HitNSpin Casino - Jogador solicita reembolso após falha na autoexclusão.

Hello,

I lost a lot of money at HITNSpin and wanted to self-exclude back in September, which I communicated in the

chat. I was told that the account could only be temporarily deactivated for one month and that I should send an email. The email kept bouncing back with a wrong recipient message. So, I continued playing. On December 12th, I again stated that I wanted to self-exclude, just like in September. The representative said that's a shame and that I should do it on the PC, and they would store my data for 5 years. After another inquiry, my message wasn't received, and I thought this meant they quickly deleted my account. A few days later, I realized I was still active and lost another €8000-€9000.

I would like to request a refund for my losses from the point when I asked to self-exclude or communicated this to the casino and to have my account permanently deleted.

Hallo,

ich habe bei HITNSpin sehr viel Geld verloren, worauf ich mich bereits im September sperren lassen wollte und teilte dies im

Chat mit. Diese meinten man kann das Konto nur für einen Monat still legen und dass ich eine email schreiben solle. Die Email kam immer wieder zurück falscher Empfänger. Also spielte ich weiter. Am 12. Dezember teilte ich mit das ich mich bereits wie im September bereits mich sperren lassen möchte. Sie sagt schade und dass ich das am PC machen soll und sie meine Daten für 5 Jahre speichern. Nach einer weiteren Nachfrage kam meine Nachricht nicht mehr an und ich dachte perfekt ging ja schnell dass die mein Konto gelöscht haben. Ein Paar Tage später stellte ich fest dass ich doch noch aktiv bin und verlor weitere 8000-9000€.

Ich möchte bitte meine Verluste ab dem Zeitpunkt wo ich mein Konto sperren hab lassen bzw. es dem Casino mitgeteilt habe zurück fordern und mein Konto dauerhaft löschen.

Dear Kylie1986, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.