HellSpin Casino - Pelaajan kotiuttaminen on viivästynyt.

Good morning all.

Unfortunatelly I had to start a complaint with HellSpin because I have two withdrawals that are taking forever to reach my bank account:

• 1 x 700€ requested at 11th of April 2022
• 1 x 1500€ requested at 14th of April 2022

Both of the withdrawals were requested to be done via bank transfer and they are both accepted.

I was told by the casino that both of them were accepted and, after they investigated, according to them they were already processed. Meanwhile, yesterday I've asked for a receipt and I still had no response. Just wanted to make sure the details were correct (like IBAN). Both these amounts are not on my bank account as they were never received so far.

I was also told that because of the easter holidays this could take a bit longer. I understand that holidays can bring a bit of hassle but way over 5 working days have passed and I still have not received these amounts. I've worked in a major payment processing company and I'm sure this is not normal, I even believe these payments were not processed at all.

Normally I receive IBAN transfer into my bank really fast. As an example, I already had a cashout from this casino for 300€ (bank transfer) that took 2 working days to be in my account. Also had a BTC cashout of 300€ that I received within an hour.

I really had a great time here and I have nothing against this place but all this waiting time is making me a bit furstrated, specially when I believe this was not processed.

For this reason I've decided to open this complaint so that we can go a bit deeper and understand what is going on.

From the bank transfer that I've received in the past, I've noticed they use Inpay as they processor. Can they provide the transfers reference ID? This ID then allows to check the status of the payments.

Can they have a talk with their payment processor to see what is going on?

If there are any issues can they just send the missing amounts to my BTC wallet?

Thank you all!

Regards,

Ricardo.

Dear ricardonsmota,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed, sometimes even longer because of bank holidays. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by the end of this time frame, please, let us know and we will try to help you and contact the casino to see what the issue might be.

Thank you for your patience and understanding.

Best regards,

Kristina

Hi Kristina.

Thank you for the response. In this case, according to the casino, they have been processed for a while (the 700€ one already over 8 working days ago - excluding weekends and bank holidays).

I will wait until the end of the week but I really do not believe this was properly processed. Never in my time I've seen an IBAN transfer reaching over 2/3 days. Most cases when this happens it's only when different currencies apply, which is not the case. Also, the first 300€ cashout I got from them was processed on a Friday and arrived next Monday on my account (that's basically 1 working day). Now it's much more.

Regards,

Ricardo.

Hi Kristina.

Just to let you know I've just received my winnings in my bank account.

Don't know what happened with the banks but it arrived finally.

This case can now be closed.

Thank you very much.

Regards,

Ricardo Mota

Awesome news, ricardonsmota. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.