HitNSpin Casino - L'account del giocatore è stato chiuso a causa di un problema di verifica.

I would like you to clarify how casinos licensed by the island of Curacao are evaluated.

These casinos are not controlled by this island.

In a casino I played at called Hit'N'Spin because of the review you have made and it is characterized as high security, the reality is far from this review.

Reading the complaints of other players on your site, only two out of the twenty players have almost positive comments.

I am attaching my problem.

I deposited some money at this casino and won at one of them. When I withdrew the money, I was in a lot of trouble and finally they found that my date of birth was 02/10/1956 instead of 25/10/1956, without me knowing where this mistake came from. As a result, they closed my account without refunding me the money.

This is what I have to tell you, disproving the high rating you have given him.

Θα ήθελα να μου διευκρινίσετε πώς γίνεται η αξιολόγηση των καζίνο τα οποία έχουν άδεια από το νησί Κουροσάο.

Τα συγκεκριμμένα καζίνο δεν ελέγχονται από το νησί αυτό.

Σε ένα καζίνο που έπαιξα ονόματι Hit'N'Spin εξαιτίας της αξιολόγησης που έχετε κάνει εσείς και την χαραχτηρίζεται υψηλής ασφαλείας η πραγματικότητα απέχει κατά πολύ αυτής της αξιολόγησης.

Διαβάζοντας δε τα παράπονα και άλλων παικτών στο site σας δύο μόνο από τους είκοσι παίκτες έχουν σχεδόν θετικά σχόλια.

Επισυνάπτω το πρόβλημά μου.

Κατέθεσα  κάποια χρήματα στο συγκεκριμένο καζίνο και σε μία από αυτές κέρδισα. Στην ανάληψη των χρημάτων ταλαιπωρήθηκα αφάνταστα και τελικά βρήκαν ΄΄οτι στην ημερομηνία γέννησης αντί για 25/10/1956 έγραφε 02/10/1956 χωρίς να γνωρίζω από πού προέρχεται αυτό το λάθος. Αποτέλεσμα μου έκλεισαν τον λογαριασμό χωρίς να μου αποδώσουν τα χρήματα .

Αυτά έχω να σας αναφέρω καταρρίπτοντας την υψηλή αξιολόγηση που του έχετε δώσει

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Are you aware of having entered an incorrect date of birth during registration, or do you believe this is an error on the casino’s side?
• Could you please send us a screenshot of your account profile showing your personal details as they appear in the casino system?
• When did you notice that the date of birth in your profile is different from your actual date of birth?
• Could you kindly describe in more detail the trouble you had during the verification of your account?

Regarding your question about casino evaluations, we would like to clarify that our reviews are based on a wide range of criteria, such as licensing, terms and conditions, complaint history, fairness of rules, responsible gambling measures, and feedback from real players. You can find more details about our evaluation process here: https://casino.guru/guide/our-casino-reviews

As for Curacao-licensed casinos, it is true that this jurisdiction is generally considered weaker in terms of player protection compared to some other regulators. This is why we pay special attention to factors beyond just the license when assigning our ratings. However, problems may still arise, and we understand that your personal experience with this casino has been negative.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good evening.

In response to your first question, I believe that having the experience of having profiles in approximately fifty casinos, the mistake is not mine, but it became apparent to me after I verified my profile in order to withdraw my winnings.

I can't send you a screenshot of my profile because my account has been closed.

The verification of the incorrect date of birth was done by the casino and not by me.

Regarding your last question, what are the verification stages they asked me to follow?

First, a photo of the front and back of your ID

Second document certifying my home address

Third document from the bank where I made the deposit

Fourth, a front-back passport photo

After all of these were sent, which were in high resolution, they also asked for a photo of my face, front view and profile, with my ID and diploma.

After all this and after 4 days had passed, they sent me a notification that they were closing my account because the date of birth was 02/10 instead of 25/10 and therefore they could not identify it as me.

I can't interpret it any other way than that all of this happened out of evil.

Thanks

G. F.

Καλησπέρα σας

Προς απάντησή σας ως προς την πρώτη ερώτηση που μου θέσατε θεωρώ ότι έχοντας την εμπειρία να έχω προφίλ σε πενήντα καζίνο περίπου το λάθος δεν είναι δικό ΄μου αλλά μου φανερώθηκε μετά από την πιστοποίηση του προφίλ μου για να κάνω ανάληψη των κερδισμένων μου χρημάτων.

Δεν μπορώ να σας στείλω στιγμιότυπο του προφίλ μου γιατί μου έχουν κλείσει τον λογαριασμό.

Η επαλήθευση της λάθος ημερομηνίας γέννησης έγινε από το καζίνο και όχι από εμένα.

΄Οσον αφορά την τελευταία ερ΄ωτησή σας σας τα στάδια επαλήθευσης που μου ζήτησαν.

Πρώτον φωτογραφία μπροστινής και πίσω όψης ταυτότητας

Δεύτερον έγγραφο που να πιστοποιεί την διεύθυνση της οικίας μου

Τρίτον έγγραφο της τράπεζας που έκανα την κατάθεση

Τέταρτον φωτογραφία διπλώματος εμπρος-πίσω

Αφού εστάλησαν όλα αυτά τα οποία ήταν σε υψηλή ανάλυση ζήτησαν και φωτογραφία του προσώπου μου ανφάς και προφίλ με την ταυτότητα και το δίπλωμα.

Μετά από όλα αυτά και αφού πέρασαν 4 ημέρες μου έστειλαν ενημέρωση ότι μου κλείνουν τον λογαριασμό γιατί η ημερομηνία γέννησης έγραφε αντί για 25/10 έγραφε 02/10 και επομένως δεν μπορούσαν να ταυτοποιήσουν ότι πρόκειται για εμένα.

Δεν μπορώ να το ερμηνεύσω διαφορετικά παρά ότι όλα αυτά έγιναν εκ του πονηρού.

Ευχαριστώ

Γ. Φ.

Dear arxagellos

Upon registration/gameplay, you specified that your date of birth is 02.10. (the year is correct, no doubt about that)

Any chance you could explain that?

Regards

Good evening.

And if my date of birth has been incorrectly recorded due to my own fault (which I doubt), I have sent you all the information that confirms my identification, ID, driver's license, full-face and profile photo, bank details, information that indicates my address (I have not sent you any fingerprints).

I think you are making fun of me and trying to find a way not to return the money I have earned.

I have informed you that I have been a player in at least fifty casinos, winning much more money than the amount you owe me. I have never encountered such a problem, let alone having my access account closed.

I won't allow you to humiliate me for 250 euros anymore.

Thanks

Καλησπέρα σας

Κι αν ακόμα έχει γίνει λάθος καταχώρηση της ημέρας γέννησής μου από δικό μου λάθος (πράγμα το οποίο αμφισβητώ) σας έχω στείλει όλα τα στοιχεία που επιβεβαιώνουν την ταυτοποίηση του προσώπου μου,ταυτότητα,δίπλωμα οδήγησης,φωτογραφία ανφάν και προφίλ,στοιχεία της τράπεζας, στοιχεία που δηλώνουν την διεύθυνσή μου (μόνο δαχτυλικά αποτυπώματα δεν σας έχω στείλει).

Θεωρώ ότι με εμπαίζετε και προσπαθείτε να βρείτε τρόπο ώστε να μην μου αποδώσετε τα χρήματα που έχω κερδίσει.

Σας έχω γνωστοποιήσει ότι είμαι παίκτης τουλάχιστον σε πενήντα καζίνο κερδίζοντας πολύ περισσότερα χρήματα από τον ποσόν που μου οφε΄ίλετε. Ποτέ δεν αντιμετώπισα ανάλογο πρόβλημα και μάλιστα να μου κλείνουν τον λογαριασμό πρόσβασης

Δεν σας επιτρέπω να με ξεφτιλίζετε άλλο για 250 ευρώ.

Ευχαριστώ

Dear HitNSpin Casino representative,

Could you please confirm if all other personal information provided by the player has been filled out correctly, apart from the date of birth?

Additionally, would it be possible to provide us with a screenshot of the player’s log showing the changes he made in his account profile information? This would help our team review whether the incorrect date of birth was the result of the player’s mistake.

We appreciate your cooperation and look forward to your response.

Dear arxagellos,

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.

How do I change my profile since my account has been closed? I can't access my profile to make the necessary change.

Πώς να αλλάξω το προφίλ απο την στιγμή που μου έχουν κλείσει τον λογαριασμό μου . Δεν μπορώ να μπω στο προφίλ μου για να κάνω την απαραίτητη αλλαγή.

Dear arxagellos,

I understand your concern. I've just realised that the timer was incorrectly set to you instead of the casino representative. I apologize for this mistake. Let's try contacting the casino again.

Dear HitNSpin Casino representative,

Could you please confirm if all other personal information provided by the player has been filled out correctly, apart from the date of birth?

Additionally, would it be possible to provide us with a screenshot of the player’s log showing the changes he made in his account profile information? This would help our team review whether the incorrect date of birth was the result of the player’s mistake.

We appreciate your cooperation and look forward to your response.

Dear Veronika,

Happy to inform, the player may continue using the services.

Kind regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear arxagellos,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika