HitnSpin: Account closed, full balance deleted over DOB error — need help!

Hi everyone,

I’m reaching out because HitnSpin Casino recently closed my account and deleted both my deposits and winnings — claiming I entered an incorrect date of birth during registration. However:

It was a simple missclick, not intentional fraud.

I passed full KYC including submitting ID and a selfie holding my ID and my phone with the HitnSpin account page clearly visible.

Despite this, they still voided everything, and they even told me to file a complaint — so I did, with CasinoGuru.

Other users have reported similar issues: "Ridiculous verification demands… took 15 photos… support does not answer… winnings held for 2 weeks."

It feels like HitnSpin is using excessive KYC to stall payouts, and profile errors are being used to justify withholding funds unfairly.

Has anyone else experienced this with HitnSpin or similar casinos? I’m interested in:

Hearing about your experiences (especially if you got your money back).

Advice on how to escalate further — should I push the Curaçao regulator after this?

Any legal tips, or knowing if Curaçao has ever intervened in similar cases?

Thanks in advance for your help and input

I can see that Katarina is already working on your complaint, so hopefully we will learn more soon.

May I ask, though, if you acknowledge making this mistake in your date of birth, or you haven't noticed that at all until they brought it up?

You know, it makes a big difference when someone makes a small mistype or a big mistake, actually. 🤷‍♀️

Hello Romi,

Thank you for your message!

I acknowledge that there was a mistake in the birthdate I entered when registering — it was simply a missclick during the sign-up process, and I hadn’t noticed it until much later. I want to make it absolutely clear that this was not intentional and that I have never engaged in any fraudulent behavior.

Before the issue with my birthdate was ever mentioned, I had already completed the full KYC verification, which included:

Uploading my government-issued ID,

Providing a selfie holding my ID,

And taking that selfie with my HitnSpin account open on my phone, clearly showing the account ID in the image.

These documents were all approved by the casino. However, after completing this process successfully, I requested to withdraw an amount of money from my account, 24-48 hours later I was blocked from logging into my account, and they later told me that the reason was the date of birth I had entered at registration.

They are now telling me that my account will only be reactivated if the balance is reduced to €250 — and I want to be very clear here:

This should not be treated as a penalty. A simple input mistake during registration, especially one made without bad intentions and corrected through full KYC verification, should not result in nearly my entire balance being voided — especially when those winnings were earned with my own deposits, effort, and fair gameplay.

I also want to highlight that I played completely within the rules — I respected all bonus terms, wagering requirements, and game restrictions. I am more than willing to submit any additional documents needed to verify my identity and birthdate once again.

I truly hope we can resolve this fairly.

Best regards,

Andrei

If it is so, you surely should wait for your complaint to move forward, and our team can contact the casino.

It sometimes happens that we make mistakes, right? It is always good to contact the support whenever you find out about the mistake, but in your case it looks different, actually, if you say that you did already pass the verification.

So, stay patient, and our team will do everything possible to help you get your winnings.

Απατεώνες με παρενοχλούν εδώ και μια εβδομάδα για επαλήθευση και δεν μπορώ να κάνω ανάληψη των χρημάτων μου. Είναι απατεώνες, κανείς δεν πρέπει να βάζει τα χρήματά του εκεί.

Είναι εύκολο να κάνετε κατάθεση, δεν είναι δυνατή η ανάληψη από τον ιστότοπο, δίνω 0 αστέρια για τον ιστότοπο

Hi, what exactly is wrong with the verification process at the moment? Did the casino reject any of your documents? What did you have to send them? 

Try to tell me more please.

Η αλήθεια είναι ότι μπήκα στο παιχνίδι και έκανα ανάληψη πάνω από 1000 zł. Έχασα, μετά έκανα επαναφόρτιση και κέρδισα 2400 zł. Για να ανακτήσουν τις απώλειές μου, ζήτησαν όλα τα έγγραφά μου για να συνδέσουν τον λογαριασμό και, λόγω σφάλματος ημερομηνίας γέννησης, με μπλόκαραν και πήραν το υπόλοιπό μου. Δεν καταλαβαίνω γιατί το κάνουν αυτό. Αν χάσεις 2400 zł λόγω λάθους...

Έχω ήδη περάσει την επαλήθευση και με μπλόκαραν λόγω σφάλματος με την ημερομηνία γέννησης στο προφίλ μου.

Η αλήθεια είναι ότι το ίδιο συνέβη και σε μένα. Δεν καταλαβαίνω καν γιατί η ημερομηνία γέννησής μου βγήκε λάθος, επειδή τα είχα καταχωρίσει όλα σωστά. Έχω χάσει πάνω από 1000 zł, και τώρα που κέρδισα 2400, με μπλόκαραν λόγω λάθος ημερομηνίας γέννησης, παρόλο που δέχτηκαν όλα τα έγγραφά μου.

Hi. If the date of birth you entered during registration doesn’t match your documents during verification, that can certainly become a problem, because players are expected to provide accurate personal information when registering and completing KYC.

If the incorrect date was entered by mistake, then unfortunately that is something you need to take responsibility for as well. Did you only notice the error now when you tried to withdraw, or were you aware of it before?

It’s always worth double-checking all personal details when creating an account, because even something as simple as accidentally switching two numbers can later cause problems during verification.

I can see that you already opened a complaint with us, so let’s see how our team evaluates the situation and whether anything can be resolved with the casino. I don’t want to predict the outcome, as they’ll need to look at all the circumstances.

For the future, I’d definitely recommend carefully checking all registration details before using a new casino account.

Λοιπόν, ειλικρινά, τα εισήγαγα όλα σωστά. Δεν καταλαβαίνω γιατί εμφανίστηκε ένας άλλος αριθμός. Το έτος γέννησης είναι σωστό, ο μήνας είναι μια χαρά, αλλά η ημέρα είναι λάθος. Ακόμα κι αν μου δώσουν τα κέρδη, γιατί έχασα περισσότερα από 1000 zł και τώρα που κέρδισα, θέλουν να μου πάρουν πίσω όσα κέρδισα; Το κέρδισα νόμιμα.

Σας ευχαριστώ πολύ για τη βοήθειά σας, την εκτιμώ. Το μόνο που θέλω είναι να μην χάσω όλα όσα κέρδισα νόμιμα. Παρόλα αυτά, έχασα.

Hey, I see where you're coming from. Shall we allow your soon-to-be-acquired complaint mediator some time to assess the situation and share his perspective? It must be tiresome; maybe trying to change the subject for a while would help you feel better. When the times come for the complaint to progress and your direct cooperation will be needed, you'll get notified, no worries.

Μου απάντησαν ήδη, κοίτα τι μου είπαν για 2400 zl, αυτό που μου δίνουν είναι 300.

λάσπη

I see, please save that for the complaint mediator. He will surely need to see that.