it wasn't done, I left the chat annoyed!!! That was a strategy used by the employee.

This chat history alone would reveal everything. At Hitn Spin you can't send the chat to each other after you've finished. This option does not exist!!

Ich habe Hitn Spin im Chat sehr oft darauf aufmerksam gemacht das Konto doch bitte zu schließen. Ich werde Sie anschreiben aber ich denke nicht dass sie mir die Chatverläufe zusenden werden. Im einen Chat vor dem 08.12. habe ich sie mehr oder weniger angefleht das Konto zu schließen. Meine Daten waren bekannt, somit auch eine Basisverifizierung, man hätte das Konto ohne wenn und aber schließen können! Stattdessen wurde ich immer wieder damit genervt doch aktiv zu bleiben um Boni zu erhalten. Also eine betrügerische Strategie!!! Nachdem ist bestimmt drei Mal in dem gleichen Chat um Schließung des Kontos bat und das nicht gemacht wurde, verlas ich den Chat genervt!!! Das war eine Strategie der Mitarbeiterin.

Allein dieser Chatverlauf würde alles ans Tageslicht bringen. Bei Hitn Spin kann man sich den Chat nach Beendigung auch nicht zusenden. Diese Option existiert nicht!!

We strongly recommend players to retain evidence of any self-exclusion requests for future reference. It's important to note that, in your case, since you didn't utilize the self-exclusion tool provided in your account and failed to keep supporting evidence of your communication with the casino, indicating your intention to permanently block the account and clearly stating the reason for your decision, our ability to assist is limited.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear cagon2512,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.