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.

Fullständiga bedragare har trakasserat mig i en vecka för verifiering och jag kunde inte ta ut mina pengar. De är bedragare, ingen borde sätta in sina pengar där.

Det är enkelt att sätta in pengar, det går inte att ta ut pengar på sidan, jag ger 0 stjärnor för sidan

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.

Sanningen är den att jag gick in i spelet och tog ut över 1000 zł. Jag förlorade, fyllde sedan på och vann 2400 zł. För att återvinna mina förluster bad de om alla mina dokument för att länka kontot, och på grund av ett fel i födelsedatumet blockerade de mig och tog mitt saldo. Jag förstår inte varför de gör det; om du förlorar 2400 zł på grund av ett misstag...

Jag har redan klarat verifieringen och de blockerade mig på grund av felet med födelsedatumet i min profil.

Sanningen är den att samma sak hände mig. Jag förstår inte ens varför mitt födelsedatum blev fel eftersom jag skrev in allting korrekt. Jag har förlorat över 1000 zł, och nu när jag har vunnit 2400 har de blockerat mig på grund av fel födelsedatum, trots att de accepterade alla mina dokument.

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.

Ärligt talat, jag skrev in allt korrekt. Jag förstår inte varför en annan siffra dök upp. Födelseåret är korrekt, månaden är okej, men dagen är fel. Även om de ger mig vinsten, varför har jag förlorat mer än 1000 zł och nu när jag har vunnit vill de ta tillbaka det jag vann. Jag vann det lagligt.

Tack så mycket för din hjälp, det uppskattas. Allt jag vill är att inte förlora allt jag vunnit på laglig väg. Jag förlorade dock ändå.

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.

De har redan svarat mig, titta vad de sa till mig om 2400zl, vad de ger mig är 300.

myr

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