HellSpin Casino - Pelaajan kotiutus on estetty ja tiliä on käsitelty väärin.

Dear Casino Guru Support,

I am writing to file a formal complaint against HellSpin Casino concerning the mishandling of my account, the obstruction of my withdrawal requests, and a clear failure to uphold responsible gambling standards.

On June 26th, I won a total of $22,000NZD on my HellSpin Casino account. However, prior to making these deposits, I explicitly requested that my account be closed due to growing concerns about my gambling habits. Rather than honoring my request, I received a dismissive and inappropriate response from support staff:

"E***, are you sure you’d want to do that? I can see you have a nice balance – instead, I can help you withdraw."

This response completely disregarded my request for self-exclusion and instead encouraged continued gambling, in direct conflict with responsible gambling obligations.

After my win, I immediately began the withdrawal process and submitted all requested documentation, including:

Proof of payments

Proof of address

Photo ID

Other identity and verification documents

Despite this, my withdrawal was canceled without valid justification, and I was asked for further documents not outlined in your terms and conditions. My winnings were then repeatedly returned to my account, which ultimately led to me unintentionally gambling away a large portion of the balance I had intended to withdraw. This was never my intention—I had been trying to stop gambling from the beginning and took clear steps to limit my play.

I believe this handling of my situation demonstrates:

A failure to honor my request for account closure

A manipulation of self-exclusion boundaries

The imposition of unreasonable and unclear verification demands which they continued to request even after my account was fully verified (as you can see in the evidence)

Negligent handling of funds that should have been protected during the withdrawal process

Ontop of loosing a big chunk of my winnings, I also gambled a lot in a short amount of time even though I wanted to close my account! I am requesting that HellSpin Casino be held accountable and that I be refunded the remaining balance of my winnings, which I was unable to withdraw through no fault of my own. I also want to make it clear that I have extensive evidence, including support transcripts and screenshots, to substantiate my claims and am prepared to provide them upon request.

If I am not provided with a fair and timely resolution, I will be left with no choice but to pursue legal action and report this matter to other relevant regulatory authorities.

Thank you for your attention to this serious matter. I look forward to your response and a resolution in line with fair play and responsible conduct standards. Please note I have a lot more evidence I am happy to provide.

Sincerely,

E. F.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

To better understand your situation and assist you effectively, could you please answer the following questions:

• Have you asked the casino to close your account more than once, or only on 26 June?
• Please note that in your message from 26 June, you stated that the reason for closing your account was that you are "stopping gambling."
• If we are to help you with a refund of your lost deposits, we would need clear evidence that you mentioned gambling addiction or gambling problems as the reason for your request.
• What is the current balance in your account?
• Has your account now been fully verified, including the additional documents the casino requested?
• Has your account already been closed by the casino?

I hope we’ll be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Have you asked the casino to close your account more than once, or only on 26 June? Yes I have asked them more than once and have uploaded evidence of this.

Please note that in your message from 26 June, you stated that the reason for closing your account was that you are "stopping gambling." On 26th I said again "Hi Bruce please close my account I’m stopping gambling and want all my casino accounts closed" I have uploaded this as evidence and the response.

What is the current balance in your account? $0.00

Has your account now been fully verified, including the additional documents the casino requested? Yes it had.

Has your account already been closed by the casino? Yes, they have since closed the account

Thank you for providing additional details and documents regarding your case.

After carefully reviewing all the information and evidence you have submitted, we fully understand your frustration with how the situation unfolded, and we’re truly sorry to hear about your experience.

However, please note that our ability to mediate a refund of lost deposits in cases where gambling-related harm is involved depends on specific criteria. One of the key conditions is that the player must clearly mention gambling addiction or a gambling problem as the reason for requesting account closure.

While we acknowledge that you expressed a desire to stop gambling and asked for your account to be closed, based on the available communication, the casino was not explicitly informed that you were experiencing gambling addiction. As a result, we cannot hold the casino fully responsible for failing to apply a responsible gambling intervention.

For this reason, we regret to inform you that we are unable to uphold your complaint or request a refund of your lost funds. We are now closing this case, as it falls outside the scope of complaints we are able to mediate under our current policies. Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team

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