HitNSpin Casino - O jogador foi banido enquanto estava autorizado a depositar.

Hello,

I'm banned from IceCasino due to gambling addiction, but I can still access and deposit at Hit'nSpin. As far as I know, these casinos are partnered. I would like to get my deposits back from Hit'nSpin, but they haven't deleted my account, even though I've contacted support several times. Screenshots are available.

Hallo,

ich bin auf IceCasino wegen Spielsucht gesperrt, auf Hit'nSpin kann ich noch zugreifen und einzahlen. Soweit ich weiß sind diese Casinos verpartnert. Ich würde gerne meine Einzahlungen von Hit'nSpin zurückholen, mein Konto löschen sie auch nicht obwohl ich mehrfach im Support war. Screenshots liegen vor.

Dear saffyr,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the General T&Cs, and this is what I found:

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.

Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino, it doesn’t necessarily mean that you are protected on all the other associated websites.

• Could you please advise if you have informed the HitNSpin Casino directly about your gambling problem and requested a self-exclusion?

Looking forward to hearing from you.

Best regards,

Kristina

Hello dear Guru Team,

I've already contacted support four times and don't have a PC with the full version to adjust my limits. I want the site completely blocked. They want me to verify my identity first before I can close it.

I contacted support again, and they wouldn't close my account. I was asked to verify my identity, but I can no longer deposit. However, they still won't delete my account due to gambling addiction.

Attached is the screenshot of the chat.

I still request a refund of my deposits.

Best regards

Hallo liebes Guru Team,

ich war bereits 4x im Support und besitze keinen PC für die Vollversion um mein Limit und Grenzen anzupassen, ich möchte eine komplette Sperre der Seite. Sie wollen das ich mich zuerst verifizieren soll bevor ich es schließen kann.

Ich war erneut im Support und sie schließen mein Konto nicht, ich soll mich verifizieren, allerdings kann ich nicht mehr einzahlen. Trotzdem löschen sie mein Konto nicht auf Grund Spielsucht.

Im Anhang der Screenshot vom Chat.

ich fordere dennoch meine Einzahlungen zurück.

Liebe Grüße

Greetings,

We hereby inform that the account was permanently blocked due to gambling addiction at 10.06.2025 07:03:35 (UTC), right after notifying the casino on the disease.

Regards

Hello Hit n Spin,

It hasn't been completely blocked; I can still access the site. It's just blocked for deposits and play. I shouldn't and shouldn't be able to access the site anymore.

As far as I know, they are partnered with IceCasino, Vulkan, etc. I was still able to deposit after the self-clearance at Ice.

Hallo Hit n Spin,

es wurde nicht komplett gesperrt, ich komme immer noch auf die Seite. Es ist nur geblockt um einzuzahlen und zu spielen. Es darf und muss für mich garnicht mehr möglich sein auf diese Seite zu kommen.

Soweit ich weiß sind sie verpartnert mit IceCasino, Vulkan usw. Ich konnte immer noch einzahlen nach dem Selbstausschuss bei Ice.

Dear saffyr

Please kindly provide a screenshot, is there any type of error? Can you still access your account?

Should you need any assistance re the treatment of the disease - please feel free to speak to our support.

Regards

hello hit n spin,

I'm correcting myself, now I'm completely blocked. However, I still had the opportunity to deposit.

If I hadn't contacted support again today and opened a case with Casino Guru, I still wouldn't have been banned, even though I'd contacted support three times before and requested a ban. It's a lot of money for me, and I'm demanding it back.

hallo hit n spin,

ich korrigiere mich, jetzt bin ich komplett gesperrt. dennoch hatte ich die möglichkeit einzuzahlen.

wäre ich heute nicht erneut in den support gekommen und hätte für mich einen fall bei casino guru eröffnet, wäre ich immer noch nicht gesperrt obwohl ich davor 3x mal im support war und um eine sperrung bat. es ist viel geld für mich, ich fordere dies zurück.

Dear saffyr

Do you perhaps have the exact date you informed support on your condition?

(Screenshot would be of a great help)

Regards

Hello,

I contacted support three times yesterday and asked for a complete ban. I don't have any screenshots from yesterday because I was confident they were looking out for the players' well-being. Unfortunately, that's not the case; I could have continued losing money until this morning.

So I'm asking you for a refund, it's not much for you, but it's a lot for me.

You can see exactly when and what I wrote in the chat.

I ask that we may leave this matter to rest.

Hallo,

mich war gestern alleine 3x im Support und bat um eine komplette Sperrung. Screenshots habe ich nicht von gestern, da ich zuversichtlich war sie kümmern sich um das Wohl der Spieler. Leider ist dies nicht so, ich hätte bis heute morgen weiter Geld verspielen können.

So bitte ich Sie um eine Erstattung, es ist für Sie nicht viel, aber für mich ist es sehr viel.

Sie können ganz genau sehen, wann und was ich im Chat schrieb.

Ich bitte darum und wir können dieses Thema geklärt ruhen lassen.

Hello, saffyr

We've checked the history, and the first time you mentioned your disease was at 10-06-2025, 09:56:46.

Your last deposit was made on 29.05.2025 01:22:50 (UTC)

Your last gaming activity is dated back to 02.06.2025 08:44:28 (UTC), bets on bonus money on game Book of Dead.

After 10-06-2025, 09:56:46 there was not a single deposit made, as well as no spins whatsoever.

The operators acted immediately and followed the RG policies.

Dear @Kristina

We believe we've provided all the needed information.

Please do let us know if you need anything extra.

Kind regards

So you're worthless if you don't mention your gambling addiction to support? Then they won't close your account?

hopefully people avoid your site.

all the best.

also ist man nichts wert wenn man keine spielsucht erwähnt im support? dann schließen sie keine konten?

hoffentlich meiden die leute ihre seite.

alles gute.

Hello everyone,

Thank you both for your replies.

Dakky38, I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter, as neither the casino's license nor the Responsible Gambling Terms dictate that accounts in all sister casinos must be closed automatically. 

Since your account was closed in a timely manner after you informed the casino about your gambling problem, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the 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 of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.