HitNSpin Casino - Печалбите на играча са конфискувани.

I deposited approx. €200 at HitnSpin Casino and played. My winnings grew to just over €2,000, and I submitted a withdrawal request for €500.

After that, I was asked in Live Chat to upload my passport and proof of address. I provided both — my UK passport was verified successfully. Later, my withdrawal was suddenly cancelled, and when I asked why, I was told to upload a selfie with the passport, which I did immediately.

Shortly afterward, I received an email stating that "UK citizens are not allowed to play" and that I could withdraw only my deposit. When I logged in, my balance was reduced to just under €200 (the original deposit), and the rest of my winnings were removed. I requested a withdrawal of this remaining balance, but it has not been paid yet. I am attaching screenshots of both emails and the full conversation as proof.

Supporting facts

Their own Terms & Conditions (Clause 4.4) state that accounts may not be opened by, or deposits made from, customers "located or domiciled in" certain countries, including the United Kingdom.

The wording clearly refers to current location or residence, not citizenship.

The Isle of Man is not part of the United Kingdom but a Crown Dependency with its own jurisdiction.

Everyone living in the Isle of Man is a British citizen, so banning all British citizens would automatically exclude all Isle of Man residents — which makes no sense, since Casino Guru explicitly lists "Accepts players from Isle of Man" on its HitnSpin page.

If the casino does not wish to accept Isle of Man players, it should technically block registration or login from the Isle of Man, as many other casinos do. Before registering at HitnSpin, I tried several other sites that immediately displayed a message such as "We do not accept players from your location" before any sign-up was possible. HitnSpin, however, accepted my registration, allowed me to deposit, play, and verify my documents — only to confiscate winnings afterward.

The casino’s action contradicts both the literal meaning of its terms and basic fair-play principles. At no stage was I informed that British citizenship itself was a disqualifying factor, nor is that stated anywhere in their public terms.

I respectfully request that Casino Guru review this case and ask HitnSpin to honor my legitimate winnings, as I was never informed that British citizens were not allowed. Casino Guru’s listing specifically states that Isle of Man players are accepted, and even HitnSpin’s own Terms & Conditions do not clearly prohibit British citizens.

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Dear CastletownPlayer84,

Thank you very much for submitting your complaint. I’m sorry to hear about your experience with HitNSpin Casino.

To better understand your case, could you please clarify a few points for us?

• Was your permanent residence in the Isle of Man clearly stated and verified during the KYC process (e.g., through your proof of address)?
• When registering your account, did you select Isle of Man as your country or location in the registration form?
• Have you already received the refunded deposit, or is it still pending?

If you have any additional screenshots, emails, or chat transcripts that could help us confirm these details, please forward them to [email protected].

As you mentioned, the casino’s Terms & Conditions refer to players located or domiciled in restricted jurisdictions. In such cases, the determining factor should be a player’s permanent residency, which can be verified through official documents, rather than citizenship.

If the casino does not wish to accept players from specific regions, it should act proactively by implementing IP blocks during registration or login. If the Isle of Man is not blocked in this way, the casino should not rely on citizenship as a reason to void winnings after allowing registration, deposit, and gameplay.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Dear Petronela,

Thank you for your message and for helping to review my case.

To answer the questions:

Was your permanent residence in the Isle of Man clearly stated and verified during the KYC process (e.g., through your proof of address)?

Yes, my proof of address (a utility bill showing my Isle of Man address) was uploaded during the KYC process and was approved by the casino before they cancelled my winnings.

When registering your account, did you select Isle of Man as your country or location in the registration form?

Yes, to the best of my recollection, I entered my Isle of Man address during registration. I believe the process first required creating an account with email and password, and then filling in the address details.

Have you already received the refunded deposit, or is it still pending?

No, I have not received the refunded deposit yet. I received a confirmation email for the withdrawal request, which said it would be processed within two days or later, but the funds have not yet arrived. The same type of confirmation was shown earlier when I requested the €500 withdrawal, which was later cancelled.

Please let me know if you need any additional screenshots or documents.

Thank you again for your support in resolving this issue.

Miroslav

Dear CastletownPlayer84

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petronela

Dear CastletownPlayer84,

I am so sorry to hear about your problem with the HitNSpin Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a HitNSpin Casino representative to join this conversation and participate in resolving this complaint.

Dear HitNSpin Casino,

Could you comment on the situation?

When a player registers on your website, the Isle of Man is shown as an available option.

Additionally, only the United Kingdom (not Isle of Man or United Kingdom and their Dependencies) is listed as a restricted country in your Terms & Conditions.

Furthermore, according to your Terms & Conditions, player restrictions are based on their location or jurisdiction, not their citizenship.

Thank you in advance for providing the information.

Dear Igor

The player will most likely have to undertake enhanced KYC check.

Customer support will contact the player, and we will post the result in here.

BTW, the money, deducted from the player's balance, was already returned to the player's balance. There is no issue with Isle of Man.

Kind regards

Dear HitNSpin Casino,

Thank you for your response and for informing us that you are looking into this case.

Dear CastletownPlayer84,

The casino has informed us that an enhanced KYC check is required.

Additionally, could you please also confirm whether the deducted balance has been returned to your account?

Dear Igor,

I confirm that the deducted balance has been returned to my casino account.

I also received the email regarding the video verification call.

Kind regards,

Miroslav

Dear CastletownPlayer84,

I’m glad to hear your balance was returned to your account.

Have you already agreed with the casino on a date and time for your verification call?

Dear Igor,

Thank you for your message. Yes, I have already suggested Monday at 10:15 UTC to the casino for the verification call. If this is too short notice for them, I will provide an alternative time and aim to complete the verification as soon as possible.

I will also update you once the casino confirms whether my winnings can be released.

Kind regards,

Miroslav

Hello CastletownPlayer84,

Do you have any update to share regarding this complaint?

Hello Igor,

We are currently arranging the video verification call. We already attempted it on Monday, but my browser could not connect properly. I have since cleared the cache and cookies and tested Google Meets, and everything is now working correctly.

The call is scheduled for today at 14:00 UTC. I will update this complaint once the verification is completed and I hear back from the casino.

Kind regards,

Miroslav

Hello Igor,

I completed the video verification earlier today and have already received confirmation that my KYC is fully verified. I have submitted a withdrawal request, and the casino informed me that withdrawals may take two days or more.

I will update this complaint as soon as I receive the withdrawal.

Kind regards,

Miroslav

Dear CastletownPlayer84

Your withdrawal requests were rejected due to "Invalid Payment Data"

Please kindly double-check the wallet address and make a withdrawal request once again.

Kind regards

Dear CastletownPlayer84,

According to the casino's last message, your withdrawal was not processed.

Please let us know when you do so.

Hello Igor and HitNSpin Casino,

Thank you for your quick replies. I just tried using TRC20 instead of ERC20 and double checked the full address. Please let me know in case there are any further issues.

I will update here when I receive the withdrawal.

Kind regards,

Miroslav

Dear HitNSpin Casino,

The player has requested the withdrawal once again.

Please let us know if there are any issues on your side or if the withdrawal was processed successfully.

Hello Igor,

I have received my withdrawal, so I will mark the case as resolved.

Thank you very much to both you and the HitNSpin Casino team for your assistance.

Kind regards,

Miroslav

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

Dear CastletownPlayer84,

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,

Igor