HellSpin Casino - Pelaajan kotiutus hylätään.

Hello, I registered with Hell Spin and won. A withdrawal of €1000 keeps being rejected, even though my account has been verified by uploading the required documents. I want the money transferred to my Skrill account, but they won't allow it. I'm being asked to request a withdrawal to my bank account and send a screenshot of my online banking. I don't have online banking. I was allowed to deposit via Skrill, so the withdrawal should also be processed through Skrill. This is a real rip-off. I'm very disappointed.

Guten Tag, ich habe mich bei Hell Spin angemeldet und dort gewonnen. Eine Auszahlung von 1000 Euro wird immer wieder abgelehnt obwohl mein Konto durch hochladen der Dokumente verifiziert ist. Ich möchte den Betrag auf mein Skrillkonto auszahlen lassen und das machen die nicht. Ich werde aufgefordert eine Auszahlung auf mein Bankkonto zu beantragen und müsste von meinen onlinebanking einen Screenshot senden. Ich habe kein online Banking. Ich durfte über Skrill einzahlen daher soll auch auf Skrill ausgezahlt werden. Eine echte sauerei. Ich bin sehr entäuscht.

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Dear Unti78,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with HellSpin Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method is available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too; also, it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you kindly confirm if you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before? If so, which payment method did you use?
• Could you please send me a screenshot of the payment methods you see in your account available for withdrawals?
• Also, kindly forward me the communication between you and customer support regarding this issue at veronika.f@casino.guru, or post screenshots here.

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

Dear Unti78,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru